Digital Experience Intelligence Specialist

Overview

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

The Digital Experience Intelligence Specialist supports the intelligence layer behind the Partner Portal by analyzing search behavior, improving metadata quality, maintaining taxonomy consistency, and tracking content performance. This role is foundational to delivering intuitive digital experiences today and preparing the structured content ecosystem required for AI-driven navigation and agent-based interactions. The ideal candidate is analytical, detail-oriented, and comfortable working across multiple systems including search logs, analytics dashboards, taxonomy models, and metadata frameworks.

Search Intelligence & Behavior Analysis

• Analyze search logs to identify partner intents, failed queries, and content gaps.
• Monitor search trends and recommend updates to search tuning and ranking rules.
• Support Genius Results optimization and partner behavior mapping.
• Track navigational friction and identify opportunities for improved discoverability.

Taxonomy, Metadata & Content Structure

• Ensure tagging consistency and metadata hygiene across AEM and DAM.
• Execute metadata and taxonomy audits to improve content accuracy and retrieval.
• Identify duplicate or mis-tagged assets and recommend corrective actions.
• Maintain taxonomy mappings and support content classification efforts.

Experience Analytics & Insights

• Track page performance, behavioral patterns, and partner engagement across the Portal.
• Maintain dashboards and regularly report on content performance and search efficacy.
• Identify content decay, performance gaps, and optimization opportunities.
• Provide data-informed recommendations to content owners and designers.

Future-Readiness & AI Foundations

• Support the structured content ecosystem required for emerging agent-based navigation.
• Contribute to content clustering, duplication detection, and metadata enrichment initiatives.
• Assist with early automation or classification models that improve content relationships.
• Ensure signals, tagging patterns, and metadata structures are reliable for intelligent retrieval.

Cross-Functional Collaboration

• Partner with UX, publishing, content strategy, and operations to drive cohesive improvements.
• Translate analytical findings into clear, actionable recommendations for stakeholders.
• Provide support on governance decisions using data, patterns, and behavioral insights.
• Collaborate with DT and DXP teams on search enhancements and platform tuning.

Soft Skills & Attributes

• Exceptional attention to detail and system-level thinking.
• High curiosity about how digital systems, metadata, and search interact.
• Ability to translate data trends into meaningful insights.
• Strong communication and collaboration across cross-functional teams.
• Comfort working in a fast-paced, ambiguous, and evolving environment.

Required Competencies for Success

Leadership Competencies

• Drive Results – Produces clear, accurate insights that enable continuous improvement.
• Nimble Learning – Quickly adapts to new tools, systems, and search intelligence processes.
• Collaboration – Builds strong working relationships across teams.
• Self-Development – Pursues growth as digital systems evolve toward AI-driven experiences.

Core Competencies

• Ensures Accountability – Delivers reliable, high-quality analytical outputs.
• Execution Focus – Manages multiple data inputs with speed and precision.
• Strategic Mindset – Understands how structured signals and metadata power intelligent experiences.

Functional Competencies

• Attention to Detail –…