Championing employees is the secret to joy and success for ServiceNow exec

Group VP deftly aligns internal comms with business strategy.

By Diane Schwartz

Every employee has a story worth telling — and Desiree Elsharif, group VP of employee communications & engagement at ServiceNow, is passionate about sharing them in ways that surprise, delight and inspire.

With nearly 25 years of communications experience at leading companies like Cisco, Google and Hewlett-Packard, and six years shaping culture for ServiceNow’s 26,000 employees, Desiree exemplifies the critical role that employee communications play in attracting, engaging and retaining high-performing teams. She joined the company in the early days of creating the employee communications function and sought to align internal comms with the company’s stated purpose of “making the world work better for everyone.”

Recently named one of Ragan’s Top Women in Communications, Desiree shared her insights with me on fostering workplace culture, embracing a data-driven, experimental mindset and why it’s essential — especially for women — to advocate not just for others, but for themselves.

Origin Story

DIANE: How’d you get here? Share some significant stops along your journey.
DESIREE: A combination of personal values, life experiences and a deep passion for storytelling and human connection has shaped my journey. Growing up, I was fortunate to have two incredibly strong and hardworking parents who instilled in me the importance of dedication, resilience and integrity.

I’ve tried a variety of roles along the way but have always loved employee communications — it feels like home. It’s safe to say I’ve worked in every facet of the field, from business topics to culture to crisis and issues to major announcements to events, etc.

DIANE: What drew you to storytelling?
DESIREE: Whether through writing, speaking or connecting with others, I found joy in crafting narratives that could inspire, inform and unite people. My love for stories was nurtured early on through reading, where books became glimpses into different worlds and new ideas.

This early foundation sparked a lifelong love for storytelling. While initially pursuing pre-med in college, I soon returned to storytelling — it’s simply who I am at my core. This has naturally led me to employee communications, where I’ve found the perfect intersection for a great narrative and my desire to create meaningful experiences for others.

DIANE: What key takeaways from working at Google, Cisco and Hewlett-Packard have you been able to leverage in your role at ServiceNow?
DESIREE: It’s about people. Always. At Google, Cisco and Hewlett-Packard, I learned that building and nurturing strong teams is the foundation of success. I’ve carried this forward at ServiceNow by focusing on shaping, coaching and mentoring teams to help them reach their full potential. Exceptional teams aren’t just about hiring the right people — they’re about creating an environment where individuals feel empowered to innovate, take risks and grow. I prioritize office hours every week and 1:1 mentoring/coaching where I provide actionable feedback and foster a culture of trust and collaboration.

 

Leadership

DIANE: Of all your leadership skills, what’s the one you lean on most to run an effective team?
DESIREE: Empowerment. I believe in giving people the trust, tools and autonomy they need to thrive. By empowering individuals to take ownership of their work, make decisions and grow, I create an environment where innovation flourishes, and people feel valued.

Another key takeaway has been the power of relationships. Trusted connections — both within teams and externally — bring great people and companies together to achieve extraordinary results. I’ve applied this by building cohesive teams and fostering partnerships that deliver meaningful outcomes.

DIANE: What is it about the leadership structure at ServiceNow that attracted you to the company?
DESIREE: I was and still am all in on ServiceNow’s purpose-driven mission and the opportunity to make meaningful impact. I joined in the early days of creating the employee communications function and was thrilled to help shape and grow the organization alongside the stellar leadership team. Being part of a company that’s focused on driving positive change while collaborating with a forward-thinking leadership structure has been incredibly rewarding. And I’m incredibly lucky to have a company leadership team (Paige, Nick, Bill and so many others!) who values employee communications and lets us take risks, have fun and innovate.

DIANE: For women in leadership roles, there’s been slow, but steady progress, with small percentages of women in leadership roles and board roles.  What are some tangible ways to speed up change?

Sponsorship is key — actively advocating for the growth, development and opportunities of women around you, particularly those who may be earlier in their careers. Equally important is empowering women to advocate for themselves, take control of their career journeys and speak up for what they deserve rather than waiting for it to happen.

In full transparency, this wasn’t always easy for me. It’s something I’ve had to work at. Advocating for others is often natural. Advocating for yourself can feel intimidating. It’s why I spend a lot of time mentoring others, especially women on this topic and sharing my own learnings. Building confidence and fostering a robust support system is critical to helping women be proactive and pave a way for their own success.

DIANE: You’ve been a part of CEO transitions. How were you able to have a strategic impact on that transition?
DESIREE: I’ve been fortunate to have a seat at the table early in every CEO transition I’ve been part of, including the transition at Cisco from John Chambers to Chuck Robbins or even John Donahoe to Bill McDermott. The key to having a strategic impact is ensuring that communications and people are at the center of the transition strategy.

In moments of major change, your people are your greatest advocates — or, potentially, your detractors. It’s vital to engage them early to build trust and create a clear, transparent narrative about the vision and direction for the future. By focusing on transparent communication, aligning leadership and addressing employee concerns, you can maintain momentum and ensure the organization remains unified and successful before, during, and after the transition.

Culture

DESIREE: ServiceNow’s culture is something I’ve never experienced before in my career. It’s a unique blend of being highly driven and deeply caring. We’re a team of passionate innovators who are not only focused on achieving excellence but also believe in supporting one another and making meaningful impact on the world. There’s a shared sense of purpose here that fuels collaboration, creativity and a genuine commitment to doing the right thing — for our customers, our communities and each other.

 

The Work

DIANE: What are some ways you’ve been able to keep employees engaged?
DESIREE: We have a very well-rounded strategy to educate and engage employees at all levels. From all employees to managers to VP+. Programs like:

• ServiceNow’s People Pact is woven into everything we do — it’s our shared commitment to do our best work, live our best lives and fulfill our purpose together.
• Employee Kickoff. It occurs in January and sets the tone for the year. It’s a special blend of strategy setting with business updates, a concert and plenty of fun sprinkled in along the way.
• Through series like We Are ServiceNow and Day In The Life, we showcase teams and locations worldwide, highlighting the incredible work and unique cultures across the company.
• Employee storytelling boosts employee pride and increases our talent brand with candidates.
• Brain Breaks, micro moments to increase employee wellbeing.
• Global Leaders Summit brings leaders together to align on strategy and key priorities.
• Cultural moments, robust plans with our Employee Belonging Groups + amazing guest speakers.
• We also incorporate surprise-and-delight moments each quarter to keep things fresh and meaningful. For example, we’ve selected employees to donate to their favorite causes or offered experience giveaways like trips to Disneyland or tickets to a Taylor Swift concert—always tied to reinforcing key aspects of our business or culture.
• ServiceNow Live or SNL, not your typical company Town Hall.

DIANE: There’s the SNL of TV lore and then there’s Service Now’s SNL – share what your SNL is all about!
DESIREE: SNL — ServiceNow Live — is our take on a quarterly Town Hall, but with a twist. Instead of traditional presentations with executives in suits and slide decks, we bring the energy and creativity of Saturday Night Live to the stage. Think cold open skits, satirical videos, musical guest performances, celebrity appearances, employee spotlights, live dance performances (from our very own leadership team) and more! We, of course, have strategic business content as well.

SNL is the heartbeat of our culture, connecting employees around the world and celebrating who we are as a company. With over 75% of our employee population tuning in, it’s a powerful way to inspire, educate, and bring our global team together. And the average event rating for 2024 of 4.6/5 so something is working!

DIANE: What are some ways you’ve been able to demonstrate the value of comms to the bottom line?
DESIREE: Key metrics include EVS scores, employee engagement and sentiment, CEO ratings on Glassdoor, the social sharing of our employee stories, talent brand activation, adoption of people programs and overall ratings.

Beyond engagement, my team contributes to operational efficiency and true business value by collaborating with our product and digital technology teams to develop tools like our Global Collaboration Calendar (which moved us off external editorial platforms and onto our own technology + then became a product).

Self

DIANE: Take us through a typical workday – what time do you wake up, what’s your morning routine, best part of day?

DESIREE: A typical workday for me starts at 6 a.m. with a workout or some form of meditation — it’s my way of centering myself and setting the tone for the day to be my best self for my family and my team.

After some “me” time, I jump into mom mode and get my three kids off to school. Once that’s done, I dive into meetings, collaborating with my team, strategizing and tackling priorities.

The best part of my day is connecting with people — whether it’s brainstorming with my team, spending time with a mentee or engaging with employees and leaders to make an impact. Those moments of connection and collaboration are what fuel me and make the work so rewarding.

Elsharif Family

DIANE: Personal habits that work? A habit you want to shed?
DESIREE: Focusing on personal health is a habit that keeps me grounded and balanced. I work out with a trainer twice a week, take barre classes, meal prep to stay on track and make a point to schedule time for what matters most. I also prioritize No Meeting Fridays — not just for myself, but for my team as well — to create space for deeper focus and reflection.

As for a habit I’d like to shed, I’d say doom scrolling before bed. I’m working on replacing it with a healthier routine like reading. I love disconnecting and holding an actual book in my hands. My goal this year is to finish one book a month! (Though I’ll admit, my post-meal chocolate chip cookie habit is a close second!)

Other Tidbits

Hometown & Family:
I grew up in Tucson, Arizona, and moved to California to go to Santa Clara University — and I’ve never left! My husband, Karim, and I have three amazing kids: Luca (17), Gia (14) and Nico (11). We’re currently exploring college options for our oldest which is a huge mix of emotions — excitement, pride, and a bit of sadness.

First job:
I was a receptionist at a dating service, which always gets a laugh from my team! I also had a quick stint as a hostess at Chuck E. Cheese (I only lasted a couple of months). Additionally, I always worked at my dad’s law practice, which gave me early exposure to hard work and responsibility.

Favorite quote: “Be the mom you want them to remember.”
No matter how you’re feeling in the moment, take a breath to think about how you’re showing up. Is that what you want them to remember? I apply this to work, too. You should be the leader you want them to remember.

To all Wonder Women: If you’re looking to connect with other women leaders in communications, consider joining us for the next Ragan’s Business Summit & Retreat in September 2025: Details are here.