HR Digital Content & Product Manager

Key Skills

Algorithms, AWS, Azure, Chatbot, DevOps, Docker, HTML, Machine learning techniques, MongoDB, NumPy

Job Description

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer:

• Competitive salary and bonus plan

• Paid vacation/holidays/sick time

• Comprehensive benefits package including 401K, medical, dental, and vision care

• On the job/cross training opportunities

• Encouraging and collaborative team environment

• Dedication to safety through our Zero Harm policy

What you will do:

The Content Management and Self-Service Product Owner will be responsible for the content management strategy across HR, with a focus on content housed within ServiceNow, and the consolidation of other HR knowledge libraries into the ServiceNow platform. The successful candidate will also serve as the HR conversational AI product owner. The ideal candidate will have previous experience with conversational AI, ServiceNow, and a strong background in content management and communications.

How you will do it:

• Positively impact the employee experience within the HR ServiceNow environment by regular monitoring and informing the continuous improvement of the HR knowledge base, content items, chat/chatbot/AI, and user experience analytics

• Identify, evaluate, develop and deploy high-impact opportunities to expand or improve our HR content offerings

• Manage and curate content and the content management strategy within ServiceNow, ensuring accuracy, relevance, and accessibility

• Develop and implement content strategies to optimize user experience and engagement.

• Collaborate with cross-functional teams to gather requirements and create content that meets business objectives

• Liaise with HR Communications team for consistent messaging and consistent HR taxonomy

• Own conversational AI / chatbot / virtual agent as a product, including reporting on, designing, developing, continuously improving, and maintaining related solutions

• Stay up to date with industry trends and best practices in content management and conversational AI

• Monitoring ServiceNow user experience analytics to report out and continuously improve upon the employee experience of the platform, especially as it relates to content and conversational AI

• Conduct regular audits and surveys to identify gaps and make recommendations

• Pro-active use of analytics to identify content opportunities from multiple sources, including user feedback, case management insights and search / chatbot utterance mining.

• Implement and continuously improve the conversational AI tool to ensure maximum effectiveness and deflection to high-quality self-service by employees

What we look for:

Required

• Bachelor’s degree in a relevant field or equivalent work experience.

• 3-5 years of previous experience with content management systems.

• Strong understanding of conversational AI and chatbot technologies and best practices.

• Excellent written and verbal communication skills.

• Ability to work independently and collaboratively in a fast-paced environment.

Preferred

• Previous continuous improvement experience

• Previous HR experience

• previous experience with ServiceNow