Job Description

Engagement Communications Specialist  CA, Remote – U.S Based  

This position reports to: Director, Consumer Engagement and Experience 

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.   

We’re disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better.  

What you get to do in this role: 

The need for skilled ServiceNow people in the talent marketplace is greater than ever. ServiceNow customers, partners, and employees rely on our ability to deliver high-quality learning experiences that continuously add to the talent pool inside and outside their companies.   

As the Engagement Communication Specialist for the Training and Certification organization, you will be responsible for ensuring that customers, partners, and employees that are a part of the ServiceNow talent marketplace are informed, engaged, and inspired to continue their development journey with ServiceNow.   

In this role, you will be responsible for designing and executing on internal and external communications for ServiceNow talent marketplace consumers. Working directly with the Engagement and Experience team, marketing, brand, IT, as well as members of the Training and Certification leadership team, you will create and manage both internal and external communications that are relevant for consumers as they continue their learning journey with ServiceNow.  You will be joining a fun, fast-paced group, that enjoys working together, maintains poise under pressure, and focuses on making our customers engaged and successful.  

You will ensure we are providing both internal and external stakeholders updates on new and changing programs and initiatives, opportunities, and events.   You will be responsible for ensuring messaging aligns with key business strategies and work closely with management teams across the organization to shape TACO’s image and values, as well as identifying the appropriate methods to communicate to customers and partners.    

As the Engagement Communications Specialist, you will: 

• Develop and execute an overall communications strategy for the consumer journey as they enter, navigate, and grow within the ServiceNow talent marketplace.  

• Define and maintain a consistent communications tone and voice for the Consumer Engagement Experience.  Reflecting our Training and Certification culture and supporting the overall ServiceNow brand.  

• Design and execute an appropriate communication plan to keep engagement and interest high with our consumers.   

• Develop and maintain the fiscal year editorial calendar/plan inclusive of all types of communications and audiences. 

• Write memorable, engaging communications across all channels that drive awareness of key initiatives.  Draft messaging, FAQs, KBs, talk tracks, scriptwriting, and supporting materials. 

• Bring innovative ideas and approaches to leveraging existing and emerging communication channels to maximize consumer engagement. 

• Work closely with marketing team to ensure alignment of messages and coordination of media activities. 

• Evaluate the effectiveness of communication plans and strategies in achieving their stated objectives, including impact for all major program and product launches. Activities include drafting communications, managing reviews and approvals, deploying communications, and tracking effectiveness. 

• Work closely with Marketing, Brand, DevOps, IT, and our Now Learning team to understand the consumer experience and propose an integrated communication plan based on those findings.   

• Manage the sourcing of content, development, and distribution of required internal communications.  

• Act as point of contact for all internal newsletters where Consumer Engagement and Experience provides content.

Provide strategic input on messaging and positioning and influence key partners as needed to ensure communications are compelling, clear, and aligned with our desired tone and outcome. 

Qualifications

In order to be successful in this role, we need someone who has: 

• 5+ years of communications experience, including development of awareness and/or change messaging on large-scale programs.  

• Demonstrated writing and editing skills and ability to communicate to a variety of personas and channels. 

• Strong organizational, coordination, planning, and project management skills.  

• Ability to create clear, concise communications for key audiences, drawing upon business and communication expertise.  

• Experience in collaborating with stakeholders to develop effective change management communications and internal and external-facing awareness-based campaigns.  

• Strong interpersonal skills and ability to build collaborative relationships and drive consensus within complex projects.   

• Able to remain professional under pressure and tight deadlines. 

• Desire to take full ownership of assigned projects and can work independently. 

• Ability to identify problems and independently develop alternatives for resolution; averting problems by anticipating contingencies and raising issues at the right time.

Desirable 

• Knowledge of ServiceNow 

• Experience designing training-specific communications   

• Experience with SaaS products 

• Experience with HTML 

• Experience with SaaS marketing tools

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.  

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.