Responsibilities

• Strategic Listening & Community Engagement (65%)
• Translate Listening into Strategy: Apply a strategic lens to community conversations to move beyond basic monitoring. Deliver actionable insights that help the client deeply understand what makes their audience tick and directly fuel their broader social strategy.
• Flawless Execution: Review a high daily volume of posts, comments, and mentions across LinkedIn, X, and Instagram to surface conversations worth joining.
• Brand Voice Stewardship: Draft engaging, contextually relevant comments and replies for approval, capturing ServiceNow's tone of voice.
• Risk & Reputation Management: Triage inbound posts against strict engagement criteria, and proactively flag negative or sensitive posts for immediate escalation.
• Sentiment Tracking: Act as the eyes and ears of the brand, tracking community sentiment and identifying emerging narratives around the brand and its programs.
• Publishing, Calendar & Content Ops (10%)
• Operational Excellence: Publish and schedule approved creative while maintaining a highly organized, up-to-date social content calendar.
• Taxonomy & Tracking: Tag and categorize all posts so activity is always trackable, current, and ready for analysis.
• Reporting & Competitive Analysis (20%)

Requirements

• Proven community management and social listening experience, with a track record of elevating high-volume tactical monitoring into strategic client value.
• In-depth knowledge of LinkedIn, X, Facebook, TikTok, YouTube, and Instagram, with a deep understanding of how audience behavior shifts across each platform.
• Exceptional short-form writing skills with a proven ability to adapt to a specific brand tone of voice.
• Working knowledge of social listening, publishing, and reporting tools, paired with the analytical ability to turn raw data into clear insights and recommendations.
• Impeccable attention to detail and time management skills, capable of maintaining a steady daily review cadence across multiple active priorities.

Preferred

• A deep passion for social media coupled with a strong interest in the tech and AI landscape. Prior experience in SaaS, AI, or enterprise software is a great bonus, but genuine curiosity and a love for the space are what matter most.

Benefits

• Fully remote with a flexible schedule; core business hours are 9:30 AM to 5:30 PM Pacific Standard Time.
• Medical (with optional vision and dental), unlimited PTO, and 401k with company match.
• A leadership team deeply invested in your ongoing growth, education, and strategic development.