ServiceNow

Sr. Staff Content Governance Lead

ServiceNow • $139K — $244K *
San Diego, CA 92154In-Person
Consumer Technology
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 8+ years in content strategy, operations, information architecture, or governance.
  • Proven record of creating and scaling governance frameworks across teams.
  • Strong comprehension of content lifecycle and related quality assurance measures.
  • Ability to influence and collaborate without direct authority.
  • Comfortable navigating ambiguity and iterating governance models.
  • Exceptional written and verbal skills for diverse audiences.
  • Experience leading organizational change initiatives.

Responsibilities

  • Lead governance strategy and execution for Knowledge Atlas, defining standards and workflows.
  • Establish governance authority for defining 'production-ready' content and quality gates.
  • Design governance operating model, including playbooks and decision rights frameworks.
  • Foster cross-functional alignment on metadata and compliance standards with key stakeholders.
  • Implement governance tools and workflows in collaboration with Engineering teams.
  • Create training materials and conduct workshops for content governance best practices.
  • Monitor and report on governance health, tracking quality metrics and compliance.

Benefits

  • Comprehensive health plans with flexible spending accounts.
  • 401(k) Plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Matching donations and flexible time-off policies.
  • Family leave programs.
Full Job Description
Job Description

ServiceNow is transforming how enterprise knowledge is created, governed, and delivered at scale. As organizations embrace AI at every layer-from agentic workflows to generative content creation-the ability to govern content systematically becomes a competitive capability. This role is at the center of that transformation.

The Sr. Staff Content Governance Lead owns the governance strategy and execution for the Knowledge Atlas program and serves as the primary governance authority for Product Content across Digital Content and Design (DCD). This is a senior individual contributor role for someone who operates fluently at both the strategic and execution level: defining enterprise-grade governance frameworks, driving cross-functional alignment, and building the operational infrastructure that keeps AI-powered content systems trustworthy, consistent, and scalable.

You will set standards, build playbooks, partner with Engineering on implementation, and ensure governance is embedded into how DCD creates, reviews, and deploys content in an AI-native operating model.

What you get to do in this role:
  • Own governance strategy and execution for Knowledge Atlas, including definition of tagging taxonomy, content quality standards, and governance workflows across multiple teams.
  • Establish governance authority for Product Content: define what "production-ready" means, create content quality gates, validate agent outputs before deployment, and maintain content consistency standards across DCD.
  • Design and maintain governance operating model: playbooks, RACI/RAPID frameworks, escalation pathways, and decision rights for content promotion, agent governance, and skill validation.
  • Lead cross-functional governance alignment: partner with Product, Engineering, Marketing, Customer Success, and Legal to align on metadata standards, content classification, and compliance requirements.
  • Build governance infrastructure: work with Engineering partners to implement governance tooling, validation workflows, and monitoring systems that make governance enforceable at scale.
  • Develop training and enablement: create standards documentation, run governance workshops, and coach teams on governance practices as DCD scales its AI-native operations.
  • Monitor governance health: track content quality metrics, taxonomy adoption, governance compliance, and escalate risks or structural gaps to leadership.
  • Represent DCD in enterprise governance conversations: participate in cross-company conversations around data governance, metadata strategy, and content lifecycle management.


Qualifications

Basic Qualifications:
  • 8+ years of experience in content strategy, content operations, information architecture, or enterprise governance.
  • Demonstrated ability to define and implement governance frameworks at scale-building playbooks, establishing standards, and driving adoption across multiple teams.
  • Deep understanding of content lifecycle, from creation through deployment, including quality assurance and compliance checkpoints.
  • Strong partnership and influence skills: ability to operate across functions without positional authority.
  • Comfort with ambiguity and the ability to move iteratively on emerging governance models for AI-powered content.
  • Excellent written and verbal communication: ability to translate governance concepts for diverse audiences.
  • Experience leading or supporting organizational change: deploying new processes, driving adoption, and building buy-in.

Preferred Qualifications:
  • Hands-on experience with AI or generative content systems.
  • Background in product content, technical documentation, or content operations in software/SaaS.
  • Experience with tagging systems, metadata models, or taxonomy design at enterprise scale.
  • Familiarity with governance tools (ServiceNow preferred) or content management systems.
  • Track record of building governance capabilities in fast-moving organizations.

Core Competencies:
  • Strategic thinking: Connect governance design to business outcomes.
  • Systems thinking: Understand governance as an interconnected system.
  • Influence without authority: Build alignment through clarity and credibility.
  • Intellectual rigor: Comfort defining and debating governance principles and tradeoffs.
  • Operational excellence: Translate strategy into workable playbooks.
  • Coaching and enablement: Build capabilities in others.

For positions in this location, we offer a base pay of $139,900 - $244,800, 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 Information

Work Personas

We 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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

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Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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