Senior Staff Content Portfolio Manager - Platform/AI Implementation

Job Description

Team & Role: 

The Digital Content & Design (DCD) organization publishes implementation insights and prescriptive product guidance for our growing ServiceNow implementer community of customers, partners, and internal consultants.  

We guide our customers through key decisions by leaning on our implementation experience, product knowledge, and the collected insights of our internal and external partners. 

The Senior Staff Content Portfolio Manager is a key position within the Digital Content & Design organization that owns the collection, analysis, publication, and maintenance of product insights. The role requires strong ServiceNow platform knowledge, implementation experience, analytical thinking, an appetite for continuous learning, consistent collaboration, and succinct communication. 

What you get to do in this role: 

• Participate in driving the growth and adoption of an innovative and fast-growing product 

• Publish valuable insights that guide customers to their desired outcomes through well-informed implementation decisions  

• Publish and maintain a portfolio of high-quality focused assets, e.g. implementation guides, videos, blogs, process guides 

• Be an expert thought leader in the ServiceNow eco-system for your designated workflow  

• Harvest insights from other ServiceNow teams on how best to implement your product suite and it’s growing capabilities  

• Work with technical writers and external contractors to oversee the writing and publication of insights  

• Develop a network of implementers within ServiceNow and our partner and customer community to understand common product challenges and build consensus on implementation recommendations.  

• Collaborate with your ServiceNow colleagues such as outbound product managers, expert services consultants, product engineering teams, and customer success teams. Solicit feedback from external partners and customers when needed. 

• Collaborate with Product Management, Engineering, and Design to share feedback and drive continual improvement in the experience of the Now platform 

• Conduct research to maintain/understand the customer’s top goals and challenges and develop insights 

• Support the Go-To-Market process by ensuring content remains accurate and up-to-date 

• Liaise with the product development team to understand the future of your chosen portfolio and ensure new platform features are accompanied by consistent and high-quality implementation solutions and information 

Qualifications

Basic Qualifications:

• Demonstrated subject matter expertise in enterprise software or process implementation 

• Proficiency in Microsoft Office and collaboration tools (e.g. SharePoint, Teams) 

• Strong written and verbal communication skills, tailored to different audiences (business analysts, platform owners, executive sponsors) 

• Ability to work cross-functionally with engineering, product management, customer success, and external partners 

• Aptitude to learn technology quickly through instruction and self-training 

Preferred Qualifications: 

• 10+ years of experience in technical documentation and/or content development roles 

• 3+ years implementing ServiceNow with focused experience in one of the workflow areas listed above 

• ServiceNow Certified Implementation Specialist or equivalent platform certification 

• Demonstrated experience in digital transformation initiatives (planning, governance, business case development, solution design) 

• Experience using AI tools (e.g., Claude, ChatGPT, Copilot) to enhance content creation efficiency and quality 

• Ability to understand and translate between technical capabilities, business outcomes, and strategic vision 

• Experience managing external contractors or overseeing technical writers 

• Familiarity with content authoring tools (e.g., Markdown, DITA) or demonstrated willingness to learn 

• Track record representing technical expertise at industry events, conferences, or partner enablement activities 

• Flexibility to travel on occasion 

For positions in this location, we offer a base pay of $133,600 - $233,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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