Senior Content Designer, Impact

📍 Job Overview

Job Title: Senior Content Designer, Impact Company: ServiceNow Location: Dublin, Ireland Job Type: Full-time Category: User Experience Design (Content Design) Date Posted: 2025-09-19 Experience Level: Senior (5+ years) Remote Status: Remote OK

🚀 Role Summary

• Design clear informational structures, hierarchies, models, and user flows for complex enterprise software, focusing on usability and clarity.
• Collaborate closely with cross-functional teams including interaction designers, researchers, product managers, technical writers, and engineers throughout the product development lifecycle.
• Translate technical concepts and complex enterprise workflows into intuitive, accessible, and inclusive content that guides users effectively.
• Contribute to the development and maintenance of content standards, patterns, and design systems to ensure consistency across ServiceNow products.
• Champion user needs by ensuring content is rooted in research, feedback, and accessibility best practices to solve identified user challenges.

📝 Enhancement Note: While the job title is "Senior Content Designer, Impact," the core responsibilities and qualifications strongly align with a UX Content Design or Content Strategy role within a product development environment. The "Impact" designation likely refers to the focus on creating meaningful and effective user experiences that drive business value and user satisfaction within ServiceNow's enterprise solutions. The role emphasizes shaping the overall user experience through content, not just writing UI text.

📈 Primary Responsibilities

• Design and refine user interface (UI) content, including microcopy, error messages, onboarding flows, and instructional text, to ensure clarity, helpfulness, and adherence to brand voice.
• Develop and maintain content guidelines, style guides, and terminology databases in collaboration with design and product teams to ensure consistency and quality across the platform.
• Conduct content audits and competitive analyses to identify areas for improvement in user experience and content strategy.
• Participate in user research activities (e.g., usability testing, interviews) to gather feedback on content and inform design decisions.
• Advocate for content best practices and user-centered design principles within product teams and the broader organization.
• Collaborate with technical writers to ensure a cohesive approach to product documentation and in-product help.

📝 Enhancement Note: The raw description highlights shaping "experiences, not just words" and bringing "clarity to complexity." This implies a strategic responsibility beyond just writing UI text, including information architecture, content modeling, and ensuring content supports user goals and mental models. The role also involves building "scalable systems," suggesting a need to contribute to reusable content patterns and potentially participate in the evolution of ServiceNow's design system from a content perspective.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in English, Journalism, Communications, Human-Computer Interaction Design, or a related field; OR equivalent practical work experience.

Experience:

• 5+ years of professional experience in content design, content strategy, UX writing, copywriting, or a closely related field.
• Experience in Business-to-Business (B2B) environments is preferred, given ServiceNow's enterprise software focus.
• Demonstrated experience participating in the complete product development lifecycle for web and/or software applications, from concept to release.
• Experience in user experience (UX) design or a related industry role (corporate software, web development, agency work).

Required Skills:

• Excellent verbal and written communication skills, with an exceptional command of English grammar, structure, and punctuation.
• Proficiency in designing clear informational structures, hierarchies, and user flows.
• Ability to translate complex technical concepts into intuitive and user-friendly content.
• Experience in user research methodologies and applying insights to content design.
• Strong collaboration and partnership skills, with the ability to work effectively with cross-functional teams.
• Familiarity with design principles and user-centered design methodologies.

Preferred Skills:

• Working knowledge of design and prototyping tools such as Figma, Sketch, Miro, or InVision.
• Experience leveraging or critically thinking about how to integrate Artificial Intelligence (AI) into work processes, decision-making, or problem-solving. This includes using AI tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact.
• Experience contributing to or working with design systems and content standards.
• Understanding of accessibility principles and inclusive design practices for content.

📝 Enhancement Note: The "Basic Qualifications" explicitly mention experience with AI integration, which is a critical differentiator for this role and indicates ServiceNow's forward-looking approach. The preferred skills list common UX design tools, suggesting candidates should be comfortable with these for collaboration and prototyping. The B2B preference is key, as enterprise content design often differs from consumer-facing products in complexity and audience.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong understanding of content design principles and their application in creating user-centered experiences for complex software.
• Showcase examples of how you have translated user needs and business requirements into clear, concise, and effective UI content and information architectures.
• Include case studies that highlight your process for tackling content challenges, from initial research and strategy to final implementation and iteration.
• Present examples of contributions to design systems, content standards, or style guides, illustrating your ability to build scalable and consistent content solutions.
• Provide evidence of collaborative work, showing how you partnered with designers, researchers, product managers, and engineers to deliver successful product features.

Process Documentation:

• Document your approach to content strategy development, including user research, competitive analysis, and defining content goals.
• Illustrate your process for creating and refining UI copy, including methods for ensuring clarity, conciseness, and brand voice consistency.
• Detail how you integrate user feedback and research findings into your content design process for continuous improvement.
• Showcase your workflow for collaborating with cross-functional teams, including how you communicate content decisions and rationale.

📝 Enhancement Note: For a Senior Content Designer role, a portfolio is crucial. It should not just be a collection of writing samples but a demonstration of strategic thinking, process, and impact. Candidates should be prepared to articulate their decision-making process for content choices, how they measured success, and how their work contributed to the overall user experience and product goals. Highlighting collaboration and system-thinking (design systems, patterns) will be key.

💵 Compensation & Benefits

Salary Range:

• Estimate: Based on industry benchmarks for Senior Content Designers in Dublin, Ireland, with 5+ years of experience, the estimated annual salary range would typically fall between €60,000 and €90,000. This estimate considers the cost of living in Dublin, the seniority of the role, and the specific skills required.
• Data Sources: Estimates are derived from general salary data for UX/Content Design roles in Ireland, factoring in the reputation and market position of ServiceNow as a global tech leader.

Benefits:

• Comprehensive health and wellness programs.
• Generous paid time off, including holidays and personal days.
• Retirement savings plans (e.g., pension contributions).
• Opportunities for professional development, training, and conference attendance.
• Employee stock purchase programs or equity options.
• Flexible work arrangements, including remote work options.
• Access to employee assistance programs for personal and professional support.

Working Hours:

• Standard full-time hours are expected, typically around 40 hours per week.
• ServiceNow emphasizes flexibility and trust, suggesting potential for adaptable scheduling within the full-time framework, accommodating the remote work aspect.

📝 Enhancement Note: ServiceNow is known for offering competitive compensation and benefits packages. While specific details aren't provided in the raw listing, the inclusion of "Impact" in the title and the company's global standing suggest a robust benefits structure designed to attract and retain senior talent. The salary estimate is based on general market data for senior UX/Content roles in a major European tech hub like Dublin.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Cloud Computing / Software as a Service (SaaS) Company Size: ServiceNow is a large enterprise, employing thousands of people globally. The provided LinkedIn data indicates a company size of over 10,000 employees. Founded: 2004 by Fred Luddy in San Diego, California.

Team Structure:

• The Content Design function is integrated within the broader Experience Design organization at ServiceNow.
• Content designers work in close collaboration with interaction designers, researchers, product managers, technical writers, and engineers within product teams.
• The team is described as diverse in expertise and opinions, united by a mission to create user-loved experiences.

Methodology:

• Emphasis on a user-centered design approach, integrating content design as a core part of product design.
• Focus on shaping mental models, information structure, clarity, and overall usability of complex enterprise workflows.
• Commitment to creating scalable systems through content standards and patterns.
• Incorporation of research and user feedback to inform content decisions.
• Growing emphasis on AI integration in work processes and product features.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow operates in the highly competitive enterprise SaaS market, known for its focus on workflow automation and digital transformation. Its culture is likely driven by innovation, customer focus, and a commitment to improving how work gets done. The User Experience team, and specifically Content Design within it, plays a critical role in making these complex enterprise solutions accessible and effective for users. The mention of AI integration is a significant cultural and technological indicator.

📈 Career & Growth Analysis

Operations Career Level: Senior Contenter Designer. This level implies a significant degree of autonomy, strategic input, and the ability to mentor or guide less experienced designers. It suggests ownership of complex features or product areas.

Reporting Structure: Content designers typically report into a Director or VP of UX Design or Experience Design. They work within product teams, reporting functionally to UX leadership and collaboratively to product managers and engineering leads for specific projects.

Operations Impact: Content designers at ServiceNow have a direct impact on user adoption, efficiency, and satisfaction with the platform. By simplifying complex enterprise workflows through clear content, they reduce user error, improve training effectiveness, and enhance overall productivity for ServiceNow customers. This directly contributes to customer retention and value realization from the platform.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific areas like content strategy, design systems, information architecture, or AI-driven content.
• Leadership Track: Progress to Lead Content Designer, managing a team or critical product areas, or move into Content Strategy leadership roles.
• Cross-functional Mobility: Opportunities to move into related roles such as Product Management, Technical Writing Management, or UX Research leadership.
• Mentorship: Opportunity to mentor junior content designers and contribute to the growth of the UX organization.
• Industry Exposure: Work on cutting-edge enterprise technology and gain experience with AI integration in software design.

📝 Enhancement Note: The "Senior" title suggests a role with significant influence and potential for future leadership. ServiceNow, as a large tech company, typically offers structured career paths and ample opportunities for professional development. The emphasis on "Impact" in the job title reinforces the expectation that this role plays a crucial part in the success of ServiceNow's products and its customers.

🌐 Work Environment

Office Type: ServiceNow utilizes a "New World of Work" model, which includes flexible work personas (flexible, remote, or required in-office). This specific role is advertised as "Remote OK," indicating a significant degree of flexibility.

Office Location(s): The primary listed location is Dawson Street, Dublin, Ireland. ServiceNow has numerous offices globally, but this role appears to be based out of or aligned with their Dublin operations.

Workspace Context:

• The role is designed for collaboration, both within product teams and across the broader UX organization.
• Expect a dynamic environment where ideas are shared openly, and diverse perspectives are valued.
• Access to industry-standard design and collaboration tools (Figma, Miro, etc.) is implied.
• The remote-friendly nature of the role means candidates should be comfortable working independently and managing their time effectively while staying connected with distributed teams.

Work Schedule: Standard full-time work schedule (approx. 40 hours/week) is expected, with flexibility offered within the company's work persona framework. This allows for managing personal needs while meeting project deadlines and team collaboration requirements.

📝 Enhancement Note: The "Remote OK" status is a key indicator of the work environment. It suggests that while the company has a physical presence in Dublin, the team is accustomed to and supports remote collaboration. Candidates should be prepared for a hybrid or fully remote setup, requiring strong communication and self-management skills.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review applications and conduct a brief phone screen to assess basic qualifications, experience, and cultural fit.
• Portfolio Review & Interview: Candidates will be asked to present their portfolio, showcasing relevant work and discussing their process, decision-making, and impact. This typically involves a deeper dive into specific case studies.
• Skills-Based Interview/Challenge: Expect a practical exercise or a more in-depth discussion focused on content design challenges, problem-solving, and strategic thinking. This might involve critiquing existing content, proposing solutions for new features, or discussing AI integration scenarios.
• Cross-functional Interviews: Interviews with potential peers (e.g., interaction designers, product managers) and leadership to assess collaboration skills and alignment with team dynamics.
• Final Interview: Often with a senior leader (e.g., Director of UX) to finalize the decision, focusing on strategic alignment and overall fit.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest, most relevant projects. Prioritize B2B enterprise software examples if possible.
• Showcase Process: For each project, clearly outline the problem, your role, your process (research, ideation, design, testing, iteration), the solutions you implemented, and the measurable impact.
• Highlight Collaboration: Detail how you worked with other disciplines (design, product, engineering) and how you incorporated their feedback.
• Demonstrate Strategic Thinking: Explain the why behind your content decisions, not just the what. Show how content contributed to user goals and business objectives.
• Address AI: If you have projects involving AI or can discuss your thought process on integrating AI into content workflows, include them.

Challenge Preparation:

• Understand ServiceNow: Research ServiceNow's platform, products, and target audience. Familiarize yourself with their existing UX and content.
• Practice Critiques: Be ready to analyze and critique existing UI content, identifying areas for improvement based on UX principles.
• Problem-Solving Scenarios: Prepare to discuss how you would approach content design for specific features or user problems, especially those involving complex enterprise workflows or AI integration.
• Articulate AI Integration: Think about how AI can enhance content design processes (e.g., content generation, analysis, personalization) and how you would approach implementing it responsibly.

📝 Enhancement Note: Given the seniority and the focus on "Impact," interviewers will be looking for more than just writing skills. They'll want to see strategic thinking, a deep understanding of UX principles, strong collaboration capabilities, and a demonstrable track record of delivering successful outcomes. The portfolio is your primary tool to convey this.

🛠 Tools & Technology Stack

Primary Tools:

• Content Design & Prototyping: Figma, Sketch, Miro, InVision (candidates are expected to have working knowledge of at least some of these).
• Collaboration Platforms: Slack, Microsoft Teams, Confluence, Jira.
• Content Management Systems (CMS): Familiarity with CMS environments for managing and publishing content.

Analytics & Reporting:

• Experience with analytics tools (e.g., Google Analytics, Adobe Analytics) to understand user behavior and content performance.
• Tools for A/B testing and experimentation.
• Data visualization tools (e.g., Tableau, Power BI) may be beneficial for understanding user data.

CRM & Automation:

• While not directly a CRM role, understanding how content design integrates with CRM systems (like Salesforce) and marketing automation platforms can be advantageous for understanding the broader customer journey.
• Familiarity with workflow automation principles and tools, especially in the context of enterprise software.

📝 Enhancement Note: Proficiency in standard UX design and collaboration tools is a given for a Senior Content Designer. The explicit mention of AI integration suggests a need for candidates to think critically about how AI tools can augment the content design process, rather than just using traditional methods.

👥 Team Culture & Values

Operations Values:

• User Focus: A deep commitment to understanding and serving user needs through intuitive and helpful experiences.
• Collaboration: Valuing teamwork and cross-functional partnerships to achieve shared goals.
• Innovation: Encouraging new ideas and approaches, particularly in leveraging technology like AI to improve work processes.
• Clarity & Simplicity: Striving to make complex enterprise software easy to understand and use through clear communication.
• Quality & Consistency: Maintaining high standards for content across all products and touchpoints.
• Inclusivity & Accessibility: Ensuring that experiences are accessible and welcoming to all users.

Collaboration Style:

• Designers work closely with Product Management and Engineering to integrate content seamlessly into product development.
• Content designers are expected to be active participants in design critiques and reviews, providing and receiving constructive feedback.
• A culture of knowledge sharing and continuous learning is encouraged, fostering an environment where team members can grow and develop their skills.

📝 Enhancement Note: ServiceNow's emphasis on "making the world work better for everyone" suggests a culture that is purpose-driven and focused on creating positive impact. The UX team's values will likely mirror this, prioritizing user success and the quality of the digital experiences provided.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Enterprise Software: Designing content for sophisticated enterprise workflows requires a deep understanding of user tasks and business logic.
• Balancing User Needs with Business Goals: Ensuring content is both user-friendly and effectively supports business objectives.
• Scaling Content Across a Large Platform: Maintaining consistency and quality as ServiceNow continues to grow and introduce new features.
• Integrating AI Thoughtfully: Navigating the evolving landscape of AI in content design, ensuring responsible and effective implementation.
• Remote Collaboration: Maintaining strong communication and team cohesion in a distributed work environment.

Learning & Development Opportunities:

• AI in UX: Opportunities to explore and implement AI tools and strategies within content design workflows.
• Design Systems: Contributing to and learning from ServiceNow's design system, enhancing skills in creating scalable and reusable content solutions.
• Enterprise UX: Gaining deep expertise in designing for complex B2B enterprise environments.
• Mentorship Programs: Access to senior talent for guidance and skill development.
• Industry Conferences & Training: Support for attending relevant UX and content design events.

📝 Enhancement Note: The challenges presented are typical for senior roles in large tech companies, particularly those dealing with complex software. The growth opportunities are significant, offering pathways for specialization and leadership within a rapidly evolving field.

💡 Interview Preparation

Strategy Questions:

• Content Strategy for AI Features: "How would you approach content strategy for a new AI-powered feature within the ServiceNow platform? What user needs would you prioritize, and how would you ensure clarity and trust in the AI's output?"
  • Preparation: Research how companies are currently communicating AI functionality and limitations. Think about user trust, transparency, and error handling in AI interactions. Consider how content can guide users in leveraging AI effectively.
• Cross-Functional Collaboration: "Describe a time you had to influence stakeholders (e.g., product managers, engineers) to adopt your content design recommendations. What was your approach, and what was the outcome?"
  • Preparation: Prepare a STAR (Situation, Task, Action, Result) story that highlights your ability to advocate for user needs and articulate the value of your content solutions. Focus on communication and negotiation skills.
• Process Improvement: "Walk us through a challenging content design problem you solved. What was your process, what tools did you use, and how did you measure the success of your solution?"
  • Preparation: Select a robust case study from your portfolio that demonstrates your problem-solving methodology, research skills, and impact measurement. Be ready to detail every step.

Company & Culture Questions:

• ServiceNow's Mission: "How does your approach to content design align with ServiceNow's mission to make the world work better for everyone?"
  • Preparation: Understand ServiceNow's core values and mission. Connect your passion for creating clear, efficient, and user-friendly experiences to their broader goals.
• Team Dynamics: "How do you approach collaboration within a distributed team, and what are your expectations for team communication and feedback?"
  • Preparation: Share your strategies for effective remote collaboration, including regular check-ins, clear documentation, and proactive communication.

Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation with a clear beginning (problem), middle (process and solutions), and end (impact and learnings).
• Show, Don't Just Tell: Use visuals (screenshots, mockups, flows) to illustrate your points. Explain the rationale behind your design choices, not just the final copy.
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the positive outcomes of your work (e.g., reduced error rates, improved task completion times, increased user satisfaction).
• Be Prepared for Questions: Anticipate questions about your process, decisions, challenges, and how you would apply your skills to ServiceNow's specific context.

📝 Enhancement Note: ServiceNow will be looking for candidates who can articulate their strategic thinking, demonstrate a deep understanding of UX principles, and showcase a proven ability to deliver impactful results through content design. The ability to discuss AI integration and navigate complex enterprise environments will be key differentiators.

📌 Application Steps

To apply for this Senior Content Designer position:

• Submit your application through the ServiceNow careers portal via the provided job link.
• Portfolio Customization: Tailor your resume and portfolio to highlight experience directly relevant to enterprise software, B2B contexts, and user experience design. Emphasize projects where you've improved clarity, usability, and user workflows.
• Resume Optimization: Ensure your resume clearly states your years of experience, key skills (content strategy, UX writing, information architecture, collaboration, AI integration), and specific achievements with quantifiable results. Use keywords from the job description naturally.
• Interview Preparation: Practice articulating your portfolio case studies, focusing on your process, decision-making, and the impact of your work. Prepare thoughtful questions about the team, the role, and ServiceNow's approach to UX and content.
• Company Research: Familiarize yourself with ServiceNow's products, mission, values, and recent news. Understand their target audience and the challenges they aim to solve for their enterprise customers. Pay attention to their stance on AI and innovation.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.