Information Architect, ServiceNow, Santa Clara, CA
Posted September 29, 2016
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
Role:
ServiceNow seeks an Information Architect to work with Information Management team to create and manage taxonomies, metadata and vocabulary standards. Additional responsibilities will support usability and user interface design research and analytics to ensure delivery of high quality tools to internal and external customer bases.
This role requires prior experience with taxonomy, content management, and metadata tools. This role also requires strong communication skills to manage governance and change management requirements across the business.
What you get to do in this role:
- Develop and manage taxonomy sets that facilitate information access and retrieval.
- Research, analyze and design systems that address internal customer need s and concerns.
- Contribute to communication plans to assist customers in the socialization and adoption of new tools and metadata structures.
- Work with stakeholder on an ongoing basis so they better understand the taxonomy process, workflows and implementation frameworks.
- Contribute to the editorial process, guiding content management best practices through the process.
- Work with senior information architects and taxonomists to maintain clear term definitions, term relationships, examples of use and stakeholder information.
- Analyze term usage and make suggestions for improvement using inputs from various search, knowledgebase and application use reports.
In order to be successful in this role, we need someone who has:
- Proven ability to develop and manage taxonomies for complex projects with cross-functional stakeholders and tight deadlines.
- Strong organizational skills and the ability to drive team members toward milestones while resolving any development challenges.
- Experience working with geographically distributed teams.
- Experience with change management, project socialization and customer communications.
- Comfortable working with senior information architects and highly technical teams.
Desired Qualifications
- 5 years of experience with information architecture development frameworks for cross-organizational customers
- Working knowledge of semantic frameworks and content management systems
- Experience working in Scrum/Agile development environments
- Familiarity with IT service management software (ITSM), PaaS, and SaaS
- Experience working in taxonomy-related software
- Master’s Degree in information management related field or equivalent work experience
- Background in Library/Information Science, Linguistics or Cognitive Sciences preferred
- 2 – 5 years experience in taxonomy and tagging management and taxonomy tools
- Excellent interpersonal and communication skills
- Knowledge of metadata standards and best practices
- Familiarity with user research methodologies and tools