Senior Technical Writer, Platform Experience

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Team & Role: 
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. 
 
This role is part of our Product Content organization, a global team that creates the written and multimedia technical content that helps our customers understand and unlock the power of our products to achieve their business and digital transformation goals. We work closely with our product development, design, user research, and engineering partners to deliver just the right information, in just the right way, to support our customers, creating an exceptional product and customer experience.  

More specifically, this role provides dedicated content support for emerging platform development experiences and tooling. By partnering with cross-functional stakeholders, the position will create the educational resources, implementation guidance, and best practices customers need to successfully build, customize, and deploy solutions on the platform, helping drive adoption while reducing support and onboarding costs.
 
Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience

What you get to do in this role: 

• Partner with product managers, engineers, designers, and developer experience teams to create guidance, tutorials, learning paths, and best practices that help customers move from getting started to production. 

• Gain hands-on experience with the same tools, workflows, and technologies used by the audiences you support, building applications and prototypes to better understand customer challenges and opportunities. 

• Explore and experiment with modern web technologies, including JavaScript and related tooling, to develop a practical understanding of the development experience and create clearer, more effective content. 

• Translate complex technical concepts, code samples, and platform capabilities into approachable, actionable guidance for developers, administrators, and solution builders. 

• Help define what great enablement looks like for a rapidly evolving platform by identifying content gaps, testing new approaches, and continuously improving the customer learning journey. 

• Work closely with engineering and product management to plan, create, and maintain user-focused technical documentation for multiple product features or applications, in alignment with an established content strategy.  

• Provide input to help shape future content strategy for the product or business unit you help to support.

• Contribute to the continued evolution of ServiceNow’s content development processes, DITA-based information model, and writing style and standards.

• Develop a strong understanding of the ServiceNow product ecosystem and expert knowledge of the specific product area and user base you support.

Qualifications

Preferred Qualifications:

• 4+ years' work experience in technical communication.

• Samples of your prior technical writing work or other writing that demonstrates your ability to communicate complex ideas and technical information clearly.

• Experience authoring in the Darwin Information Typing Architecture (DITA) or another XML-based structured authoring architecture.

• Experience independently planning, creating, and delivering documentation in a fast-paced, globally distributed software development environment.

• Ability and eagerness to demonstrate leadership by mentoring other writers, adapting quickly to changing priorities, and helping diverse cross-functional teams collaborate effectively to deliver exceptional results.

• Familiarity with modern web development concepts and technologies, including JavaScript, APIs, web components, HTML, and CSS. 

• Ability to read, understand, and explain code samples, scripts, and technical designs, even if software development is not your primary role. 

• Curiosity to explore unfamiliar technologies through hands-on experimentation and a desire to understand how products work from a creator's perspective.

Basic Qualifications: 

• BA/BS degree or higher in technical writing, technical communication, English, journalism, or rhetoric; or an equivalent combination of education and experience in these or other related fields.

• Understanding of content development life cycles and processes.

For positions in this location, we offer a base pay of $94,300 - $160,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 globaltalentss@servicenow.com 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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