Sr. Staff Content Governance Lead

Company Description

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.

Join us to put AI to work for people.

Service Now is transforming how enterprise knowledge is created, governed, and delivered  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.

• 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 elevate 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.

• 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.

• 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 (Service Now preferred) or content management systems.
• Track record of building governance capabilities in fast-moving organizations.

• 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…