Truist Digital Workplace Product Manager 

United States, North Carolina, Charlotte 

179725674

Regular or Temporary:

English (Required)

1st shift (United States of America)

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Product Strategy & Roadmap Development

• Define and own the Digital Workplace product vision and strategy with a strong focus on ServiceNow as a key platform.

• Develop and execute a product roadmap that enhances the digital workplace experience based on data-driven insights and user feedback.

• Align product initiatives with business objectives, IT strategies, and user needs.

• Stay ahead of industry trends, best practices, and emerging technologies in digital workplace services, automation, and user experience analytics.

ServiceNow Development & Optimization

• Lead ServiceNow platform enhancements, ensuring optimal use of ITSM, ITOM, HRSD, and other ServiceNow modules to improve employee experiences.

• Collaborate with ServiceNow developers to design and implement custom workflows, automation, and self-service functionalities that enhance productivity.

• Define and manage integrations between ServiceNow and other enterprise applications to ensure a seamless employee experience.

• Ensure platform scalability, security, and compliance with enterprise policies and standards.

User Experience & Data-Driven Decision Making

• Use data analytics, user feedback, and sentiment analysis to continuously improve digital workplace experiences.

• Develop and monitor key experience indicators (KEIs), employee satisfaction (ESAT) scores, and other performance metrics.

• Implement AI-driven insights, automation, and proactive support mechanisms within ServiceNow to enhance end-user interactions.

• Lead design-thinking workshops, user research, and usability testing to ensure solutions are intuitive and meet user expectations.

Stakeholder & Change Management

• Collaborate with IT teams, HR, Facilities, and other business units to align digital workplace solutions with organizational needs.

• Drive adoption and awareness of digital workplace solutions through effective communication, training, and change management initiatives.

• Serve as the primary advocate for employees’ digital experience, ensuring a frictionless and engaging workplace environment.

Project & Vendor Management

• Oversee ServiceNow-related projects, ensuring timely delivery, budget adherence, and quality execution.

• Manage vendor relationships, contracts, and performance for third-party integrations and solutions.

• Work with procurement and finance teams to optimize digital workplace investment decisions.

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Advanced degree in a relevant field, or an equivalent combination of education and work experience.
2. Eight years progressive related experience in managing enterprise technology organizations combined with overall twelve years progressive related experience in enterprise technology.
3. Demonstrated experience in technology organization management, financial management, risk management, people management, issue resolution, influencing team members and other stakeholders, conducting difficult negotiations and managing to stringent timelines for project deliverables.
4. Demonstrated superior understanding of business and technology organization, resources, priorities, needs and policies.
5. Demonstrated leadership in the implementation of complex programs and projects.
6. Ability to bring clarity to ambiguous assignments.
7. Demonstrated executive level verbal and written communication skills.
8. Superior working knowledge of business matters, finance, planning, and forecasting.
9. Strong skills in MS Office Suite (PowerPoint, Excel, Word, Visio, Project)

Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.