Senior Staff Technical Program Manager, Taxonomy, Customer Support
Posted on Oct 8, 2024 by ServiceNow
Orlando, FL
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time
Job Description
Team & Role
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are Customer Support advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Customer Support Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the support process.
Learn more about our team here
What you get to do in this role:
As a technical program manager, for Customer Support taxonomy you will be responsible for defining and developing a comprehensive taxonomy strategy for Customer Support that aligns with our case management, knowledge management, and customer experience strategies.
Work closely with business partners in Customer Support and partner organizations to ensure the support taxonomy meets their needs and is aligned with other corporate taxonomies
Document taxonomy structures, including definitions, rules, and guidelines.
Lead the implementation of support taxonomies in partnership with our development organizations
Train the Customer Support organization on the purpose and use of the taxonomies.
Drive and measure adoption of proper use of support taxonomy
Develop and oversee maintenance and governance processes to ensure taxonomies remain updated and compliant
You’ll identify problems others missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward
Advocate and champion design thinking and methodologies throughout the product and process development lifecycle.
Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines
Use metrics and analytics as both an analysis tool and to establish key performance indicators and measures of success
Stay abreast of industry trends and best practices to continually refine and improve taxonomy strategies
Understand our product and get certified in ServiceNow Administration Fundamentals within six months
Team & Role
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are Customer Support advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Customer Support Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the support process.
Learn more about our team here
What you get to do in this role:
As a technical program manager, for Customer Support taxonomy you will be responsible for defining and developing a comprehensive taxonomy strategy for Customer Support that aligns with our case management, knowledge management, and customer experience strategies.
Work closely with business partners in Customer Support and partner organizations to ensure the support taxonomy meets their needs and is aligned with other corporate taxonomies
Document taxonomy structures, including definitions, rules, and guidelines.
Lead the implementation of support taxonomies in partnership with our development organizations
Train the Customer Support organization on the purpose and use of the taxonomies.
Drive and measure adoption of proper use of support taxonomy
Develop and oversee maintenance and governance processes to ensure taxonomies remain updated and compliant
You’ll identify problems others missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward
Advocate and champion design thinking and methodologies throughout the product and process development lifecycle.
Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines
Use metrics and analytics as both an analysis tool and to establish key performance indicators and measures of success
Stay abreast of industry trends and best practices to continually refine and improve taxonomy strategies
Understand our product and get certified in ServiceNow Administration Fundamentals within six months
Reference: 203645305
https://jobs.careeraddict.com/post/96021575
Senior Staff Technical Program Manager, Taxonomy, Customer Support
Posted on Oct 8, 2024 by ServiceNow
Orlando, FL
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time
Job Description
Team & Role
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are Customer Support advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Customer Support Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the support process.
Learn more about our team here
What you get to do in this role:
As a technical program manager, for Customer Support taxonomy you will be responsible for defining and developing a comprehensive taxonomy strategy for Customer Support that aligns with our case management, knowledge management, and customer experience strategies.
Work closely with business partners in Customer Support and partner organizations to ensure the support taxonomy meets their needs and is aligned with other corporate taxonomies
Document taxonomy structures, including definitions, rules, and guidelines.
Lead the implementation of support taxonomies in partnership with our development organizations
Train the Customer Support organization on the purpose and use of the taxonomies.
Drive and measure adoption of proper use of support taxonomy
Develop and oversee maintenance and governance processes to ensure taxonomies remain updated and compliant
You’ll identify problems others missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward
Advocate and champion design thinking and methodologies throughout the product and process development lifecycle.
Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines
Use metrics and analytics as both an analysis tool and to establish key performance indicators and measures of success
Stay abreast of industry trends and best practices to continually refine and improve taxonomy strategies
Understand our product and get certified in ServiceNow Administration Fundamentals within six months
Team & Role
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are Customer Support advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Customer Support Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the support process.
Learn more about our team here
What you get to do in this role:
As a technical program manager, for Customer Support taxonomy you will be responsible for defining and developing a comprehensive taxonomy strategy for Customer Support that aligns with our case management, knowledge management, and customer experience strategies.
Work closely with business partners in Customer Support and partner organizations to ensure the support taxonomy meets their needs and is aligned with other corporate taxonomies
Document taxonomy structures, including definitions, rules, and guidelines.
Lead the implementation of support taxonomies in partnership with our development organizations
Train the Customer Support organization on the purpose and use of the taxonomies.
Drive and measure adoption of proper use of support taxonomy
Develop and oversee maintenance and governance processes to ensure taxonomies remain updated and compliant
You’ll identify problems others missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward
Advocate and champion design thinking and methodologies throughout the product and process development lifecycle.
Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines
Use metrics and analytics as both an analysis tool and to establish key performance indicators and measures of success
Stay abreast of industry trends and best practices to continually refine and improve taxonomy strategies
Understand our product and get certified in ServiceNow Administration Fundamentals within six months
Reference: 203645305
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