Customer Success Content Developer

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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we’re on the 2021 list of FORTUNE World’s Most Admired Companies®.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Role

The Customer Success Content Developer plays a critical role in supporting our customer success organization through outstanding content development, creating, and delivering technical and process content. They will work for the Global Director, Customer Success Enablement Strategy, to deploy key skills and competencies for the global Customer Success Organization in the Americas, EMEA and APJ regions.

This role is instrumental in developing specific technical content and supporting enablement assets to enhance the skills required by the delivery teams to demonstrate differentiated value to our customers. The ideal candidate will have a solid background in creating highly polished delivery materials, with knowledge of related tools and methodologies. This candidate should also, have knowledge of, and or experience in, post-sales processes (consulting and/or customer success); experience managing content development process, possess an understanding of adult learning fundamentals, and have experience in the delivery of meaningful enablement programs.

This role also requires excellent organizational and interpersonal skills, and the ability to present to and interact with individuals at all levels.

What you get to do in this role:

• This role’s primary responsibility will be content creation
• Build creative technical enablement content – technical writing and collateral creation will be a fundamental responsibility for this role
• Work with SMEs (SUBJECT MATTER EXPERTS) to develop materials to support an overall enablement strategy that encompasses functional success expertise development, as well as industry and workflow expertise
• Contribute to providing the customer success team with relevant knowledge, skills, and tools to achieve objectives/priorities
• Facilitate and deliver technical enablement content
• Manage new release knowledge transfer sessions and enablement office hours
• Develop and maintain standard operating procedures for Customer Success
• Represent enablement in product release cycles
• Assist in coordinating communications and social media
• Co-build, vet, and deploy annual and quarterly enablement plans
• Provide monthly and quarterly reporting for enablement

Qualifications

To be successful in this role, we need someone who is/has

• Is super passionate about developing creative technical content, and producing learning and enablement collateral
• Advanced experience with PowerPoint and SharePoint, and honed skills in other Microsoft products: Word, Excel, Forms, SharePoint Teams
• Knowledge of creative tools such as Rise, Photoshop, Illustrator, or equivalents and knowledge of LMS (Learning Management System) systems a plus
• Ability to run content discovery sessions with stakeholders
• Experience in enabling others to be their best through leading knowledge transfer and enablement sessions
• Excellent written, verbal, and social media communication skills, including technical writing aptitude
• Experience successfully leading Projects & Programs
• Experience working with Customer Success, consulting or delivery teams
• Experience creating and/or improving operational processes
• Knowledge of the ServiceNow platform is a plus to help develop appropriate enablement plans for customer success resources
• Experience working with external vendors is a plus
• You must have the right to work in Ireland

FD21

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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

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Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.