Sr. Content Portfolio Manager, Platform​/AI Implementation

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500 work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

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The Digital Content & Design (DCD) organization publishes implementation insights and prescriptive product guidance for our growing Service Now 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 Service Now platform knowledge, implementation experience, analytical thinking, an appetite for continuous learning, consistent collaboration, and succinct communication.

• 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 Service Now eco-system for your designated workflow

• Harvest insights from other Service Now 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 Service Now and our partner and customer community to understand common product challenges and build consensus on implementation recommendations.

• Collaborate with your Service Now 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

• 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

• 10+ years of experience in technical documentation and/or content development roles

• 3+ years implementing Service Now with focused experience in…