Job Summary

To own and continuously optimise the Employee Experience ServiceNow/MyHUB product, partnering with HR Directors and HRLT to understand business priorities and translate them into a simple, trusted and scalable employee experience through effective product governance, knowledge management, self-service and continuous improvement.

Responsibilities

- Lead the Employee Experience ServiceNow/MyHUB product, ensuring it continues to deliver an effective, intuitive and scalable employee experience.

- Drive continuous improvement of the portal, journeys, workflows and self-service capability using employee feedback, case data, search behaviour and user journey insights.

- Lead the global Knowledge Management strategy and governance framework, ensuring clear ownership, quality standards and lifecycle management across HR knowledge.

- Maintain product governance and prioritisation of enhancements, working with GPOs, GPLs, HR Operations and DT to ensure investment is focused on the highest-value opportunities.

- Own portal experience and content architecture, including service catalogue, knowledge, widgets, user criteria, communications and other employee-facing components.

- Ensure ServiceNow solutions follow agreed design, architecture and platform procedure, maximising standard capability and minimising unnecessary complexity and technical debt.

- Oversee platform releases, enhancements, testing, incidents and changes, providing appropriate business sign-off and ensuring platform stability, compliance and data protection.

- Build capability and protocol across Employee Experience teams,



Knowledge Owners and key users, enabling effective adoption, knowledge sharing and consistent use of the platform.

- Maintain robust relationships with DT, Solution Architecture and key HR stakeholders, acting as the business customer concern point for complex platform issues and decisions.

- Lead the governance of the ServiceNow enhancement roadmap and Change Board, ensuring explicit decision-making, prioritisation and accountability.

Knowledge Governance Product Excellence

- Own and embed the global Knowledge Management strategy and governance framework for Employee Experience, ensuring MyHUB/ServiceNow remains the trusted source of HR knowledge.

- Define and govern the end-to-end knowledge lifecycle, with clear ownership and accountability across HR, GPLs and Subject Matter Experts for content accuracy, relevance and maintenance.

- Establish and maintain global knowledge standards covering content structure, taxonomy, metadata, accessibility and digital self-service best practice.

- Use ServiceNow AI and analytics, search behaviour, case volumes and employee feedback to identify knowledge gaps, improve content quality and drive increased self-service.

- Build capability across Knowledge Owners and Authors through clear standards,



guidance, training and communities of practice.

- Own and promote ServiceNow/MyHUB product governance and best practice, ensuring consistent design standards, reuse of shown solutions and alignment across process, knowledge, technology and employee experience.

Qualifications and Experience Required

- Experience in ServiceNow Design, development implementation and knowledge management

- Experience in business process automation platform.

- Experience in a fast pace, rapidly changing global organization.

- Experience of an organization that has deployed continues to develop

- ServiceNow to an engineering community a distinct advantage

- Ability to configure the ServiceNow platform to the needs of the customer

- Experience translating business needs into design requirements for the ServiceNow platform

- Experience designing sustainable business processes for ongoing maintenance of the platform in our BAU support teams, and ensured an excellent working relationship between our external ServiceNow technical support resource and our new Capability Team.

- Tried experience leading customer relationships to discuss change request topics.

- Experience leading team of specialists, providing guidance and direction for continued employee experience focus.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Employee Experience HR Service Now Lead (Bengaluru)
🏢 Diageo
📍 Bengaluru