Staff Technical Writer

Company 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

What you get to do in this role:

• Define content strategy for multiple applications, specifying the information architecture, textual content, and multimedia assets required to help customers quickly and easily achieve their goals
• Drive the execution of the content strategy for multiple applications by directly contributing high-quality, user-focused technical content and coordinating the efforts of subject matter experts, reviewers, multimedia content producers, and other writers
• Use your strong understanding of the ServiceNow product ecosystem and your expert knowledge of the specific users and applications you support to influence product strategy and create content experiences that accelerate customer success
• Provide impactful leadership when working in teams by soliciting and considering diverse perspectives, fostering a shared sense of purpose, and structuring collaborative work in a way that empowers individuals while ensuring synergy and timely achievement of objectives

Qualifications

Basic Qualifications (the must have):

• 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.
• Demonstrate English language proficiency through an assessment via HackerRank, evaluating grammar, sentence structure, and skills in clear, user-centric, and procedural writing.
• Understanding of content development life cycles and processes
• 7+ years work experience in technical communication
• Samples of your prior technical writing work that demonstrate your ability to communicate complex technical information clearly
• Experience authoring in DITA, Markdown, or another structured authoring architecture
• Experience defining content strategy and leading content development projects for new products or for large products that require multiple writers
• Experience influencing or leading diverse, collaborative writing or project teams; mentoring more junior writers; and helping teammates and stakeholders identify and adapt to changing priorities and other contingencies

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, 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 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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