Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Team

The Customer and Partner Leading Practices team at ServiceNow provides prescriptive guidance to help customers achieve their business outcomes, and to enable our partners to accelerate customer success. As part of the Leading Practices team, you will work to drive adoption, value realization, and customer satisfaction with ServiceNow, and ultimately help our customers accelerate their digital transformations.

The Role

The Director, Content Production, will be responsible for driving the ‘last mile’ of converting leading practice insights into actionable, consumable content. This position will oversee:

• Content production workflows and project management, to ensure efficient, fast, and high-quality production
• Content innovation initiatives designed to improve the experience and consumption of leading practices
• Definition (and enforcement) of quality standards, templates, and lifecycle management for leading practice assets
• Content publishing, dissemination, and promotion

In this position, you will work closely with Leading Practices Expert Teams and our strategy function to develop and execute leading practice content roadmaps that drive customer value. This role will also be responsible for oversight of implementation methodologies and content design for Now Create, to guide ServiceNow implementations. You will define and enforce quality standards for leading practice assets, and lead the development of ‘digital first’ templates and innovation for content delivery. You will also work closely with the product manager for Now Create to develop the content roadmap for Now Create, and to define standards for asset quality, consumability, and actionability.

This role requires knowledge and experience in content production, enterprise SaaS implementations (ideally ServiceNow products), and managing global teams. This position will manage a team and should effectively represent the Customer & Partner Leading Practices team through excellent communication, presentation and writing skills; stakeholder management, collaboration, and influence; proven project management; strong leadership, and attention to detail. The successful candidate is someone who is passionate about delivering value and someone who is uncompromising in delivery of high-quality results. This role requires a critical thinker with strong problem-solving skills, someone who embraces new challenges, is innovative and is a great team player and culture-builder.
 

What you get to do in this role:

For this role, you will be responsible for:

• Lead the Content Production team to provide expert knowledge, insight and guidance for content development
• Define quality standards and control processes leading practice assets
• Lead the development of new templates and innovations to improve the digitization, consumability, and actionability of leading practice assets in Now Create, the Customer Success Center, and other channels
• Collaborate with our Strategy & Operations teams to ensure effective awareness, enablement, and adoption of leading practice content across our Create, review, and document Now Create methodologies, and drive the creation of leading practice assets to support each methodology
• Manage a global team of content producers

Qualifications

In order to be successful in this role, we need someone who has:

• Experience in the development of customer-facing leading practices and/or advisory content at scale
• Experience in a supervisory role. Experience leading, motivating and managing various team sizes, including remote and external resources.
• Experience with digital and/or video-based content initiatives and/or innovation projects.
• Exceptional communication skills (verbal, written, and presentation), to include executive communications
• Expertise in enterprise software delivery, ideally in support of ServiceNow implementations
• Skills and experience in design thinking and methods design
• Advanced project management skills. Proven ability to successfully resource, drive and deliver projects on time, on budget and with quality.
• Strong customer focus, systems analysis, and problem-solving skills.
•  Sound judgment and decision-making skills, ability to juggle multiple competing priorities, and ability to work under deadline pressure.
• Experience working both independently and in a team-oriented, collaborative environment. Demonstrated ability to lead through influence.
• Proven ability to adapt to shifting priorities, demands and timelines
• Technically competent with various software programs, including but not limited to ServiceNow, Microsoft Office (Word, Excel, PowerPoint, Visio), Miro and Lucid Charts
• Meticulous attention to detail while maintaining the ability to see the big picture.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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