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# Manager, People Solutions & Knowledge - ServiceNow

- **Company:** Uber
- **Location:** San Francisco, CA, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $123,000.0 - $152,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Servicenow
- **Published:** October 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a22ac3463238af1d

## About the Role

* You understand how a change in a knowledge article impacts AI resolution and how a data field in ServiceNow impacts downstream payroll or IT access.
 * You have a high bar for content and understand that clear communication reduces the need for human intervention.
 * You are skilled at managing the relationship with technical teams-you know how to define What you need so they can build the How., * 5 years in People Operations, HR Technology, or Service Management.
 * Proven experience managing ServiceNow (HRSD) or similar system, from a functional perspective.
 * 3 years experience leading people

Preferred Qualifications

 * Ability to manage a roadmap and influence stakeholders across HR and IT.
 * Comfortable interpreting complex dashboards to drive operational changes. Prior experience managing content and optimizing for high case deflection
*

## Description

You will lead a specialized team acting as the primary bridge between the People team's requirements and our Technical/IT partners. Your goal is to move beyond traditional case management toward an AI-enabled, knowledge-first service model where employees find answers effortlessly and leadership has the data to make proactive decisions., * Serve as the primary People Team lead for the ServiceNow (HRSD) platform. You own the relationship with the IT/Technical teams to translate HR process needs into platform reality.

 * Manage the intake and prioritization of ServiceNow enhancements, ensuring the platform evolves to meet the changing needs of a global People team.
 * Drive the functional setup and optimization of AI features, ensuring the platform is configured to provide predictive, high-quality responses to employees.
 * Lead a team of writers to create clear, intuitive, and action-oriented content. Ensure our Virtual Agent (Now Assist) is fueled by accurate, high-quality knowledge that resolves issues before they reach a human
 * Define the global strategy for how information is structured, tagged, and delivered, ensuring our Tier 0 self-service is the most effective way for employees to get help.
 * Lead a Data Analyst to build and maintain sophisticated ServiceNow dashboards that track more than just volume. Measure knowledge effectiveness, automation ROI, and employee sentiment.
 * Collaborate with other departments that use ServiceNow to ensure a unified employee experience across the company.
 * Partner with our COEs team to ensure any new program or policy is launched with the right knowledge articles and workflows ready on Day 1.