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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 growing ServiceNow implementer community.
In this role, you will be a key thought leader and subject matter expert within the ServiceNow ecosystem, responsible for publishing high-quality implementation guidance that helps customers make informed decisions. You will develop and maintain a portfolio of focused assets including implementation guides, videos, blogs, and process guides across designated workflow areas.
Key responsibilities include:
- Publishing valuable insights that guide customers through implementation decisions and desired outcomes
- Serving as an expert thought leader in your designated ServiceNow workflow area
- Harvesting insights from internal ServiceNow teams, partners, and customers to understand implementation best practices
- Overseeing technical writers and external contractors to ensure quality content publication
- Building a network of implementers across ServiceNow, partner, and customer communities to identify common challenges and build consensus on recommendations
- Collaborating cross-functionally with product managers, engineering teams, expert services consultants, and customer success teams
- Conducting research to understand customer goals and challenges, developing actionable insights
- Supporting Go-To-Market processes by maintaining content accuracy and relevance
- Liaising with product development to ensure new platform features are accompanied by comprehensive implementation solutions
- Sharing customer feedback with Product Management, Engineering, and Design to drive continuous platform improvement
This is a strategic IC role requiring deep platform knowledge, implementation experience, analytical thinking, and strong communication skills. You will influence product direction and customer success through content leadership.
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
