Community Web Manager

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

 

Job Description

About the Team:

The ServiceNow Community Platform team manages one of ServiceNow's largest customer-facing digital experiences. The Community serves customers, developers, partners, user groups, product teams, and advocates through forums, product hubs, events, learning resources, and peer-to-peer engagement experiences. 

We are looking for a Community Web Manager to lead publishing operations and content management across the ServiceNow Community platform. This role is responsible for ensuring content is accurate, timely, discoverable, and aligned with the needs of business stakeholders and customers. 

What You Will Do:

Own Community Publishing Operations:

• Execute and manage website updates across the ServiceNow Community platform. 

• Manage staging, quality assurance, and production deployment processes. 

• Design, build, and deploy landing pages using Khoros templates. 

• Manage page layouts, components, asset placement, and responsive design. 

• Manage external Community properties, like the ServiceNow Community YouTube channel, podcast publishing via Omny, and video publishing on Brightcove. 

Manage Community Platform Configuration:

• Configure site navigation, redirects, content placement, tagging, labels, permissions, and visibility settings. 

• Support role-based access controls and community governance requirements. 

• Partner with engineering and product to identify publishing workflow improvements, submit feature requests, and resolve publishing issues. 

• Collaborate with UX design and brand teams on page layouts, components, design implementation, and brand compliance. 

Support Product Hubs and Community Experiences: 

• Build and maintain product hub experiences using established templates and content frameworks. 

• Coordinate content migrations, launches, and updates with business stakeholders. 

• Ensure content is organized and presented consistently across the platform. 

Partner with Stakeholders: 

• Serve as the primary point of contact for Community publishing and content management requests. 

• Consult with product marketing, customer marketing, events, advocacy, and enablement teams on content strategy and site best practices. 

• Translate business requirements into scalable web experiences. 

• Manage multiple projects and competing priorities while maintaining service-level expectations.  

Enable Self-Service Publishing: 

• Train stakeholders on community tools, publishing processes, and governance standards. 

• Develop documentation, reference materials, and training resources. 

• Support content owners in maintaining their sections of the Community platform. 

 

Qualifications

Required Qualifications: 

• 7+ years of experience in web publishing, web content management, digital operations, community management, or related field. 

• Experience working within a CMS, digital experience platform, or online community platform. 

• Strong understanding of content governance, publishing workflows, and quality assurance practices. 

• Experience managing multiple stakeholder requests and priorities. 

• Strong written and verbal communication skills. 

• Strong project management and organizational skills. 

Preferred Qualifications:

• Experience managing publishing workflows in community platforms (Khoros, Gainsight, Higher Logic, etc.)" 

• Familiarity with HTML, CSS, JSON-based content configuration, Adobe Experience Cloud (AEM, Adobe Target, etc), Adobe Photoshop, redirects, navigation management, and CMS administration. 

• Experience supporting enterprise-scale customer-facing digital properties. 

• Experience designing and delivering stakeholder training and enablement. 

• Experience utilizing AI tools to streamline publishing workflows, content optimization, or stakeholder enablement. 

Key Competencies:

• Web Publishing & Content Operations 

• Digital Experience Management 

• Stakeholder Management 

• Content Governance 

• Platform Administration 

• Quality Assurance 

• Training & Enablement 

• Project Coordination 

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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