Staff Technical Writer

Summary

Join ServiceNow as a Technical Writer to define and execute content strategies for multiple applications. You will create high-quality, user-focused technical content, coordinating with subject matter experts and other writers. Leverage your understanding of the ServiceNow product ecosystem and user needs to influence product strategy and create content experiences that accelerate customer success. Provide impactful leadership in collaborative teams, fostering a shared sense of purpose and ensuring timely project completion. This role requires experience in integrating AI into work processes and a strong background in technical communication.

Requirements

• 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
• Understanding of content development life cycles and processes
• 12+ 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

Responsibilities

• 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