Senior Content Designer

Team & Role:

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.

In the experience design organization at ServiceNow, content design is a core part of product design. We shape not just the words but also mental models, information structure, clarity, and overall usability of complex enterprise workflows. We do this not alone but in close collaboration with interaction designers, researchers, product managers, technical writers, engineers, and more. Our team is diverse in expertise and opinions, and we're united by our mission to create experiences our users love.

What you get to do in this role:

• Start from the user problem: Ground content in research and feedback, make it accessible and inclusive, and tie it to real improvements in experience quality.
• Shape experiences, not just words: Design clear informational structures, hierarchies, and flows that make complex enterprise products easy to use.
• Build foundations that scale: Extend company content standards with guidelines, terminology, and patterns for your product area.
• Collaborate across functions: Work side-by-side with designers, product managers, researchers, and engineers to shape features from concept to release.
• Bring clarity to complexity: Translate technical concepts into intuitive content and patterns that guide users with confidence.
• Design for AI: Shape conversational experiences for finding and understanding data. Create content systems that make AI-driven features transparent and trustworthy.
• Design with AI: Use AI tools to work at scale, for example to audit content, synthesize research, and prototype ideas. Help turn content standards into resources that AI tools can apply consistently.

Basic Qualifications:

• 5-10 years of experience in content design, UX writing, or content strategy for software products
• A portfolio that shows how you approach problems in complex products, not just final copy
• Experience with B2B or technical products, such as admin, configuration, developer, or data tools
• Expert writing and editing skills, with the judgment to know when content isn't the solution
• Experience working across functions through the product development lifecycle
• Experience using AI in your work, or thinking critically about how to integrate it 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.

Preferred Qualifications:

• Experience designing conversational or AI-powered experiences
• Experience contributing to content standards, terminology systems, or design systems
• Hands-on use of AI in content work, such as writing prompts, building agents or skills, or setting up automated content checks. Comfort with Markdown or Git is a plus.
• Experience working with distributed teams across time zones
• Working knowledge of tools such as Figma, Miro, and AI prototyping tools
• Bachelor's degree in English, Journalism, Communications, Human-Computer Interaction, or another relevant field, or equivalent experience