Job 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 Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AI‑first implementation and adoption experience for ServiceNow’s customers. You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry. As a Technical Content Creator, you will collaborate with build & adopt and delivery acceleration teams to produce high-impact content that enables ServiceNow’s scaling partners—Global Partners & Channels, Expert Services, and Impact—to deliver autonomous and accelerated implementations at scale.. Your North Star: dramatically compress time‑to‑first-meaningful‑use, accelerate adoption, and deliver a consistently excellent, AI‑enabled implementation journey that reduces deployment friction and improves renewal outcomes.

Responsibilities: 

• Create clear, concise, and engaging technical content including implementation guides, reference architectures, enablement decks, knowledge base articles, and onboarding materials for Implementation Agent and Autonomous Implementation technologies.
• Translate complex technical concepts into accessible content tailored for partner enablement and field delivery teams.
• Partner with AI Strategists, Technical Consultants, Product Managers, and Engineering to gather source material and validate accuracy.
• Develop content strategies aligned with delivery acceleration goals and partner readiness milestones.
• Maintain and evolve content libraries to ensure materials remain current with platform capabilities and best practices.
• Contribute to internal and external thought leadership through blogs, white papers, and training assets.
• Ensure consistency in tone, terminology, and structure across all content formats and delivery channels.

Qualifications

To be successful in this role you have:

• 5+ years of experience in technical writing, instructional design, or content development for enterprise software or SaaS platforms.
• Proven ability to create technical documentation and enablement content for diverse audiences, including partners, consultants, and customers.
• Familiarity with ServiceNow platform and implementation methodologies; ServiceNow certifications are a plus.
• Strong collaboration skills and ability to work cross-functionally with technical and non-technical stakeholders.
• Excellent written and verbal communication skills with attention to clarity, structure, and tone.
• Experience with content management systems, documentation tools, and visual design platforms.
• Ability to manage multiple projects and deliver high-quality content in a fast-paced environment.
• Customer- and partner-focused mindset with a commitment to enablement excellence.
• Willingness to travel up to 50% annually.

For positions in this location, we offer a base pay of $162,600 - $284,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as

qualifications

, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 globaltalentss@servicenow.com 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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Job Tags

Full time, Work at office, Remote work, Flexible hours,

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