Merck Sharp & Dohme
Director, User Experience Support Portal
Merck Sharp & Dohme, Rahway, New Jersey, us, 07065
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.
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.
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.
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.
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.
Expected US salary range: $149,400.00 - $235,100.00
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.
Employee Status:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
25%
Flexible Work Arrangements:
Hybrid
Shift:
1st - Day
Job Posting End Date:
11/23/2024
#J-18808-Ljbffr
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.
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.
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.
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.
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.
Expected US salary range: $149,400.00 - $235,100.00
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.
Employee Status:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
25%
Flexible Work Arrangements:
Hybrid
Shift:
1st - Day
Job Posting End Date:
11/23/2024
#J-18808-Ljbffr