Senior Manager, Support Content Experience

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Senior Manager, Support Content Experience

Description: As a content strategist, program manager and an expert in customer success and enablement through multi-channel support experiences, your purpose is to design a Support content experience that leads customers to the right high quality content in their flow of work within the pre-case submission journey in our self-help portal, and enables our teams to produce the content that customers need so they can consume it along that journey. This is an individual contributor role. 

You are a driver, thought leader, people oriented, and results driven.   You have demonstrated success implementing and overseeing self-service content strategies that have resulted in increased adoption and consumption of Support and enablement artifacts. 

Your goal is to promote and enable customers to self-serve across multiple channels in a simple and efficient way, and, if cases are created, ensure the handoff to our Support teams is frictionless for our customers and support engineers.  Impact: This role will reduce customer effort and improve the customer experience by improving the self-service experience and reducing the need for customers to create cases.  

What you get to do in this role:  

• Transform our Support content management strategy.  Develop and execute a strategy that surfaces and distributes the right content at the right time along the case creation journey. Devise a cross team content governance framework and execute within it 
• Embed best in class self-serve content along the case create journey; strengthen or establish links among repositories and people; serve as the change agent to get it done  
• Spearhead ongoing content optimization projects to improve efficiency and quality, customer, and employee experiences. This includes improving content search positioning and results and, where appropriate, improving customer visibility of information they seek along the journey 
• Strengthen Support’s Community presence; distribute and promote content in the Community based on Support analytics  
• Build and manage project plans. Drive the activities required to meet deadlines  
• Continuously monitor and evaluate impact while owning and driving related closed loop activities.  
• Build reports and work with large data sets to define problems, establish facts and draw conclusions that enable you to act on findings; Concisely package and present findings to various audiences.  
• Serve as the Support Content Journey SME within and outside of Support 

Qualifications

To be successful in this role you have:

• • 8+ years program/project management experience with demonstrated success in journey mapping, content strategy, content management, digital experience platforms 
  • Ability to drive change through solid change management strategies.   
  • Strong problem-solving skills. Demonstrated experience optimizing systems and processes and driving the changes necessary to get results 
  • Drive to stay current in self-service strategy and in content management that impacts Support. Introduce new ways o