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Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
We are seeking a Digital Workplace Product Manager with expertise in ServiceNow development and a data-driven approach to enhancing the user experience. This role will focus on leveraging ServiceNow capabilities, analytics, and automation to improve the digital workplace experience, drive efficiency, and ensure seamless employee interactions with IT and business services. The ideal candidate will have a strong background in ServiceNow platform management, digital transformation, user experience (UX) design, and data analytics to drive adoption and satisfactionESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Product Strategy & Roadmap Development
• Define and own the Digital Workplace product vision and strategy with a strong focus on ServiceNow as a key platform.
• Develop and execute a product roadmap that enhances the digital workplace experience based on data-driven insights and user feedback.
• Align product initiatives with business objectives, IT strategies, and user needs.
• Stay ahead of industry trends, best practices, and emerging technologies in digital workplace services, automation, and user experience analytics.
ServiceNow Development & Optimization
• Lead ServiceNow platform enhancements, ensuring optimal use of ITSM, ITOM, HRSD, and other ServiceNow modules to improve employee experiences.
• Collaborate with ServiceNow developers to design and implement custom workflows, automation, and self-service functionalities that enhance productivity.
• Define and manage integrations between ServiceNow and other enterprise applications to ensure a seamless employee experience.
• Ensure platform scalability, security, and compliance with enterprise policies and standards.
User Experience & Data-Driven Decision Making
• Use data analytics, user feedback, and sentiment analysis to continuously improve digital workplace experiences.
• Develop and monitor key experience indicators (KEIs), employee satisfaction (ESAT) scores, and other performance metrics.
• Implement AI-driven insights, automation, and proactive support mechanisms within ServiceNow to enhance end-user interactions.
• Lead design-thinking workshops, user research, and usability testing to ensure solutions are intuitive and meet user expectations.
Stakeholder & Change Management
• Collaborate with IT teams, HR, Facilities, and other business units to align digital workplace solutions with organizational needs.
• Drive adoption and awareness of digital workplace solutions through effective communication, training, and change management initiatives.
• Serve as the primary advocate for employees’ digital experience, ensuring a frictionless and engaging workplace environment.
Project & Vendor Management
• Oversee ServiceNow-related projects, ensuring timely delivery, budget adherence, and quality execution.
• Manage vendor relationships, contracts, and performance for third-party integrations and solutions.
• Work with procurement and finance teams to optimize digital workplace investment decisions.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Advanced degree in a relevant field, or an equivalent combination of education and work experience.
2. Eight years progressive related experience in managing enterprise technology organizations combined with overall twelve years progressive related experience in enterprise technology.
3. Demonstrated experience in technology organization management, financial management, risk management, people management, issue resolution, influencing team members and other stakeholders, conducting difficult negotiations and managing to stringent timelines for project deliverables.
4. Demonstrated superior understanding of business and technology organization, resources, priorities, needs and policies.
5. Demonstrated leadership in the implementation of complex programs and projects.
6. Ability to bring clarity to ambiguous assignments.
7. Demonstrated executive level verbal and written communication skills.
8. Superior working knowledge of business matters, finance, planning, and forecasting.
9. Strong skills in MS Office Suite (PowerPoint, Excel, Word, Visio, Project)
OTHER JOB REQUIREMENTS / WORKING CONDITIONS
Sitting
Constantly (More than 50% of the time)
Standing
Occasionally (Less than 25% of the time)
Walking
Occasionally (Less than 25% of the time)
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel
Up to 25%
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.
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