Manager, People Solutions & Knowledge - ServiceNow

We are seeking a strategic and operationally-minded Manager of People Solutions & Knowledge to lead the digital front door of our People team. You will be the functional owner of the ServiceNow platform for HR, ensuring that our technology, content, and data insights work in harmony to support our global workforce.

You will lead a specialized team acting as the primary bridge between the People team's requirements and our Technical/IT partners. Your goal is to move beyond traditional case management toward an AI-enabled, knowledge-first service model where employees find answers effortlessly and leadership has the data to make proactive decisions.

Key Responsibilities

• Serve as the primary People Team lead for the ServiceNow (HRSD) platform. You own the relationship with the IT/Technical teams to translate HR process needs into platform reality.
• Manage the intake and prioritization of ServiceNow enhancements, ensuring the platform evolves to meet the changing needs of a global People team.
• Drive the functional setup and optimization of AI features, ensuring the platform is configured to provide predictive, high-quality responses to employees.
• Lead a team of writers to create clear, intuitive, and action-oriented content. Ensure our Virtual Agent (Now Assist) is fueled by accurate, high-quality knowledge that resolves issues before they reach a human
• Define the global strategy for how information is structured, tagged, and delivered, ensuring our Tier 0 self-service is the most effective way for employees to get help.
• Lead a Data Analyst to build and maintain sophisticated ServiceNow dashboards that track more than just volume. Measure knowledge effectiveness, automation ROI, and employee sentiment.
• Collaborate with other departments that use ServiceNow to ensure a unified employee experience across the company.
• Partner with ourCOEs team to ensure any new program or policy is launched with the right knowledge articles and workflows ready on Day 1.

• You understand how a change in a knowledge article impacts AI resolution and how a data field in ServiceNow impacts downstream payroll or IT access.
• You have a high bar for content and understand that clear communication reduces the need for human intervention.
• You are skilled at managing the relationship with technical teams-you know how to define What you need so they can build the How.

• 5 years in People Operations, HR Technology, or Service Management.
• Proven experience managing ServiceNow (HRSD) or similar system, from a functional perspective.
• 3 years experience leading people

• Ability to manage a roadmap and influence stakeholders across HR and IT.
• Comfortable interpreting complex dashboards to drive operational changes.
• Prior experience managing content and optimizing for high case deflection