Senior UX Content Strategist

Summary

Join NewRocket, a global ServiceNow partner, as a Senior UX Content Strategist to manage end-to-end content strategy for service portal projects. You will provide expert consulting to optimize ServiceNow content, including service catalogs and knowledge bases, and facilitate workshops with clients and project teams. Partnering with UX/UI designers and technical teams, you will demonstrate how your content strategy produces extraordinary user experiences. The ideal candidate has a strong background in professional services and expertise in improving organizational knowledge bases and service catalogs. This role offers the opportunity to join a vibrant team and make a significant impact on how businesses enable efficiency and productivity. NewRocket values diversity and inclusion, creating a culture that supports professional growth and work-life balance.

Requirements

• 8+ years related work experience in information architecture, business analysis, content strategy or UX strategy
• 6+ years working with enterprise knowledge and service catalog management
• 4+ years working with ServiceNow or a similar SAAS platform
• Proven critical thinking with demonstrated ability to ingest and analyze complex ideas and/or problems
• Keen attention to detail
• Understanding of the best practices of content architecture, optimization, and management
• Excellent communication skills to convey the results of such analyses in simple, succinct, and understandable verbal, written, and/or presentation methods
• Excellent time management and organizational capabilities
• Excellent listening skills
• Excellent Office 365 skills
• Commitment to being an engaged team player
• Proven success building stakeholder relationships

Responsibilities

• Defining user needs, determining strategies, developing plans and proposals, and making recommendations around customers’ content for improved efficiency and effectiveness
• Providing expert consulting to optimize ServiceNow content (including service catalogs and knowledge bases), taxonomy, and supporting information architecture to both NewRocket and customers
• Facilitating workshops with clients, end users and project teams to define system requirements, problems, and goals
• Exercising independent judgment in methods, techniques and evaluation criteria for obtaining results
• Developing and adapting principles and best practices that shape the practice and provide a consistent, repeatable process
• Improving content discoverability through search optimization, navigation, personalization, automation, and other strategies
• Creating personas, journey maps, authoring templates, playbooks, and other strategy artifacts to document your content strategy
• Managing multiple projects and priorities simultaneously
• Delivering measurable, positive results within the client and team’s timeline, budget, and scope
• Effectively communicating with key stakeholders when either scope or timeline of projects require modification
• Helping to create conceptual prototypes and mock-ups
• Partnering with UX/UI Designers, project managers and technical teams to conduct demonstrations for clients and end users
• Interacting with the pre-sales department to inform and influence the sales strategy and to help grow the capability
• Providing thought leadership on how the capability could be leveraged by the broader organization
• Supporting training for NewRocket employees and customers
• Expanding your ServiceNow knowledge and expertise
• Staying current on content industry certifications and knowledge