Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The Brand Content team, which includes thought leadership and social media, is seeking a Director of Content Experience to lead the development of a new external content hub. This hub will be designed with our brand audiences in mind, serving as a destination to increase brand affinity, foster engagement, and drive repeat visits that nurture prospects for more qualified down-funnel activities. We will collaborate with both an agency and our internal digital teams to create this experience. The hub will feature a mix of brand storytelling, thought leadership, and proprietary market research. 

As the central lead for the hub’s content and experience strategy, this role demands an experienced, influential leader who can leverage content marketing best practices, performance data, and audience insights to deliver relevant, engaging, and personalized content aligned with ServiceNow’s global and regional business goals. 

In close collaboration with our brand content editorial and activation teams, this individual will establish and manage a master editorial calendar, identify new content needs and formats, and set publishing cadences to ensure a steady flow of fresh content that meets user demands. They will also work cross-functionally with regional and executive marketing, global and regional communications, brand creative, and brand media teams to create integrated amplification plans that drive traffic to the hub during launch and key moments throughout the year. 

This role will closely partner with the digital team to continuously leverage performance data and user insights to optimize content, recommend adjustments to hub features and functionalities, and help prioritize strategic updates to enhance the user experience.

Reporting to the Head of Brand Content, this role will be supported by at least two content management leads and dedicated project management resources to assist with timeline management, budgeting, internal stakeholder coordination, and agency operations.

This role is ideal for a forward-thinking integrated content marketer who is passionate about creating and promoting meaningful, user-first content experiences that resonate with a global audience. The ideal candidate will have a strong strategic vision, deep expertise in content marketing and user experience, and a keen eye for elite-level content. 

Key Responsibilities:   

Lead the creation of a comprehensive content and publishing strategy for the brand’s content hub, ensuring that content themes, formats, and cadence align with business objectives, user engagement, and industry best practices. 

Collaborate with thought leadership managing editors, researchers, brand creative leads, and brand content activation teams to develop and maintain a central hub calendar that ensures timely content delivery for publishing and maximizes the impact of new content through supporting activation plans. 

Act as the primary strategic liaison between the Brand Content team and our external agency, overseeing the development and execution of the hub’s user experience and visual identity. Partner with project management to ensure deliverables align with expectations and key milestones are achieved on time. 

Manage relationships with regional and executive marketing teams, establishing clear content delivery expectations and publishing deadlines to ensure the consistent development and publication of high-quality global and localized hub content. 

Lead and manage cross-functional self-publishing initiatives (to be implemented post-launch), establishing content quality standards, localization guidelines, and necessary governance frameworks and approval processes within the publishing workflow. 

Showcase content & experience strategies and relevant updates to leadership through clear recaps and executive summaries. 

Spearhead the development of a 360-degree marketing launch strategy for the hub, in collaboration with brand creative, brand media, social, and comms teams. Although not directly responsible for producing all promotional content, this role will establish the strategic campaign goals and collaborate with relevant marketing leads to provide amplification recommendations, ensuring that the cross-functional delivery of marketing assets aligns with overarching objectives. 

Oversee dynamic content strategy, tracking and tagging, partnering with SEO to ensure content is organized and discoverable. 

Empower their team to act as the final quality checkpoint for published content, ensuring compliance with brand guidelines, content usage rights, and legal requirements; this role will oversee the quality assurance process by establishing clear protocols and standards for the team to follow and providing support as needed to ensure the team upholds these standards effectively. 

Collaborate with the digital team to establish quarterly KPIs and continuously evaluate performance metrics and site analytics, using these insights, along with evolving trends and organizational objectives, to refine and adapt the content strategy as needed. 

Qualifications

Competencies:  

Executes with agility: Sets aggressive yet realistic time frames to support objectives. Rejects complexity when it doesn't add value. Facilitates the sharing of best practices. Identifies new business opportunities. Maintains a balance of resources across multiple initiatives and organizational units. 

Moves fast while connecting the dots: Resourcefully gathers relevant information to understand delays or barriers and proactively suggests solutions. Encourages cross-functional analysis. Makes tough decisions. Promotes adaptability and agility, and considers multiple scenarios to prepare for potential changes. 

Collaborates and influences: Builds coalitions among multiple stakeholders. Takes clear steps to address barriers to collaboration and skillfully resolves difficult interpersonal situations. Maintains regular contact with key stakeholders and navigates political currents with tact while building enthusiasm toward ideas. 

Empowers to drive better work: Emphasizes the importance of data-driven decision-making. Empowers teams to question established ways of working and pushes decision-making to the appropriate level. Fosters accountability while eliminating barriers to team performance. 

Inspires purpose: Communicates messages to all levels of the organization, provides clarity around the vision and values. Creates a sense of energy and optimism. Embraces and expresses commitment to the organization's purpose and models ethical leadership. 

Always learning: Creates a learning environment where individuals can reflect openly on their successes and failures. Shares personal stories and lessons to guide others in their development. Asks for feedback, responds well to criticism, and takes on complex assignments to hone skills and learn from experiences. 

Desired Skills & Experience   

15+ years’ experience in content marketing/content strategy with an emphasis on digital experiences, at either an agency or in-house team, with at least 7+ years’ experience leading a team of direct reports and/or senior stakeholders 

Proficiency in digital content experience areas such as user experience, user interactivity, with a strong grasp on industry best practices and digital user journeys. 

Results-driven, and comfortable with both the analytical and creative sides of marketing, with experience reviewing and assessing performance data and insights to build elite-level content recommendations  

Demonstrated ability to influence and work across functions within and outside of marketing, building relationships to drive results, and experience communicating and presenting to C-level executives. 

Experience working within B2B brands is appreciated; agility in hypergrowth environments necessary.  

While technical digital skills like coding languages or front- and back-end development are neither required nor expected for this role, candidates should possess experience in digital content management tasks, including content scheduling, approval workflows, content archiving, metadata development, and SEO best practices. 

Bachelor’s degree in Business, Marketing or related field.  

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

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

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