[Hiring] Community Web Manager @ServiceNow

Role Description

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

• 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.

Requirements

• 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.

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.