About the Role
The People Solutions & Knowledge team drives a scalable, knowledge-first employee experience by optimizing how employees interact with HR services through ServiceNow and AI-enabled self-service. The team leads global initiatives across service design, knowledge strategy, and platform governance to simplify support, improve resolution times, and enable seamless digital experiences. In this role, the candidate will shape how employees access and experience People services at scale, directly influencing efficiency, consistency, and overall employee satisfaction.
What You'll Do
- Define and execute the strategy for how the People team leverages ServiceNow to deliver a scalable, knowledge-driven employee support experience, including service catalog and workflow design.
- Establish and govern global knowledge standards to improve searchability, AI readiness, and self-service resolution.
- Partner cross-functionally with HR, IT, and platform teams to align People Operations processes with system capabilities, ensuring seamless service delivery and adoption.
- Drive AI-enabled initiatives such as virtual agent, automated triage, and guided workflows to enhance the digital employee experience and reduce manual support.
- Oversee platform governance including access controls, role design, and audit readiness to ensure compliance, consistency, and operational integrity.
Basic Qualifications
- 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
For Chicago, IL-based roles: The base salary range for this role is USD$123,000 per year - USD$136,500 per year.
You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link [https://jobs.uber.com/en/benefits](https://jobs.uber.com/en/benefits).
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
