Job Description

Position Description:

Director, User Experience Support Portal

Responsibilities will include key areas below:

Strategic alignment

• Aligns with the Digital Experience leader / owner on the vision to deliver a simplified and highly integrated employee experience using ServiceNow platform / products.

• Serve as the champion of the business, translating experience strategy into business requirements for ServiceNow products and enhancements.

Stakeholder Engagement

• Partner with internal stakeholders, IT support and enterprise business functions, user experience, and ServiceNow platform team, to ensure the effective experience management and utilization of ServiceNow products.

Roadmap

• Develop and maintain an integrated roadmap, ensuring alignment with organizational goals and emerging technology trends.

Requirements

• Collaborate with other ServiceNow stakeholders and the platform team to define and prioritize roadmap items based on user feedback and voice of the customer.

• Demonstrate strong alignment with the Support product line and support organizations across key enterprise functions.

• Develop and execute strategies to ensure smooth adoption and integration of new capabilities within the organization.

Prioritization

• Maintains the requirements backlog and owns prioritization based on impact, value, and technical feasibility

Adoption

• Drives UAT, support change management, rollout, and adoption of the UX improvements Metrics and Reporting:

• Establish and track key performance metrics related to the usage, adoption, and value generation of experience components.

• Provide regular updates to leadership, highlighting successes and areas for improvement.

Continuous Improvement

• Manage user research, gather user feedback, and perform usability testing to identify user pain points and areas for improvement.

• User Experience (UX) Enhancements:

• Drive continuous improvements in UX design and usability across the ServiceNow products.

• Apply UX best practices and industry standards to ensure an intuitive and user-friendly experience for all Evolve users globally.

User Experience (UX) Enhancements

• Drive continuous improvements in UX design and usability of the Source portal.

• Collaborate with UX designers to develop wireframes, prototypes, and user interface designs that enhance user experience.

• Conduct user research and usability testing to validate design decisions and iterate on the user interface.

• Apply UX best practices and industry standards to ensure an intuitive and user-friendly experience for Source portal users.

Position Qualifications:

Education Minimum Requirement:

• Bachelor's degree

Required Experience and Skills:

• Minimum 5 years of product manager experience, adept at working cross-functionally to build seamless, end-to-end experiences that deliver value.

• Must have strong negotiation skills

• Proven experience in a hybrid role involving both user experience and customer experience, preferably within the pharmaceutical industry.

• Strong understanding of ServiceNow EC Pro Portal and its capabilities.

• Familiarity with UX design principles, user research methodologies, and usability testing.

• Strong communication and interpersonal skills to collaborate with stakeholders and gather feedback.

• Ability to analyze data and make data-driven decisions to drive product enhancements.

• Knowledge of agile methodologies and ability to work in a fast-paced, collaborative environment.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

The Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate's relevant skills, experience, and education.

Expected US salary range:

Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here.

San Francisco Residents Only:We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only:We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

*A job posting is effective until 11:59:59PM on the day BEFOREthe listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID:R311422