ServiceNow

Sr. Staff Content Portfolio Manager

ServiceNow • $133K — $233K *
San Diego, CA 92154In-Person
Enterprise Technology
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Expertise in enterprise software or process implementation
  • Proficiency in Microsoft Office and collaboration tools (SharePoint, Teams)
  • Strong communication skills for diverse audiences (business analysts, executive sponsors)
  • Cross-functional collaboration experience with engineering and product management
  • Capacity for rapid tech learning through instruction or self-training
  • 10+ years in technical documentation or content development (preferred)
  • 3+ years implementing ServiceNow in relevant workflows (preferred)

Responsibilities

  • Drive growth and adoption of innovative ServiceNow products
  • Publish insights that aid customers in implementation decisions
  • Maintain a portfolio of high-quality implementation assets
  • Serve as a thought leader within the ServiceNow ecosystem
  • Gather insights from teams on effective product implementation
  • Oversee content creation with technical writers and contractors
  • Network with implementers to address common challenges
  • Collaborate with product and engineering teams for continuous improvement
  • Conduct research to align content with customer goals
  • Support Go-To-Market strategies by ensuring content accuracy
  • Liaise with product development for feature implementation guidance

Benefits

  • Flexible spending accounts for health plans
  • 401(k) plan with company match
  • Employee Stock Purchase Plan (ESPP)
  • Matching donations for charitable contributions
  • Flexible time away plan
  • Family leave programs
Full Job Description
Job Description

Team & Role:

The Digital Content & Design (DCD) organization publishes implementation insights and prescriptive product guidance for our growing ServiceNow implementer community of customers, partners, and internal consultants.

We guide our customers through key decisions by leaning on our implementation experience, product knowledge, and the collected insights of our internal and external partners.

The Senior Staff Content Portfolio Manager is a key position within the Digital Content & Design organization that owns the collection, analysis, publication, and maintenance of product insights. The role requires strong ServiceNow platform knowledge, implementation experience, analytical thinking, an appetite for continuous learning, consistent collaboration, and succinct communication.

What you get to do in this role:
  • Participate in driving the growth and adoption of an innovative and fast-growing product
  • Publish valuable insights that guide customers to their desired outcomes through well-informed implementation decisions
  • Publish and maintain a portfolio of high-quality focused assets, e.g. implementation guides, videos, blogs, process guides
  • Be an expert thought leader in the ServiceNow eco-system for your designated workflow
  • Harvest insights from other ServiceNow teams on how best to implement your product suite and it's growing capabilities
  • Work with technical writers and external contractors to oversee the writing and publication of insights
  • Develop a network of implementers within ServiceNow and our partner and customer community to understand common product challenges and build consensus on implementation recommendations.
  • Collaborate with your ServiceNow colleagues such as outbound product managers, expert services consultants, product engineering teams, and customer success teams. Solicit feedback from external partners and customers when needed.
  • Collaborate with Product Management, Engineering, and Design to share feedback and drive continual improvement in the experience of the Now platform
  • Conduct research to maintain/understand the customer's top goals and challenges and develop insights
  • Support the Go-To-Market process by ensuring content remains accurate and up-to-date
  • Liaise with the product development team to understand the future of your chosen portfolio and ensure new platform features are accompanied by consistent and high-quality implementation solutions and information


Qualifications

Basic Qualifications:
  • Demonstrated subject matter expertise in enterprise software or process implementation
  • Proficiency in Microsoft Office and collaboration tools (e.g. 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 listed above
  • 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 (e.g., 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 (e.g., 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

For positions in this location, we offer a base pay of $133,600 - $233,800, 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.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
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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