Systems Manager, ETS Digital Employee Experience

Overview

Step into the dynamic role of Digital Experience Lead and become a driving force behind the transformation of the employee digital landscape across ETS-supported services and platforms! As a key member of the Strategy and Planning team, youll take ownership of the vision, standards, and roadmap for cutting-edge employee portals, mobile solutions, intelligent assistants, and AI-powered productivity tools. Collaborate with talented peers across service platform, talent, security, and data and AI teams to create experiences that are intuitive, scalable, and secure. By championing end-to-end journeys, boosting adoption, and focusing on results, youll revolutionize how employees engage with enterprise digital capabilities, access critical services, and solve challengesmaking a lasting impact throughout the organization.

Responsibilities

• Own the employee digital experience vision, standards, and roadmap for ETS-supported services and support experiences.
• Lead experience strategy and continuous improvement for the ServiceNow employee portal and Assist Now chat, including flows, content, personalization, and accessibility.
• Drive the ServiceNow mobile experience across key use cases, navigation, performance, and adoption, ensuring alignment with portal capabilities.
• Partner with service platform teams to shape experience architecture across service catalogs, knowledge, case journeys, automation, and integrations.
• Define the approach for employee Copilot experiences, including use-case prioritization, governance, enablement, and guardrails, in collaboration with talent, security, and data and AI stakeholders.
• Advance agentic employee experiences that enable multi-step assistance, cross-tool orchestration, and proactive guidance, with strong controls and risk management.
• Establish and operate a voice-of-employee feedback loop to inform experience improvements and prioritization.
• Manage and develop direct reports, including hiring decisions, workload assignment, coaching and mentoring, and ongoing performance management.
• Define and monitor experience KPIs such as adoption, digital containment, time to complete, search success, and CSAT, translating insights into a prioritized backlog.
• Own end-to-end joiner, mover, and leaver experience design across supported platforms, partnering with HR and operational teams to ensure smooth execution.
• Govern experience content quality and lifecycle, including knowledge relevance, service descriptions, UX copy standards, taxonomy, and search optimization.
• Lead cross-functional prioritization of experience enhancements across ETS stakeholders, managing tradeoffs, dependencies, and release readiness.
• Drive adoption of new experiences through coordinated communications, training, and launch support, ensuring measurable post-release outcomes.
• Stay informed on industry trends and best practices and develop strategies to advance digital employee experience.
• Communicate and influence IT strategy, representing digital employee experience at senior executive meetings.

Qualifications

• Bachelor's Degree and a minimum of 8 years' work experience work experience to include at least four (4) years' experience in IT Operations in any industry. or
• Master's Degree and a minimum of 6 years' work experience work experience to include at least two (2) years' experience in IT Operations in any industry.

• Master's Degree in Information Technology, Computer Science, Math, Engineering or business-related discipline and a minimum of 6 years' work experience to include at least two (2) years' experience in IT Operations in any industry. Training and/or certification in one or more domains desired, e.g., IT operations, project management, business/process architecture or redesign.

• Two years experience in product management, required.
• Three years' supervisory/managerial experience, required.
• Excellent oral and written communication. Must be comfortable and skilled at managing customer expectations, required.
• Must be flexible and able to work off-hours as required to support deployments, resolve production problems or respond to corporate emergencies, required.
• Able to communicate processes and give persuasive presentations. Must be able to interact with all levels of management and communicate technical concepts to a non-technical audience, required.
• Ability to handle multiple assignments with changing priorities while meeting deadlines, required.
• Ability to create and develop roadmaps, required.
• Understanding of AI Orchestration Platforms, preferred.
• Understanding of Digital Experience Monitoring Tools, preferred.
• Understanding of agile and SAFe methodology, preferred.
• Understanding of User experience design and journey mapping, preferred.
• Prior experience in developing in and managing of ServiceNow platform, preferred.

• Ability to analyze and interpret financial data
• Excellent interpretation of complex statistical data
• Demonstrated customer service skills
• Excellent collaboration and team building skills
• Instills commitment to organizational goals
• Ability to inspire and develop staff
• Possesses flexibility to work in a fast paced, dynamic environment
• Project Demonstrated project management skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
• Ability to drive multiple projects to successful completion
• Ability to represent the company with external constituents

• Driver's License Required
• Project Management Professional (PMP) Training and/or certification in Project Management is a plus. Preferred

• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Stand to use/operate office equipment for the duration of the workday

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel within Company service territory, as needed.