Senior AI Platform Content & Implementation Lead

ServiceNow; California (MO); Remote; USD 134,000 - 234,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Senior Staff Content Portfolio Manager to own a portfolio of product insights, guides, videos, and blogs. You will guide customers through implementation decisions, collaborate with product, engineering, and design, and oversee external writers and contractors to publish high-quality content.

The role requires deep ServiceNow knowledge, strong communication skills, and a passion for continuous learning. Flexible work options and an inclusive culture are highlights.

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.
• Ability to work cross-functionally with engineering, product management, customer success, and external partners.
• Aptitude to learn technology quickly through instruction and self-training.

Responsibilities

• 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 its 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 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

Skills

Enterprise software

Cross-functional collaboration

Communication skills

Instructional design

Education

10+ years technical documentation

Tools

SharePoint

Teams

Markdown

DITA

Job description

ServiceNow is seeking a Senior Staff Content Portfolio Manager to own a portfolio of product insights, guides, videos, and blogs. You will guide customers through implementation decisions, collaborate with product, engineering, and design, and oversee external writers and contractors to publish high-quality content.

The role requires deep ServiceNow knowledge, strong communication skills, and a passion for continuous learning. Flexible work options and an inclusive culture are highlights.