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Employee Experience Manager-ServiceNow

Company Description

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. As the global leader in the food service industry, our legacy of innovation and hard work continues to drive us.

From drive thru updates to delivery to mobile order and pay, we are innovating quickly and growing. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone. We are interested in people who enhance our company culture: Does this role interest you? We encourage you to apply even if you don’t meet every single requirement!

Job Description

As the Employee Experience Manager-ServiceNow, you will help drive greater business value and partnership to our employees as we deploy HR technologies such as ServiceNow HR and Oracle HCM. Through Design Thinking, you will lead the strategic design vision across our People technology platforms but also work within the systems providing day to day design and communications updates. This role will also lead in identifying focus areas and respective communications across the entire McDonald’s organization related to Employee Experience. This individual will ensure we “sweat the details” and execute on the day to days needs to deliver a simple, easy and useful experience with our services. This role reports to Director, Comp Planning & Systems for McDonald’s Corporation in the Global People function.

What you will be doing:

  • Act as the Product Owner for Human Resources Case Management and Employee Center in ServiceNow, collaborating with relevant stakeholders and customers to understand and anticipate their needs and translate them into product requirements.
  • Provide leadership in designing the employee experience across ServiceNow HR Service Delivery platform.
  • Manage the functional change request and demand management process related to SNOW (backlog); document and refine requirements (stories) with the team and create sprint goals to deliver features and enablers; continually ensure that the team's backlog priorities are aligned with the global strategy.
  • Act as the HR functional lead/owner on our internal recognition platform (Achievers) for the Global People function, including impact analysis and process improvements for HR configuration and maintenance.
  • Drive execution of Employee Experience vision by leading design of new Global People processes, working across US and global markets.
  • Develop and deliver in ServiceNow (Knowledge, Guided Tours) training for the HR Application as necessary for all Subject Matter Experts.
  • Applying Design Thinking & Continuous Improvement across HR Technology platforms and processes.
  • Develop and deliver in ServiceNow (Knowledge, Guided Tours) training for the HR Application as necessary for all Subject Matter Experts.
  • Oversee content management development, updates and publishing.
  • Proactively seek chances to define links with key internal business partners such as: HR Business Partners, Global Total Rewards, Talent, & Legal.


  • Bachelor’s or Master’s degree, preferably in Human Resources, Business, IT or other related fields.
  • 4-6 years of dynamic experience in Human Resources, ServiceNow experience preferred. Achievers experience a plus.
  • An energetic individual who can meet the challenges of a fast-paced environment, with the comfort and skill to quickly change priorities to meet the needs of the business.
  • Strong interpersonal and problem-solving skills with ability to build relationships and influence across broad range of internal/external stakeholders, including executives.
  • Must possess a customer-centric mindset.
  • Must be adept at listening critically to customers and HR peers and being empathetic and responsive to their needs and concerns through a strong devotion to customer service and technical excellence.
  • Demonstrate project management skills and ability to innovate.
  • Effective team player with the ability to collaborate, as well as work independently
  • Understanding of Design Thinking & Continuous Improvement.
  • Advanced knowledge of current and emerging technology and process innovation practices, including Agile methodologies.
  • Strong oral and written communication skills, with the ability to translate complex technical solutions or concepts into simple, meaningful messaging for non-technical audiences. Experience in writing HR communications/practices, policies, and tools.
  • Experience in writing HR communications/practices, policies, and tools.

Additional Information

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.