Principal Content Architect

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
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:

• 15+ 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 [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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