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About the Role

ServiceNow Employee Experience Specialist – Employee Center Pro is the primary operational and business-facing owner of the Japan Employee Center Pro experience, with additional support for APAC as needed. This role ensures Employee Center Pro is trusted, usable, and effective for employees in Japan by combining content operations, regional product support, and ServiceNow platform execution. The specialist partners closely with regional stakeholders and global teams to balance global standards with local business needs, delivering consistent yet locally relevant employee experiences. This role does not define global platform strategy, but plays a critical role in how that strategy is experienced by employees in Japan. We are seeking a collaborative, detail-oriented, and highly autonomous ServiceNow specialist who thrives at the intersection of employee experience, content operations, and product enablement. This role operates with significant independence and judgment, serving as a trusted regional advisor to Japan stakeholders and a reliable partner to global ServiceNow delivery teams. Success requires strong decision-making, comfort navigating ambiguity, and the ability to translate real business needs into scalable Employee Center Pro solutions. This role provides first-tier triage and coordination for Japan-region requests but does not replace dedicated platform engineering, incident response, or enterprise support functions. This role supports linguistic quality review and alignment but is not responsible for performing full translations or ongoing localization production work.

Responsibilities

Serve as the primary operational owner of the Japan Employee Center Pro experience with responsibility for day-to-day execution, quality and local decision-making within global standards
Execute daily knowledge and content operations within ServiceNow, aligned to global governance, lifecycle standards, and quality guidelines.
Design, develop, and manage rich Employee Center Pro experiences using ServiceNow Content Publishing, including campaigns, topic pages, and curated content.
Partner with regional content owners to plan, publish, and maintain user-centered content aligned to local business needs.
Ensure consistent application of taxonomy, metadata, tagging, and content standards across Japan.
Monitor usage, performance, and feedback to identify optimization opportunities.
Coordinate regular reviews with subject matter experts to ensure accuracy, relevance, and consistency.
Enable and support Japan-based contributors through training on standards, authoring best practices, and publishing workflows.
Serve as first-tier triage for Japan-region Employee Center Pro–related requests and issues.
Assess, categorize, and prioritize incoming tickets to ensure timely handling within defined SLAs.
Resolve straightforward content, configuration, or access-related issues where appropriate.
Coordinate timely escalation to the appropriate global or regional support teams for complex issues, providing clear context, documentation, and impact assessment.
Track escalated items to closure and ensure feedback is communicated back to Japan stakeholders.
Identify recurring issues or patterns and partner with global teams to drive root-cause improvements.
Perform linguistic spot checks on translated Employee Center Pro content (human- or machine-translated) to ensure alignment with company tone of voice, internal terminology, and local usage standards.
Flag terminology gaps, tone issues, or localization risks and provide actionable feedback to content owners, translators, or global teams.
Partner with global teams to improve translation guidelines, glossaries, and reusable terminology over time.
Gather, analyze, and document business and user requirements related to Employee Center Pro and broader ServiceNow capabilities.
Facilitate workshops, interviews, and working sessions with Japan and APAC stakeholders.
Translate needs into well-defined user stories, functional requirements, and acceptance criteria.
Support backlog refinement, prioritization discussions, and roadmap planning with global delivery teams.
Participate in user acceptance testing (UAT) to validate delivered solutions.
Act as a regional liaison between business stakeholders and ServiceNow platform teams.
Provide ServiceNow and Employee Center Pro support to APAC stakeholders as needed, while maintaining primary responsibility for Japan.
Collaborate with global platform, product, and service teams to ensure alignment with platform standards and direction.
Communicate clearly and effectively in Japanese with regional stakeholders and English with global teams.
Provide data-driven insights and regional feedback to support continuous improvement.

Requirements

Bachelor’s degree or equivalent experience.
6+ years of experience in business systems, ServiceNow, knowledge management, or related enterprise platforms.
Hands-on experience with ServiceNow.
Proven experience gathering and documenting business requirements.
Strong stakeholder management and facilitation skills.
Ability to operate independently and exercise sound judgment balancing global standards with local needs.
Native-level Japanese and business-level English proficiency.
Hands-on experience with ServiceNow Employee Center Pro.
Experience with ServiceNow Content Publishing.
Experience supporting Product Owner or proxy PO responsibilities.
Exposure to UX, change management, or organizational learning.
Experience supporting global platforms with regional localization requirements.
Experience reviewing or validating translated content for tone, terminology, or localization quality in an enterprise environment.

Skills

ServiceNow
Business Systems
Knowledge Management
Enterprise Platforms
Employee Center Pro
Content Publishing
Product Owner
UX
Change Management
Organizational Learning
Localization

Location

Japan

Work Type

Full-time

Experience Level

6+ years

Education Level

Bachelor's degree or equivalent experience

About the Company

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work.
Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity.
We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.

Equal Opportunity

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.
We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.
PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.