Job Description

We are seeking a visionary Principal Content Architect to lead the design and implementation of scalable, intelligent content systems that are powered by AI-driven customer experiences. This role collaborates with content strategy, content architecture, UX, and engineering, and is pivotal in shaping how structured content supports personalization, automation, and intelligence across the enterprise.

Key Responsibilities:

• Design structured content models using DITA, XML, and JSON to support AI-readiness and modular reuse.
• Define metadata schemas, tagging strategies, and governance frameworks to enable semantic search, auto-tagging, and LLM consumption.
• Partner with AI engineering teams to integrate content into GenAI workflows, knowledge graphs, and conversational interfaces.
• Lead cross-functional workshops to align content architecture with product, UX, and localization goals.
• Develop and maintain authoring templates and CCMS integrations that support scalable content operations.
• Evangelize best practices for intelligent content delivery, including accessibility, localization, and personalization.
• Drive content optimization through insights, analytics, and AI-generated feedback loops.

Strategic Impact:

• Accelerate time-to-market through AI-generated content and workflow automation.
• Improve content discoverability and relevance via semantic tagging and metadata governance.
• Enhance customer engagement through personalized, intelligent content experiences.
• Support AI-driven governance and proactive content optimization.

Qualifications

Basic Qualifications:

• 8+ years in content architecture, information architecture, or content strategy.
• Deep expertise in structured content formats (DITA preferred; XML/Markdown/JSON acceptable).
• Experience with CCMS platforms (e.g., Heretto, SDL Tridion, AEM Guides, IXIASOFT).
• Familiarity with GenAI tools (e.g., LangChain, Hugging Face, ServiceNow AI Platform, Writer AI), LLMs, and prompt engineering.
• Proven ability to design content systems that support AI search, summarization, and dynamic delivery.
• Strong collaboration skills across strategy, product, engineering, and UX teams.
• Excellent written communication and information design skills.

Additional Information

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 globaltalentss@servicenow.com 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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