Senior Content Designer, Impact

📍 Job Overview

Job Title: Senior Content Designer, Impact Company: ServiceNow Location: Dublin, Leinster, Ireland Job Type: Full-time Category: User Experience (UX) / Content Design Date Posted: 2025-09-18T07:05:04.246 Experience Level: Senior (5-10 years) Remote Status: Remote OK

🚀 Role Summary

• This role focuses on shaping user experiences through strategic content design, going beyond mere word selection to influence information architecture, clarity, and overall product usability within complex enterprise workflows.
• You will be a key collaborator within the experience design organization, working alongside interaction designers, researchers, product managers, technical writers, and engineers to drive product features from initial concept through to final release.
• A core aspect of this position involves translating intricate technical concepts into intuitive, user-friendly content and patterns that guide users effectively and foster confidence in navigating enterprise software.
• You will contribute to building scalable content systems, including content standards, reusable patterns, and design system components, to ensure consistent, high-quality user experiences across ServiceNow's product portfolio.
• A strong emphasis is placed on user advocacy, ensuring content is accessible, inclusive, and informed by user research and feedback to directly address user challenges.

📝 Enhancement Note: While the job title is "Senior Content Designer, Impact," the core responsibilities and qualifications clearly align with a UX Content Design or Content Strategy role within a product development context, rather than a marketing or corporate communications function. The "Impact" designation likely refers to the role's contribution to user experience and product success metrics.

📈 Primary Responsibilities

• Design and develop clear informational structures, hierarchies, and user flows for complex enterprise products, ensuring ease of use and intuitive navigation.
• Collaborate closely with cross-functional product design teams, including interaction designers, researchers, product managers, and engineers, throughout the entire product development lifecycle.
• Translate complex technical concepts, product functionalities, and business requirements into clear, concise, and user-centered content and microcopy.
• Contribute to the development and maintenance of content standards, style guides, reusable content patterns, and design system components to ensure consistency and quality across the ServiceNow platform.
• Champion user needs by ensuring content is accessible, inclusive, and grounded in user research, feedback, and data analytics to solve identified user pain points.
• Participate in user research activities, analyze feedback, and leverage insights to iterate on content and improve the overall user experience.
• Advocate for content design best practices within the product development process and across various teams.

📝 Enhancement Note: The responsibilities emphasize a holistic approach to content design, integrating it deeply into the product development lifecycle and user experience strategy, which is a hallmark of senior-level UX content roles.

🎓 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 experience in content design, content strategy, UX writing, copywriting, or a similar role.
• B2B (Business-to-Business) experience is preferred, indicating a need to understand complex enterprise user needs and workflows.
• Experience in participating in the complete product development lifecycle of web and/or software applications.
• Experience in user experience (UX) design or relevant industry experience (e.g., corporate, software, web, agency).

Required Skills:

• Content Design & Strategy: Proven ability to shape user experiences through information architecture, content hierarchy, and clear, concise language.
• UX Writing: Expertise in crafting user-centered copy for interfaces, including microcopy, error messages, tooltips, and onboarding flows.
• Communication Skills: Excellent verbal and written communication, with a strong command of English grammar, structure, and punctuation.
• Cross-functional Collaboration: Ability to work effectively with designers, product managers, researchers, engineers, and other stakeholders.
• Design Tools Proficiency: Working knowledge of design principles and methods, and familiarity with tools such as Figma, Sketch, Miro, or InVision.
• AI Integration Awareness: Experience or critical thinking regarding the integration of AI into work processes, decision-making, or problem-solving, including using AI tools or analyzing AI-driven insights.
• User-Centered Design: A strong understanding of user-centered design principles and methodologies.

Preferred Skills:

• B2B Product Experience: Familiarity with enterprise software, complex workflows, and the specific needs of business users.
• Design Systems: Experience contributing to or working with design systems and style guides.
• Accessibility Standards: Knowledge of accessibility guidelines (e.g., WCAG) and how to apply them to content.
• User Research: Experience participating in or leveraging user research findings to inform content decisions.
• Problem-Solving: Aptitude for identifying and solving user problems through content and UX design.

📝 Enhancement Note: The requirement for AI integration experience suggests a forward-thinking approach to content design, acknowledging the increasing role of AI in product development and user assistance. The emphasis on B2B experience is crucial for candidates to understand the nuanced needs of enterprise clients.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating your process from problem identification to solution, highlighting your role in shaping user experiences through content.
• Information Architecture: Provide examples of how you've designed or improved information structures, navigation, and content hierarchies for complex products.
• Content Strategy Examples: Include samples of content strategy deliverables, such as content audits, style guides, voice and tone guidelines, or content models.
• Cross-functional Collaboration Evidence: Illustrate instances where you collaborated effectively with designers, researchers, and product managers, showing how content decisions were integrated into the broader product design.
• Problem-Solving & User Impact: Clearly articulate the user problems addressed, the content solutions implemented, and the measurable impact (e.g., improved usability, reduced error rates, increased task completion, enhanced user satisfaction).

Process Documentation:

• Demonstrations of your end-to-end content design process, from initial research and conceptualization to content creation, review, and implementation.
• Examples of how you've documented content decisions, rationale, and specifications for development teams.
• Evidence of your approach to maintaining content consistency and scalability, potentially through style guides or content system contributions.

📝 Enhancement Note: A strong portfolio is critical for this role. It should not only display polished final content but also clearly articulate the strategic thinking, research, and collaborative processes behind it, emphasizing the "impact" aspect of the job title. Candidates should be prepared to discuss their role in detail and the rationale behind their design choices.

💵 Compensation & Benefits

Salary Range: As this is a Senior Content Designer role in Dublin, Ireland, a competitive salary is expected. Based on industry benchmarks for senior UX content professionals in major tech hubs in Europe, the estimated annual salary range would likely be between €65,000 and €90,000, depending on the candidate's specific experience, qualifications, and negotiation.

Benefits: ServiceNow is known for offering comprehensive benefits packages to its employees. While specific details are not provided, typical benefits for a senior role at a company of this caliber often include:

• Competitive base salary and potential for performance-based bonuses.
• Stock options or restricted stock units (RSUs) as part of the compensation.
• Comprehensive health insurance (medical, dental, vision).
• Retirement savings plan (e.g., pension scheme, 401k equivalent).
• Generous paid time off (PTO), including vacation, sick leave, and public holidays.
• Professional development opportunities, including training, conferences, and access to learning platforms.
• Employee assistance programs (EAP) for mental and physical well-being.
• Flexible work arrangements and potential for remote work.
• Life insurance and disability coverage.

Working Hours: The role is listed as Full-time, which typically implies a standard work week of approximately 35-40 hours. Given the "Remote OK" status and global nature of ServiceNow, there may be an expectation for some flexibility to collaborate with teams in different time zones, though core working hours in Dublin (Europe/Dublin timezone) would likely be prioritized.

📝 Enhancement Note: The salary estimate is based on general market data for senior-level UX/Content Design roles in Ireland and the tech industry. ServiceNow's compensation philosophy generally includes equity, which can significantly increase the total compensation package. Candidates should research current ServiceNow benefits and compensation structures for similar roles in Ireland.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS), Enterprise IT Service Management (ITSM), Artificial Intelligence (AI) Company Size: ServiceNow is a large, global enterprise, indicated by its significant customer base (over 8,100) and the fact that it serves 85% of the Fortune 500. This implies a structured, professional environment with established processes and a focus on scalability and enterprise-grade solutions. Founded: 2004 in San Diego, California. This history suggests a company that has grown significantly from its startup roots into a market leader, likely retaining some of its innovative spirit while building robust operational frameworks.

Team Structure:

• The Experience Design organization is a key part of ServiceNow's product development, with content design being a core discipline within it.
• This team is described as diverse in expertise and opinions, fostering passion and creativity.
• Content designers work in close collaboration with interaction designers, researchers, product managers, technical writers, engineers, and "more," indicating a highly cross-functional and integrated team environment.
• The team's mission is to create experiences users love, emphasizing a user-centric approach embedded within product development.

Methodology:

• User-Centered Design: The team's mission and the emphasis on research and feedback highlight a strong commitment to user-centered design principles.
• Collaborative Development: Close collaboration with multiple disciplines (design, product, engineering) suggests an agile or iterative development process where content is integrated early and continuously.
• Design Systems: Contribution to content standards, patterns, and design systems points to a methodology focused on scalability, consistency, and efficiency in product development.
• AI Integration: The inclusion of AI in the qualifications suggests an openness to leveraging and integrating AI technologies into workflows and problem-solving.

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

📝 Enhancement Note: ServiceNow's emphasis on its "intelligent cloud-based platform" and AI-enhanced technology positions this role within a company at the forefront of digital transformation in enterprise software. The culture is likely professional, innovative, and focused on delivering high-value solutions to large organizations.

📈 Career & Growth Analysis

Operations Career Level: Senior Content Designer. This level signifies a high degree of autonomy, expertise, and the ability to influence product strategy and design direction. A Senior Content Designer is expected to mentor junior colleagues, lead projects, and contribute to the evolution of content design practices within the organization. Reporting Structure: While not explicitly stated, a Senior Content Designer typically reports into a UX Design leadership role, such as a Director or VP of UX Design, or a Head of Content Design. They work closely with Product Managers and Engineering leads for specific product initiatives. Operations Impact: The "Impact" in the job title, coupled with the responsibilities, suggests that this role has a direct impact on user adoption, satisfaction, and efficiency within ServiceNow's complex enterprise software. Effective content design can reduce support load, improve task completion rates, and enhance the overall perceived value of the platform, thereby directly contributing to customer success and revenue.

Growth Opportunities:

• Leadership in Content Design: Potential to grow into a Lead Content Designer or Manager role, overseeing a team and setting strategic direction for content design at ServiceNow.
• Specialization: Opportunities to specialize in specific product areas, user journeys, or advanced content strategy domains like AI-driven content personalization or localization strategy.
• Cross-functional Mobility: Experience gained in a large tech company like ServiceNow can open doors to other roles within UX, Product Management, or even Technical Writing management.
• Mentorship and Skill Development: ServiceNow likely offers formal and informal opportunities for skill enhancement, including advanced training, conferences, and mentorship programs, particularly for senior talent.

📝 Enhancement Note: The "Senior" title implies a leadership trajectory. Candidates should look for opportunities to demonstrate strategic thinking, influence, and mentorship capabilities during the interview process to align with this growth potential.

🌐 Work Environment

Office Type: ServiceNow describes its approach to work with "Work Personas," including flexible, remote, or required in-office categories. The Dublin location is listed, and while the role is "Remote OK," the company's structured approach suggests a hybrid model might be common for many roles, with specific arrangements determined by the persona assigned. The provided address (60 Dawson Street, Dublin) indicates a physical office presence. Office Location(s): The primary listed location is Dublin, Ireland. ServiceNow has a global presence, so while this role might be based in Dublin, collaboration will extend globally.

Workspace Context:

• Collaborative Environment: The emphasis on cross-functional collaboration suggests a workspace designed to facilitate teamwork, brainstorming, and shared problem-solving. This could include open-plan areas, meeting rooms, and digital collaboration tools.
• Tools and Technology: As a leading SaaS company, ServiceNow likely provides access to state-of-the-art hardware, software, and collaboration platforms necessary for effective design and development work. This would include industry-standard design and prototyping tools.
• Team Interaction: Opportunities for regular interaction with design, product, and engineering teams through stand-ups, design reviews, and project meetings, whether in person or virtually.

Work Schedule: The role is full-time, implying a standard 40-hour work week. The "Remote OK" status suggests flexibility in terms of where work is performed, but adherence to core business hours for team collaboration and meetings, particularly with global teams, is expected.

📝 Enhancement Note: Candidates should inquire about the specific "Work Persona" for this role during the interview process to understand the expected level of in-office presence, if any, and how hybrid work is managed at the Dublin location.

📄 Application & Portfolio Review Process

Interview Process:

1. Application Screening: Initial review of resume and portfolio for experience, skills, and alignment with job requirements.
2. Hiring Manager/Recruiter Screen: A preliminary conversation to assess overall fit, motivation, and basic qualifications.
3. Portfolio Presentation & Discussion: A dedicated session where candidates present their portfolio, discussing 2-3 key case studies in detail. This is where they articulate their process, contributions, and the impact of their work. Expect questions about rationale, challenges, and collaboration.
4. Cross-functional Interviews: Interviews with potential peers and collaborators (e.g., Interaction Designers, Product Managers, Researchers) to evaluate collaboration skills, technical understanding, and approach to problem-solving.
5. Executive/Senior Leadership Interview: A final interview, potentially with a Director or VP level leader, to assess strategic thinking, leadership potential, and cultural alignment.

Portfolio Review Tips:

• Tell a Story: Structure your case studies as narratives with a clear beginning (the problem/challenge), middle (your process, solutions, collaboration), and end (the outcome/impact).
• Highlight Your Role: Clearly define your specific contributions, especially in a team setting. Use "I" when detailing your individual actions and "we" when describing team efforts.
• Show, Don't Just Tell: Include visuals (screenshots, wireframes, prototypes, content examples) to illustrate your work.
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your content solutions (e.g., "reduced support tickets by X%", "increased task completion rate by Y%", "improved user satisfaction scores").
• Demonstrate Process: Walk through your thought process, research methods, and iterative design approaches. Explain why you made certain decisions.
• Address AI Integration: Be prepared to discuss your experience or perspective on integrating AI into workflows, as this is a specific qualification mentioned.

Challenge Preparation:

• Content Audit/Critique: You might be asked to review existing product content and provide a critique and recommendations for improvement.
• Content Design Exercise: A short exercise to redesign a specific UI element or flow for clarity and usability.
• Problem-Solving Scenario: Discuss how you would approach a content challenge for a hypothetical ServiceNow feature.
• Be ready to articulate your understanding of ServiceNow's platform and its user base.

📝 Enhancement Note: The portfolio review is the most critical stage. Candidates should meticulously prepare their case studies, ensuring they clearly demonstrate senior-level strategic thinking, problem-solving, and collaboration, with a strong emphasis on measurable impact.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Miro, InVision (familiarity with at least one is required). These are essential for creating visual designs, wireframes, prototypes, and collaborative whiteboarding.
• Content Management Systems (CMS): While not explicitly mentioned, experience with CMS platforms used for managing web content or product documentation might be beneficial.
• Collaboration Platforms: Slack, Microsoft Teams, Zoom for communication and virtual collaboration.

Analytics & Reporting:

• Analytics Tools: Google Analytics, Adobe Analytics, or similar tools for understanding user behavior and content performance.
• User Feedback Tools: Platforms for collecting and analyzing user feedback, such as surveys, in-app feedback mechanisms, or specialized UX research tools.
• Data Analysis: Proficiency in analyzing data to inform content decisions and measure impact.

CRM & Automation:

• CRM: Experience with CRM systems (like ServiceNow's own platform, which is a CRM/ITSM tool) can be advantageous for understanding enterprise workflows and data integration.
• Automation Tools: Awareness of how automation can impact content delivery or user journeys.

📝 Enhancement Note: Proficiency in design tools like Figma is explicitly mentioned. Understanding how content integrates with broader product development workflows, potentially involving CMS or specific ServiceNow platform modules, would be a plus.

👥 Team Culture & Values

Operations Values:

• User Focus: A commitment to understanding and serving user needs through thoughtful, clear, and accessible content.
• Collaboration: A strong emphasis on working effectively with diverse teams across product, design, and engineering to achieve shared goals.
• Innovation: Embracing new technologies and approaches, including AI, to improve user experiences and product capabilities.
• Excellence & Quality: Striving for high standards in content creation, design consistency, and overall user experience delivery.
• Clarity & Simplicity: Translating complex technical information into easily understandable language for enterprise users.

Collaboration Style:

• Cross-functional Integration: Content designers are embedded within product teams, working closely with other disciplines from concept to launch.
• Iterative Feedback: A culture that encourages continuous feedback loops and iteration based on user research, stakeholder input, and performance data.
• Knowledge Sharing: Openness to sharing best practices, learnings, and contributing to shared resources like design systems and content standards.

📝 Enhancement Note: The team culture appears to be highly collaborative, user-centric, and driven by a desire to create impactful experiences. Candidates should be prepared to discuss how they contribute to a positive and productive team dynamic.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Enterprise Software: Navigating and simplifying highly complex enterprise workflows and technical concepts requires deep understanding and strategic thinking.
• Scalability and Consistency: Ensuring content quality and consistency across a vast and evolving product suite, often requiring contributions to design systems and content standards.
• Cross-functional Alignment: Effectively communicating and advocating for content design needs and best practices to stakeholders with different priorities and technical backgrounds.
• Integrating AI: Understanding and effectively integrating AI-powered features or content into user experiences, ensuring clarity, trust, and user benefit.

Learning & Development Opportunities:

• Advanced Content Strategy: Developing expertise in areas like content architecture, localization strategy, or AI-driven content personalization.
• Product Domain Expertise: Deepening knowledge of ServiceNow's platform and the various industries it serves.
• Leadership Skills: Opportunities to mentor junior designers, lead content initiatives, and develop project management skills.
• Industry Conferences & Training: Access to external learning opportunities to stay abreast of UX design and content strategy trends.

📝 Enhancement Note: The challenges presented are typical for senior roles in complex tech environments, offering significant opportunities for professional growth and skill development.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing the content for a new AI-powered feature within the ServiceNow platform?" (Focus on clarity, user trust, and demonstrating the value of AI).
• "Describe a time you had to simplify a highly technical concept for a non-technical audience. What was your process, and what was the outcome?" (Demonstrate problem-solving and communication skills).
• "How do you collaborate with engineers and product managers to ensure your content designs are implemented accurately and effectively?" (Highlight teamwork and influence).
• "How do you measure the success of your content design work?" (Focus on metrics, user feedback, and impact).

Company & Culture Questions:

• "What interests you about ServiceNow and our mission to make the world work better for everyone?" (Show genuine interest and alignment with company values).
• "How do you see yourself contributing to our diverse and collaborative UX team?" (Emphasize teamwork and inclusivity).
• "What are your thoughts on the role of AI in enterprise software and user experience?" (Connect to the AI integration qualification).

Portfolio Presentation Strategy:

• Narrative Structure: Craft compelling stories for each case study, detailing the problem, your specific role and process, the solutions you designed, and the measurable impact.
• Visual Aids: Use high-fidelity mockups, prototypes, and clear examples of the content you created to illustrate your points.
• Process Emphasis: Clearly articulate your thought process, research methods, and how you navigated challenges or feedback.
• Concise Delivery: Be prepared to present within a set timeframe, focusing on the most impactful aspects of your work. Be ready for deep-dive questions on any part of your presentation.

📝 Enhancement Note: Candidates should prepare to discuss their experience with B2B products and demonstrate how they apply content strategy to solve complex enterprise user problems. Be ready to talk about AI integration specifically.

📌 Application Steps

To apply for this Senior Content Designer position:

• Submit your application through the ServiceNow careers portal via the provided job link.
• Prepare a robust portfolio: Curate 2-3 of your strongest case studies that showcase your content design process, strategic thinking, collaboration, and measurable impact, particularly for complex B2B products. Ensure your role in each project is clearly defined.
• Tailor your resume: Highlight your 5+ years of experience, B2B background, AI integration awareness, and proficiency in relevant design tools. Quantify achievements where possible.
• Research ServiceNow: Understand their product offerings, market position, and company culture. Familiarize yourself with their approach to user experience and AI.
• Practice your portfolio presentation: Rehearse walking through your case studies, focusing on clear storytelling, articulating your process, and demonstrating the impact of your work. Be ready to answer detailed questions about your contributions and decision-making.

⚠️ 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.