Sr. Staff Content Governance Lead

Sr. Staff Content Governance Lead Full-time Employee Type: Regular Region: AMS - North America and Canada Work Persona: Flexible Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

ServiceNow is transforming how enterprise knowledge is created, governed, and delivered at scale. As organizations embrace AI at every layer—from agentic workflows to generative content creation—the ability to govern content systematically becomes a competitive capability. This role is at the center of that transformation. The Sr. Staff Content Governance Lead owns the governance strategy and execution for the Knowledge Atlas program and serves as the primary governance authority for Product Content across Digital Content and Design (DCD). This is a senior individual contributor role for someone who operates fluently at both the strategic and execution level: defining enterprise-grade governance frameworks, driving cross-functional alignment, and building the operational infrastructure that keeps AI-powered content systems trustworthy, consistent, and scalable. You will set standards, build playbooks, partner with Engineering on implementation, and ensure governance is embedded into how DCD creates, reviews, and deploys content in an AI-native operating model. What you get to do in this role: Own governance strategy and execution for Knowledge Atlas, including definition of tagging taxonomy, content quality standards, and governance workflows across multiple teams. Establish governance authority for Product Content: define what "production-ready" means, create content quality gates, validate agent outputs before deployment, and maintain content consistency standards across DCD. Design and maintain governance operating model: playbooks, RACI/RAPID frameworks, escalation pathways, and decision rights for content promotion, agent governance, and skill validation. Lead cross-functional governance alignment: partner with Product, Engineering, Marketing, Customer Success, and Legal to align on metadata standards, content classification, and compliance requirements. Build governance infrastructure: work with Engineering partners to implement governance tooling, validation workflows, and monitoring systems that make governance enforceable at scale. Develop training and enablement: create standards documentation, run governance workshops, and coach teams on governance practices as DCD scales its AI-native operations. Monitor governance health: track content quality metrics, taxonomy adoption, governance compliance, and escalate risks or structural gaps to leadership. Represent DCD in enterprise governance conversations: participate in cross-company conversations around data governance, metadata strategy, and content lifecycle management.

Basic Qualifications: 8+ years of experience in content strategy, content operations, information architecture, or enterprise governance. Demonstrated ability to define and implement governance frameworks at scale—building playbooks, establishing standards, and driving adoption across multiple teams. Deep understanding of content lifecycle, from creation through deployment, including quality assurance and compliance checkpoints. Strong partnership and influence skills: ability to operate across functions without positional authority. Comfort with ambiguity and the ability to