Job DescriptionAbout the Team:The ServiceNow Community Platform team manages one of ServiceNow's largest customer-facing digital experiences. The Community serves customers, developers, partners, user groups, product teams, and advocates through forums, product hubs, events, learning resources, and peer-to-peer engagement experiences.
We are looking for a Community Web Manager to lead publishing operations and content management across the ServiceNow Community platform. This role is responsible for ensuring content is accurate, timely, discoverable, and aligned with the needs of business stakeholders and customers.
What You Will Do:Own Community Publishing Operations:
- Execute and manage website updates across the ServiceNow Community platform.
- Manage staging, quality assurance, and production deployment processes.
- Design, build, and deploy landing pages using Khoros templates.
- Manage page layouts, components, asset placement, and responsive design.
- Manage external Community properties, like the ServiceNow Community YouTube channel, podcast publishing via Omny, and video publishing on Brightcove.
Manage Community Platform Configuration:
- Configure site navigation, redirects, content placement, tagging, labels, permissions, and visibility settings.
- Support role-based access controls and community governance requirements.
- Partner with engineering and product to identify publishing workflow improvements, submit feature requests, and resolve publishing issues.
- Collaborate with UX design and brand teams on page layouts, components, design implementation, and brand compliance.
Support Product Hubs and Community Experiences:
- Build and maintain product hub experiences using established templates and content frameworks.
- Coordinate content migrations, launches, and updates with business stakeholders.
- Ensure content is organized and presented consistently across the platform.
Partner with Stakeholders:
- Serve as the primary point of contact for Community publishing and content management requests.
- Consult with product marketing, customer marketing, events, advocacy, and enablement teams on content strategy and site best practices.
- Translate business requirements into scalable web experiences.
- Manage multiple projects and competing priorities while maintaining service-level expectations.
Enable Self-Service Publishing:
- Train stakeholders on community tools, publishing processes, and governance standards.
- Develop documentation, reference materials, and training resources.
- Support content owners in maintaining their sections of the Community platform.
QualificationsRequired Qualifications:- 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 Qualifications:- 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, etc), 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.
Key Competencies:- Web Publishing & Content Operations
- Digital Experience Management
For positions in this location, we offer a base pay of <<$123,900-193,550>>, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
