ServiceNow Employee Experience Specialist – Employee Center Pro

Role Summary

ServiceNow Employee Experience Specialist – Employee Center Pro is the primary operational and business-facing owner of the Japan Employee Center Pro experience, with additional support for APAC as needed.

This role ensures Employee Center Pro is trusted, usable, and effective for employees in Japan by combining content operations, regional product support, and ServiceNow platform execution. The specialist partners closely with regional stakeholders and global teams to balance global standards with local business needs, delivering consistent yet locally relevant employee experiences.

This role does not define global platform strategy, but plays a critical role in how that strategy is experienced by employees in Japan.

Mission

Ensure employees in Japan experience Employee Center Pro as simple, trustworthy, and genuinely helpful—supported by timely, well-coordinated regional support.

About the Role

We are seeking a collaborative, detail-oriented, and highly autonomous ServiceNow specialist who thrives at the intersection of employee experience, content operations, and product enablement.

This role operates with significant independence and judgment, serving as a trusted regional advisor to Japan stakeholders and a reliable partner to global ServiceNow delivery teams. Success requires strong decision-making, comfort navigating ambiguity, and the ability to translate real business needs into scalable Employee Center Pro solutions.

This role provides first-tier triage and coordination for Japan-region requests but does not replace dedicated platform engineering, incident response, or enterprise support functions.

This role supports linguistic quality review and alignment but is not responsible for performing full translations or ongoing localization production work.

Key Responsibilities

Employee Center Pro & Knowledge Operations – Japan Focus

• Serve as the primary operational owner of the Japan Employee Center Pro experience with responsibility for day-to-day execution, quality and local decision-making within global standards
• Execute daily knowledge and content operations within ServiceNow, aligned to global governance, lifecycle standards, and quality guidelines.
• Design, develop, and manage rich Employee Center Pro experiences using ServiceNow Content Publishing, including campaigns, topic pages, and curated content.
• Partner with regional content owners to plan, publish, and maintain user-centered content aligned to local business needs.
• Ensure consistent application of taxonomy, metadata, tagging, and content standards across Japan.
• Monitor usage, performance, and feedback to identify optimization opportunities.
• Coordinate regular reviews with subject matter experts to ensure accuracy, relevance, and consistency.
• Enable and support Japan-based contributors through training on standards, authoring best practices, and publishing workflows.
• Serve as first-tier triage for Japan-region Employee Center Pro–related requests and issues.
• Assess, categorize, and prioritize incoming tickets to ensure timely handling within defined SLAs.
• Resolve straightforward content, configuration, or access-related issues where appropriate.
• Coordinate timely escalation to the appropriate global or regional support teams for complex issues, providing clear context, documentation, and impact assessment.
• Track escalated items to closure and ensure feedback is communicated back to Japan stakeholders.
• Identify recurring issues or patterns and partner with global teams to drive root-cause improvements.
• Perform linguistic spot checks on translated Employee Center Pro content (human- or machine-translated) to ensure alignment with company tone of voice, internal terminology, and local usage standards.
• Flag terminology gaps, tone issues, or localization risks and provide actionable feedback to content owners, translators, or global teams.
• Partner with global teams to improve translation guidelines, glossaries, and reusable terminology over time.

Requirements Gathering & Product Support (ServiceNow)

• Gather, analyze, and document business and user requirements related to Employee Center Pro and broader ServiceNow capabilities.
• Facilitate workshops, interviews, and working sessions with Japan and APAC stakeholders.
• Translate needs into well-defined user stories, functional requirements, and acceptance criteria.
• Support backlog refinement, prioritization discussions, and roadmap planning with global delivery teams.
• Participate in user acceptance testing (UAT) to validate delivered solutions.
• A