About this role
About the Customer Innovation Team
The Customer Innovation Team operates at the intersection of customer intimacy and industry and solution innovation. We translate the Voice of the Customer into industry-first, AI-fuelled strategic narratives and content that expand pipeline, strengthen trust, and fuel growth. Our work directly enables ServiceNow’s go-to-market strategy by connecting solution capabilities to customer challenges through industry-specific frameworks and thought leadership.
What you get to do in this role:
Strategic Content Development: Create industry-specific presentations, executive briefings, demo narratives, and thought leadership content (blogs, case studies, use cases). Translate ServiceNow solutions into industry-relevant business outcomes and AI-powered transformation messaging tailored to various buying centersCustomer Engagement Support: Prepare tailored presentations and briefing materials for customer meetings. Participate in select engagements to present industry insights and ServiceNow PoV. Capture and synthesize Voice of the Customer feedback to inform content strategyResearch & Market Intelligence: Research industry trends, buying center priorities, customer pain points, and competitive positioning. Leverage AI-powered tools for market research, competitive intelligence, and content generation. Analyze data from multiple sources to develop actionable insightsContent & Knowledge Management: Maintain and update industry frameworks, solution repositories, and reusable content. Ensure version control, accuracy, and alignment with solution portfolios. Contribute to team knowledge bases and organized documentationCross-Functional Collaboration: Partner with Product, Marketing, Sales, and Industry teams to ensure content alignment. Support multiple internal teams with enablement materials. Present ideas to project teams and occasionally across teams to share learnings and best practices To be successful in this role you have:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.~ 5 years of experience in business analysis, strategic consulting, GTM strategy, or content strategyStrong analytical and research skills with proven ability to gather stakeholder requirements, synthesize complex information, and develop insights that drive decision-makingExperience in client-facing or consulting roles with proven consultative skills, including stakeholder engagement, needs discovery, and tailoring solutions/content to different decision-makersExperience integrating AI into daily work processes, including using AI-powered tools for content development, research, or workflow automation. Comfortable with generative AI and willing to continuously explore new AI applications to drive innovationKnowledge of one or more target industries (Financial Services, Healthcare, Retail, Public Sector) including business challenges, operational requirements, and buying center prioritiesExceptional writing and storytelling skills with ability to create clear, compelling business content for executive audiencesExperience translating technical concepts into business language across various audiences and buying personasAbility to work independently with minimal supervision while managing multiple projects simultaneouslySuperior organizational skills with ability to effectively prioritize and collaborate across cross-functional teamsPreferred Qualifications
Experience with ServiceNow platform, enterprise software solutions, or workflow automation conceptsStrong PowerPoint/presentation design skills and experience creating executive-level contentFamiliarity with design thinking, value selling methodologies, or solution selling approaches
FD21
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, 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. 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 [email protected] 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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