Team & Role: The Insights at Scale organization publishes implementation insights and prescriptive product guidance for our growing ServiceNow implementer community of customers, partners, and internal consultants.We guide our customers through key decisions by leaning on our implementation experience, product knowledge, and the collected insights of our internal and external partners.We are seeking experts with strong implementation experience and insights in at least one of the following workflow products: ITSM, CSM, ITOM, App EngineThe Senior Implementation Expert is a key position within the Content & Design organization that owns the collection, analysis, publication, and maintenance of product insights. The role requires strong ServiceNow platform knowledge, implementation experience, analytical thinking, an appetite for continuous learning, consistent collaboration, and succinct communication.What you get to do in this role:Participate in driving the growth and adoption of an innovative and fast-growing productPublish valuable insights that guide customers to their desired outcomes through well-informed implementation decisionsPublish and maintain a portfolio of high-quality focused assets e.g. implementation guides, videos, blogs, process guidesBe an expert thought leader in the ServiceNow eco-system for your designated workflowHarvest insights from other ServiceNow teams on how best to implement your product suite and it’s growing capabilitiesWork with technical writers and external contractors to oversee the writing and publication of insightsDevelop a network of implementers within ServiceNow and our partner and customer community to understand common product challenges and build consensus on implementation recommendations.Collaborate with your ServiceNow colleagues such as outbound product managers, expert services consultants, product engineering teams, and customer success teams. Solicit feedback from external partners and customers when needed.Collaborate with Product Management, Engineering, and Design to share feedback and drive continual improvement in the experience of the Now platformConduct research to maintain/understand the customer’s top goals and challenges and develop insightsSupport the Go-To-Market process by ensuring content remains accurate and up-to-dateRepresent ServiceNow at industry conferences, user groups and partner enablement eventsLiaise with the product development team to understand the future of your chosen portfolio and ensure new platform features are accompanied by consistent and high-quality implementation solutions and information
