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ServiceNow is seeking a Community Web Manager to lead publishing operations and content management for the ServiceNow Community Platform, one of the company's largest customer-facing digital experiences serving customers, developers, partners, user groups, and advocates.
In this role, you will own the end-to-end publishing operations across the Community platform, including executing website updates, managing staging and QA processes, and deploying content to production. You will design and build landing pages using Khoros templates, manage page layouts and responsive design, and oversee external Community properties including the ServiceNow Community YouTube channel, podcast publishing via Omny, and video publishing on Brightcove.
You will configure and maintain the Community platform infrastructure, including site navigation, redirects, content placement, tagging, labels, permissions, and visibility settings. You'll support role-based access controls and community governance requirements, partnering with engineering and product teams to identify workflow improvements and resolve publishing issues. Collaboration with UX design and brand teams will ensure consistent page layouts, component implementation, and brand compliance.
You will build and maintain product hub experiences using established templates and frameworks, coordinating content migrations, launches, and updates with business stakeholders. As the primary point of contact for Community publishing requests, you'll consult with product marketing, customer marketing, events, advocacy, and enablement teams on content strategy and best practices, translating business requirements into scalable web experiences while managing multiple competing priorities.
Additionally, you will enable self-service publishing by training stakeholders on community tools, developing documentation and training resources, and supporting content owners in maintaining their platform sections.
REQUIREMENTS:
Required: 7+ years of experience in web publishing, web content management, digital operations, community management, or related field; experience working within a CMS, digital experience platform, or online community platform; strong understanding of content governance, publishing workflows, and quality assurance practices; experience managing multiple stakeholder requests and priorities; strong written and verbal communication skills; strong project management and organizational skills.
Preferred: Experience managing publishing workflows in community platforms (Khoros, Gainsight, Higher Logic, etc.); familiarity with HTML, CSS, JSON-based content configuration, Adobe Experience Cloud (AEM, Adobe Target), Adobe Photoshop, redirects, navigation management, and CMS administration; experience supporting enterprise-scale customer-facing digital properties; experience designing and delivering stakeholder training and enablement; experience utilizing AI tools to streamline publishing workflows, content optimization, or stakeholder enablement.
