Content Strategy Manager, Customer & Partner Leading Practices



Santa Clara, California
Full Time
3y ago

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



 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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Onkar By: Onkar