Responsibilities

• 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

Requirements

• 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

• 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

Benefits

• 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.