Sr. Staff Content Governance Lead

Job description

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.

Qualifications

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 move iteratively on emerging governance models for AI-powered content.

Excellent written and verbal communication

ability to translate governance concepts for diverse audiences.

Experience leading or supporting organizational change

deploying new processes, driving adoption, and building buy-in.

Preferred Qualifications

Hands-on experience with AI or generative content systems. Background in product content, technical documentation, or content operations in software/SaaS. Experience with tagging systems, metadata models, or taxonomy design at enterprise scale. Familiarity with governance tools (ServiceNow preferred) or content management systems. Track record of building governance capabilities in fast-moving organizations.

Core Competencies

Strategic thinking: Connect governance design to business outcomes.

Systems thinking

Understand governance as an interconnected system.

Influence without authority

Build alignment through clarity and credibility.

Intellectual rigor

Comfort defining and debating governance principles and tradeoffs.

Operational excellence

Translate strategy into workable playbooks.

Coaching and enablement

Build capabilities in others. For positions in this location, we offer a base pay of $139,900 - $244,800 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.