Job Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Role overview: The Senior Manager, Employee Crisis and Safety Communications, is the go-to leader for communications guidance when our employees are experiencing natural disasters, social unrest, and other situations where employee safety and wellbeing may be endangered or compromised.

This role is responsible for developing and implementing communication strategies to ensure the safety and wellbeing of our employees during crises, as well as overseeing physical security, safety, and workplace communications for our 50+ workplace locations globally. This role requires meaningful experience in crisis communications and will involve supervising a team member responsible for general safety and security and workplace communications. And while we do everything we can at ServiceNow to help you establish the work/life balance that’s right for you – and you have the partnership/coverage of a global team – this role requires being reachable beyond Monday to Friday. Crises don’t always happen during business hours, unfortunately.

Yet, those incidents mean you get to forge a partnership with incredibly talented cross-functional Incident Management Teams comprising Safety, Intelligence, Workplace Services, Global People Care, Digital Technology, Global Impact, and Business Continuity Management – plus any significantly impacted business partners. These partnerships are vital to your success in the role, as well as to upholding Our People Pact, which means you get to have direct impact on keeping our business humming, and our employees informed, safe, and cared for.

What you will do:

• Be the primary point of contact on the Global Employee Communications team for crises or issues impacting sizeable employee audiences.
• Develop and implement crisis communication strategies, plans, and campaigns to effectively manage crises that impact our employees, and to encourage a safe, secure, and vibrant workplace environment.
• Draft, write, edit, and direct communications for employee, manager, and executive audiences during crises. Give direction on the use and management of existing communication channels, as well as templates developed for this purpose.
• Coordinate with internal teams to manage the timely dissemination of information during crises.
• Provide advice and guidance to executive communications colleagues on appropriate responses, where/if appropriate, for our leaders to support the situation in crisis situations.
• Work with partners to monitor internal and external channels during crisis and issue situations, adjusting strategies and tactics as needed.
• Manage the expectations of stakeholders at all levels of the organization regarding the company’s response on issues or crises.
• In accordance with the size and/or gravity of the crisis or issue, create and share regular reports on crisis communication efforts and outcomes.
• Educate colleagues and other stakeholders in crisis communication protocols and procedures.
• Partner with other colleagues in Global Communications to understand and shape company-wide responses to critical incidents. · Supervise, mentor, and foster career development for one employee who is responsible for Workplace Services communications.
• Assess the effectiveness of crisis communication strategies and practices. Iterate on practices and make recommendations for improvement on strategy.

Qualifications

What you will bring:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• Exceptional communication skills, both written and verbal
• Bachelor’s degree or equivalent experience in Communications, Writing, Rhetoric, Journalism, Emergency Management, or a related field
• Minimum of 10 years of experience in the field of Communications:
  • At minimum, 5 of those 10+ years must have a focus on employee/internal communications
  • At minimum, 2 of those 10+ years must have a focus on crisis and/or issues communications
• A natural ability to collaborate and get to a shared desired outcome quickly
• Grace under pressure: Ability to work under high-pressure situations while maintaining a calm and decisive demeanor
• A can-do spirit, a generous sense of empathy, and an ability to manage your work independently
• Experience working in a global organization
• Strong risk management orientation
• Experience in supervising, developing, and mentoring team members

Preferred

qualifications

• Knowledge of and familiarity with the technology industry, B2B companies a plus
• Intermediate or higher knowledge of languages other than English is a plus

JV19

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.  Learn more here .

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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