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.
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Job Description
ServiceNow is transforming how enterprise knowledge is created, governed, and delivered at scale. As organizations embrace AI at every layer—from agentic workflows to generative content creation—the ability to govern content systematically becomes a competitive capability. This role is at the center of that transformation.
The Sr. Staff Content Governance Lead owns the governance strategy and execution for the Knowledge Atlas program and serves as the primary governance authority for Product Content across Digital Content and Design (DCD). This is a senior individual contributor role for someone who operates fluently at both the strategic and execution level: defining enterprise-grade governance frameworks, driving cross-functional alignment, and building the operational infrastructure that keeps AI-powered content systems trustworthy, consistent, and scalable.
You will set standards, build playbooks, partner with Engineering on implementation, and ensure governance is embedded into how DCD creates, reviews, and deploys content in an AI-native operating model.
What you get to do in this role:
- Own governance strategy and execution for Knowledge Atlas, including definition of tagging taxonomy, content quality standards, and governance workflows across multiple teams.
- Establish governance authority for Product Content: define what "production-ready" means, create content quality gates, validate agent outputs before deployment, and maintain content consistency standards across DCD.
- Design and maintain governance operating model: playbooks, RACI/RAPID frameworks, escalation pathways, and decision rights for content promotion, agent governance, and skill validation.
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- Lead cross-functional governance alignment: partner with Product, Engineering, Marketing, Customer Success, and Legal to align on metadata standards, content classification, and compliance requirements.
- Build governance infrastructure: work with Engineering partners to implement governance tooling, validation workflows, and monitoring systems that make governance enforceable at scale.
- Develop training and enablement: create standards documentation, run governance workshops, and coach teams on governance practices as DCD scales its AI-native operations.
- Monitor governance health: track content quality metrics, taxonomy adoption, governance compliance, and escalate risks or structural gaps to leadership.
- Represent DCD in enterprise governance conversations: participate in cross-company conversations around data governance, metadata strategy, and content lifecycle management.
Basic Qualifications:
- 8+ years of experience in content strategy, content operations, information architecture, or enterprise governance.
- Demonstrated ability to define and implement governance frameworks at scale—building playbooks, establishing standards, and driving adoption across multiple teams.
- Deep understanding of content lifecycle, from creation through deployment, including quality assurance and compliance checkpoints.
- Strong partnership and influence skills: ability to operate across functions without positional authority.
- Comfort with ambiguity and the ability to move iteratively on emerging governance models for AI-powered content.
- Excellent written and verbal communication: ability to translate governance concepts for diverse audiences.
- Experience leading or supporting organizational change: deploying new processes, driving adoption, and building buy-in.
Preferred Qualifications:
- Hands-on experience with AI or generative content systems.
- Background in product content, technical documentation, or content operations in software/SaaS.
- Experience with tagging systems, metadata models, or taxonomy design at enterprise scale.
- Familiarity with governance tools (ServiceNow preferred) or content management systems.
- Track record of building governance capabilities in fast-moving organizations.
Core Competencies:
- Strategic thinking: Connect governance design to business outcomes.
- Systems thinking: Understand governance as an interconnected system.
- Influence without authority: Build alignment through clarity and credibility.
- Intellectual rigor: Comfort defining and debating governance principles and tradeoffs.
- Operational excellence: Translate strategy into workable playbooks.
- Coaching and enablement: Build capabilities in others.
For positions in this location, we offer a base pay of $139,900 - $244,800, 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, 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.
