SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 133,600 - 233,800 / annual
ServiceNow's Digital Content & Design organization is seeking a Senior Staff Content Portfolio Manager to own the collection, analysis, publication, and maintenance of product implementation insights for the ServiceNow implementer community (customers, partners, and internal consultants).
In this role, you will be a key thought leader and subject matter expert responsible for publishing valuable, prescriptive guidance that helps customers make informed implementation decisions. You will build and maintain a portfolio of high-quality assets including implementation guides, videos, blogs, and process guides across a designated workflow area.
Key responsibilities include:
- Publishing and maintaining focused content assets that guide customers to successful outcomes
- Serving as an expert thought leader in the ServiceNow ecosystem for your designated product suite
- Harvesting implementation insights from ServiceNow teams, partners, and customers to inform best practices
- Overseeing technical writers and external contractors on content creation and publication
- Developing a network of implementers across ServiceNow, partner, and customer communities to understand challenges and build consensus on recommendations
- Collaborating cross-functionally with product managers, expert services consultants, engineering teams, and customer success teams
- Conducting research to understand customer goals and challenges, developing insights that drive product improvement
- Supporting Go-To-Market processes by ensuring content accuracy and relevance
- Liaising with product development to ensure new platform features are accompanied by consistent, high-quality implementation guidance
This is a staff-level individual contributor role with significant scope and influence across the organization. You will guide and mentor others through content strategy and thought leadership, but do not manage a direct team.
Requirements:
Basic Qualifications:
- Demonstrated subject matter expertise in enterprise software or process implementation
- Proficiency in Microsoft Office and collaboration tools (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
- 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 (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 (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
