Senior Technical Writer, Platform Experience

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:  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 ServiceNows 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 creators 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 $94300 - $160300 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 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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Remote Work :

No

Employment Type :

Full-time