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Content Strategy Manager, Customer & Partner Leading Practices

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Team

The Customer and Partner Leading Practices team at ServiceNow provides prescriptive guidance to help customers achieve their business outcomes, and to enable our partners to accelerate customer success. As part of the Leading Practices team, you will work to drive adoption, value realization, and customer satisfaction with ServiceNow, and ultimately help our customers accelerate their digital transformations.

The Role

The Content Strategy Manager will be at the forefront of positioning leading practices as a key enabler to our company goals. The Content Strategy Manager will play a critical role in scaling the leading practices team and maximizing the impact of the content on our customers. This position will be responsible for:


  • Setting the direction and roadmap of content priorities, within the Customer and Partner Excellence team, in alignment with company priorities.
  • Defining a content architecture framework to guide our roadmaps for leading practices
  • Collaborating with content production teams to set standards for experience, quality, and consumability
  • Leading a content innovation strategy to increase the reach and impact of our content

In this position, you will work closely with Leading Practices Expert Teams and our Content Production function to oversee leading practice content roadmaps that drive customer value. You will define the governance process for creating, publishing, and promoting quality content. You will work closely with a content production teams to define standard templates and formats to increase efficiency and scale of content production. You will represent Customer and Partner Leading Practices in enterprise-wide content related initiatives.

This role requires knowledge and experience in content strategy, and in positioning content as a key enabler to enterprise goals. This role requires someone who can advance content-related priorities through influence among leaders within our team, and across the company. The successful candidate has excellent stakeholder management skills, ability to coach leaders across the team and demonstrated experience in content creation, preferably in an enterprise SaaS company. This role requires a critical thinker with strong problem-solving skills, someone who embraces new challenges, is innovative and is a great team player and culture-builder.
 

What you get to do in this role:

  • Define and influence content strategy for Customer and Partner Leading Practices
  • Collaborate with expert teams to determine content priorities and establish and manage the content roadmap
  • Collaborate with Strategy and Operations and Content Production teams to define a governance model to execute on content roadmap
  • Maintain a content architecture model and own gap analysis to determine coverage and inform roadmap prioritization
  • Develop standard metadata for leading practices to improve findability of content via external and internal search engines
  • Collaborate with our marketing and internal communications teams on a content promotion strategy
  • Collaborate with our Content Production teams to define quality standards and control processes for leading practice assets
  • Collaborate with our Content Production teams to develop new templates and innovation to improve the digitization, consumability, and actionability of leading practice assets

 

Qualifications

 In order to be successful in this role, we need someone who has: 

  • 10+ years’ experience in content strategy and architecture, preferably for post-sale content at an enterprise software company
  • Strong stakeholder management skills with demonstrated ability to influence senior level stakeholders
  • Experience scaling content production operations by setting standards and production models
  • Strong customer focus, systems analysis, and problem-solving skills.
  • Sound judgment and decision-making skills, ability to juggle multiple competing priorities, and ability to work under deadline pressure.
  • Experience working both independently and in a team-oriented, collaborative environment. Demonstrated ability to lead through influence.
  • Proven ability to adapt to shifting priorities, demands and timelines
  • Meticulous attention to detail while maintaining the ability to see the big picture.



Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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