Sr. Staff Content Portfolio Manager, Platform/AI Implementation

The Digital Content & Design (DCD) organization publishes implementation insights and prescriptive product guidance for the ServiceNow implementer community. The Senior Staff Content Portfolio Manager owns the collection, analysis, publication, and maintenance of product insights, requires strong ServiceNow platform knowledge, implementation experience, analytical thinking, continuous learning, consistent collaboration, and succinct communication.

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 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

Requirements

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; 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

Nice to have

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

Benefits

Base pay plus equity (when applicable); Variable/incentive compensation; Health plans, including flexible spending accounts; 401(k) Plan with company match; ESPP; Matching donations; Flexible time away plan; Family leave programs