📌 Core Information
🔹 Job Title: Customer Zero Content and Engagement Program Manager
🔹 Company: ServiceNow
🔹 Location: Orlando, Florida, United States
🔹 Job Type: Full-time
🔹 Category: Software Development
🔹 Date Posted: 2025-04-14
🔹 Experience Level: 5-10 years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Managing and coordinating a program to showcase ServiceNow's use of its platform as Customer Zero
- Supporting executives and practitioners in sharing experiences and helping customers on their journeys
- Driving content strategy and development for Customer Zero stories, and maintaining a story pipeline
- Collaborating with various teams to create and publish content, and update the master Customer Zero story deck
- Contributing to the company's largest annual user conference presentations
- Providing support and content for communications and events within the Global People Product and Service Delivery (GPPSD) team
ASSUMPTION: This role requires a strong understanding of ServiceNow's platform and products, as well as excellent communication and presentation skills. The ideal candidate will have experience in program management, strategy, sales operations, or business transformation roles.
📋 Key Responsibilities
✅ Manage and coordinate a program to support ServiceNow's commitment to showcase its use of the platform as Customer Zero
✅ Support executives and practitioners to share experiences and help customers on their journeys
✅ Drive Customer Zero content strategy and development for GPPSD, and maintain a story pipeline
✅ Create, edit, and publish GPPSD and other GP stories, and update the master Customer Zero story deck
✅ Contribute content and storylines for the company's largest annual user conference presentations
✅ Provide support and content for communications and events within GPPSD to enhance engagement and deepen understanding of the ServiceNow platform and capabilities
ASSUMPTION: This role requires strong project management, communication, and cross-functional collaboration skills in a fast-paced environment.
🎯 Required Qualifications
Education: Bachelor's degree in a relevant field or equivalent experience
Experience: 5+ years of experience working with ServiceNow's platform and products, with a strong understanding of its Employee Workflows product suite and how GP utilizes and leverages AI and automation within HRSD workflows and processes
Required Skills:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- 5+ years of experience in either program management, strategy, sales operations, or business transformation roles
- Strong proficiency in SharePoint, PowerPoint, and internal communication tools
- Excellent verbal and written communication and presentation skills
- Storytelling and Narrative Development: Strong storytelling abilities to identify and craft compelling narratives that showcase success and align with ServiceNow's messaging
- Content Development: Experience creating and managing various content types (slides, case studies, videos) to meet high-quality standards
- Adaptability & Multitasking: Ability to manage multiple projects simultaneously in a fast-paced, high-growth environment
- Stakeholder Management: Strong interpersonal skills to build and maintain relationships with internal stakeholders, account managers, and GP practitioners
- Collaborative team player who thrives in a fast-paced, high-impact environment
- Problem-solver who can anticipate needs, manage competing priorities, and drive results
Preferred Skills:
- Experience working with AI-powered tools or analyzing AI-driven insights
- Familiarity with ServiceNow's HR Service Delivery processes and workflows
ASSUMPTION: The ideal candidate will have a strong passion for ServiceNow technology and a deep understanding of its capabilities.
💰 Compensation & Benefits
Salary Range: $120,000 - $160,000 per year (based on industry standards for a role of this level and location)
Benefits:
- Competitive benefits package, including health, dental, and vision insurance
- 401(k) matching and employee stock purchase plan
- Flexible time off and paid holidays
- Employee assistance program and wellness resources
- Tuition reimbursement and professional development opportunities
Working Hours: Full-time, typically Monday-Friday, 9:00 AM - 5:00 PM ET, with flexibility for remote work
ASSUMPTION: The salary range provided is an estimate based on industry standards for a role of this level and location. The actual salary may vary based on factors such as experience, skills, and market conditions.
📌 Applicant Insights
🔍 Company Context
Industry: ServiceNow is a leading global provider of cloud-based software services that automate and digitize workflows for enterprises. The company's platform enables organizations to create smarter, faster, and better ways to work, helping them to improve employee and customer experiences, and drive business outcomes.
Company Size: ServiceNow is a large company with over 10,000 employees worldwide. This size provides opportunities for career growth and exposure to diverse teams and projects. However, it may also mean that there is more competition for advancement and less direct access to senior leadership.
Founded: ServiceNow was founded in 2004 and has since grown to become a publicly traded company with a market capitalization of over $100 billion.
Company Description:
- ServiceNow's cloud-based platform enables organizations to automate and digitize workflows, connecting people, systems, and processes to empower employees and improve customer experiences
- The company's solutions help organizations to find smarter, faster, and better ways to work, driving business outcomes and creating the future they imagine
- ServiceNow serves over 8,100 customers worldwide, including 85% of the Fortune 500, and has been recognized as a leader in various Gartner Magic Quadrants and Forrester Waves
Company Specialties:
- Service Management
- Enterprise Cloud
- Custom App Development
- Platform
- IT Service Management (ITSM)
- Security Operations
- Customer Service Management
- IT Operations Management (ITOM)
- Governance, Risk, and Compliance (GRC)
- HR Service Delivery
- Digitizing workflows
Company Website: https://www.servicenow.com/
ASSUMPTION: ServiceNow's large size and global presence provide opportunities for career growth and exposure to diverse teams and projects. However, the company's rapid growth and success may also mean that there is more competition for advancement and less direct access to senior leadership.
📊 Role Analysis
Career Level: This role is at the mid-level to senior level within the organization. It requires a significant amount of experience and expertise in program management, communication, and collaboration, as well as a deep understanding of ServiceNow's platform and products.
Reporting Structure: This role reports directly to the Senior Manager, Global People Product and Service Delivery (GPPSD). The GPPSD team is responsible for driving the strategy and execution of ServiceNow's internal HR service delivery processes and workflows.
Work Arrangement: This role is remote-friendly, with the option to work from the Orlando, Florida office or remotely from anywhere in the United States. The work arrangement is flexible, with a focus on results and outcomes rather than hours worked.
Growth Opportunities:
- Advancement within the Global People Product and Service Delivery (GPPSD) team, such as taking on more responsibilities or moving into a management role
- Transitioning to a different team or function within ServiceNow, such as moving into a product management or marketing role
- Expanding one's expertise in program management, communication, and collaboration, and taking on more complex or strategic projects
ASSUMPTION: This role provides opportunities for career growth and development within ServiceNow's Global People Product and Service Delivery (GPPSD) team, as well as the broader organization.
🌍 Location & Work Environment
Office Type: ServiceNow's Orlando office is a modern, collaborative workspace with open-concept seating, meeting rooms, and breakout spaces. The office is designed to foster innovation, creativity, and teamwork.
Office Location(s): 12900 Science Drive, Suite 100, Orlando, Florida, United States
Geographic Context:
- Orlando is a large city in central Florida, with a population of over 300,000 people
- The city is known for its theme parks, such as Walt Disney World and Universal Studios, as well as its growing technology and healthcare industries
- Orlando has a humid subtropical climate, with mild winters and hot, humid summers
Work Schedule: The work schedule for this role is typically Monday-Friday, 9:00 AM - 5:00 PM ET, with flexibility for remote work. The work arrangement is results-driven, with a focus on outcomes rather than hours worked.
ASSUMPTION: The Orlando office provides a modern, collaborative work environment, with opportunities for team-building and in-person collaboration. However, the role is remote-friendly, allowing for flexibility and work-life balance.
💼 Interview & Application Insights
Typical Process:
- Online application and resume screening
- Phone or video screening with a recruiter or HR representative
- Phone or video interview with the hiring manager or a member of the GPPSD team
- On-site or virtual final interview with multiple stakeholders, including the Senior Manager, GPPSD
- Background check and offer extension
Key Assessment Areas:
- Understanding of ServiceNow's platform and products, as well as the Employee Workflows product suite
- Program management and project management skills, including the ability to manage multiple projects simultaneously and meet deadlines
- Communication and presentation skills, including the ability to craft compelling narratives and engage with stakeholders
- Collaboration and teamwork skills, including the ability to work effectively with cross-functional teams and build relationships with stakeholders
- Problem-solving and analytical skills, including the ability to anticipate needs, manage competing priorities, and drive results
Application Tips:
- Highlight your experience with ServiceNow's platform and products, as well as your understanding of its Employee Workflows product suite and HR Service Delivery processes and workflows
- Demonstrate your program management and project management skills, including your ability to manage multiple projects simultaneously and meet deadlines
- Showcase your communication and presentation skills, including your ability to craft compelling narratives and engage with stakeholders
- Emphasize your collaboration and teamwork skills, including your ability to work effectively with cross-functional teams and build relationships with stakeholders
- Prepare for behavioral interview questions that focus on your problem-solving and analytical skills, as well as your ability to anticipate needs and manage competing priorities
ATS Keywords: ServiceNow, Customer Zero, Program Management, Content Development, Storytelling, AI Integration, Employee Workflows, HR Service Delivery, Collaboration, Communication, Presentation Skills, Problem Solving
ASSUMPTION: The interview process for this role will focus on assessing the candidate's understanding of ServiceNow's platform and products, as well as their program management, communication, and collaboration skills. The interview may also include behavioral questions that focus on the candidate's problem-solving and analytical skills.
🛠️ Tools & Technologies
- ServiceNow platform and products
- SharePoint
- PowerPoint
- Internal communication tools
- AI-powered tools (optional)
ASSUMPTION: This role requires a strong understanding of ServiceNow's platform and products, as well as proficiency in SharePoint, PowerPoint, and internal communication tools. Familiarity with AI-powered tools may be beneficial but is not required.
👔 Cultural Fit Considerations
Company Values:
- Customer Obsessed
- Innovation
- Integrity
- Performance
- Trust
Work Style:
- Collaborative and team-oriented
- Results-driven and focused on outcomes
- Adaptable and flexible, with a willingness to learn and grow
- Customer-focused and committed to delivering exceptional customer experiences
Self-Assessment Questions:
- How do you approach building and maintaining relationships with internal stakeholders, account managers, and GP practitioners?
- How do you manage competing priorities and drive results in a fast-paced, high-growth environment?
- How do you craft compelling narratives and align them with ServiceNow's messaging?
ASSUMPTION: ServiceNow values candidates who are customer-obsessed, innovative, and results-driven, with a strong commitment to integrity and trust. The ideal candidate will be collaborative, adaptable, and customer-focused, with a willingness to learn and grow.
⚠️ Potential Challenges
- The fast-paced, high-growth environment may require the ability to manage multiple projects simultaneously and meet tight deadlines
- The role may require frequent collaboration with cross-functional teams, including executives and practitioners, which may present challenges in terms of scheduling and availability
- The role may require travel to attend customer meetings, executive briefings, conferences, and user groups, which may present challenges in terms of work-life balance
- The role may require working with stakeholders who have varying levels of understanding and expertise in ServiceNow's platform and products, which may present challenges in terms of communication and collaboration
ASSUMPTION: This role presents unique challenges and opportunities, including the need to manage multiple projects simultaneously, collaborate effectively with cross-functional teams, and communicate effectively with stakeholders with varying levels of expertise.
📈 Similar Roles Comparison
- This role is similar to a Content Marketing Manager or a Program Manager within the technology industry, with a focus on customer success and engagement
- Unlike other roles, this role requires a deep understanding of ServiceNow's platform and products, as well as its Employee Workflows product suite and HR Service Delivery processes and workflows
- This role provides opportunities for career growth and development within ServiceNow's Global People Product and Service Delivery (GPPSD) team, as well as the broader organization
ASSUMPTION: This role is unique in its focus on driving customer success and engagement through content development and program management within the context of ServiceNow's platform and products.
📝 Sample Projects
- Developing a Customer Zero story pipeline and maintaining a master Customer Zero story deck for the Global People Product and Service Delivery (GPPSD) team
- Creating and publishing GPPSD and other GP stories, and contributing content and storylines for the company's largest annual user conference presentations
- Supporting executives and practitioners in sharing their experiences and helping customers on their journeys, including coordinating executive availability and preparing content for Customer Zero presentations
ASSUMPTION: These sample projects provide a sense of the types of responsibilities and deliverables associated with this role, including content development, program management, and customer engagement.
❓ Key Questions to Ask During Interview
- How does this role fit into the broader strategy and goals of the Global People Product and Service Delivery (GPPSD) team?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does this role collaborate with other teams within ServiceNow, such as Product Management or Marketing?
- What are the key challenges and opportunities for this role in the current fiscal year?
- How does ServiceNow support the professional development and growth of its employees?
ASSUMPTION: These key questions provide a framework for understanding the role's strategic fit, priorities, and opportunities, as well as ServiceNow's approach to employee development and growth.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume to highlight your experience with ServiceNow's platform and products, as well as your understanding of its Employee Workflows product suite and HR Service Delivery processes and workflows
- Prepare a cover letter that demonstrates your communication and presentation skills, as well as your ability to craft compelling narratives and engage with stakeholders
- Prepare examples of your content development and program management skills, including any relevant projects or initiatives
- Follow up with the recruiter or hiring manager one week after submitting your application to inquire about the status of your application
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
