Senior UX Content Strategist

Our Mission

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customers.  Our vision is to be the go-to ServiceNow Guide, creating extraordinary results, with ServiceNow.

NewRocket has been awarded the “2024 BEST Award”, “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)”, “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. We are #GoingBeyond  

Come join our Crew!

Our Approach to Work

At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.

We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!

Your Career

NewRocket is looking for a Senior UX Content Strategist who will manage end-to-end content strategy for service portal projects, from discovery to go-live. The Strategist  will provide expert consulting to optimize ServiceNow content (including service catalogs and knowledge bases), taxonomy, and supporting information architecture to both NewRocket and customers. They will facilitate workshops with clients, end users and project teams to define system requirements, problems, and goals. The UX Content Strategist will partner with UX/UI Designers, project managers and technical teams to demonstrate how their content strategy will produce extraordinary user experiences and measurable impact. Our ideal candidate will have a strong, successful background providing professional services to client organizations with complex needs. If you have developed and applied expertise defining, implementing, and validating improvements in organizational knowledge bases, service catalogs, and other pertinent content that produce extraordinary user experiences, and  you want to join a vibrant, growing team that is changing how businesses enable efficiency and productivity and the way employees find, read, request, and track information and services, this is the role for you!

 Your Impact

• Defining user needs, determining strategies, developing plans and proposals, and making recommendations around customers’ content for improved efficiency and effectiveness
• Providing expert consulting to optimize ServiceNow content (including service catalogs and knowledge bases), taxonomy, and supporting information architecture to both NewRocket and customers
• Facilitating workshops with clients, end users and project teams to define system requirements, problems, and goals
• Exercising independent judgment in methods, techniques and evaluation criteria for obtaining results
• Developing and adapting principles and best practices that shape the practice and provide a consistent, repeatable process
• Improving content discoverability through search optimization, navigation, personalization, automation, and other strategies
• Creating personas, journey maps, authoring templates, playbooks, and other strategy artifacts to document your content strategy
• Managing multiple projects and priorities simultaneously
• Delivering measurable, positive results within the client and team’s timeline, budget, and scope
• Effectively communicating with key stakeholders when either scope or timeline of projects require modification
• Helping to create conceptual prototypes and mock-ups
• Partnering with UX/UI Designers, project managers and technical teams to conduct demonstrations for clients and end users
• Interacting with the pre-sales department to inform and influence the sales strategy and to help grow the capability
• Providing thought leadership on how the capability could be leveraged by the broader organization
• Supporting training for NewRocket employees and customers
• Expanding your ServiceNow knowledge and expertise
• Staying current on content industry certifications and knowledge 

 Your Experience

• 8+ years related work experience in information architecture, business analysis, content strategy or UX strategy
• 6+ years working with enterprise knowledge and service catalog management
• 4+ years working with ServiceNow or a similar SAAS platform
• Proven critical thinking with demonstrated ability to ingest and analyze complex ideas and/or problems
• Keen attention to detail
• Understanding of the best practices of content architecture, optimization, and management
• Excellent communication skills to convey the results of such analyses in simple, succinct, and understandable verbal, written, and/or presentation methods
• Excellent time management and organizational capabilities
• Excellent listening skills
• Excellent Office 365 skills
• Commitment to being an engaged team player 
• Proven success building stakeholder relationships

We Take Care of Our People 

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [email protected].   To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf