Senior Technical Writer, Platform Experience

ServiceNow•Waltham, MA

11d

About The Position

This role is part of ServiceNow's Product Content organization, a global team that creates written and multimedia technical content to help customers understand and utilize their products. The team collaborates with product development, design, user research, and engineering to deliver essential information for an exceptional customer experience. Specifically, this position will provide dedicated content support for emerging platform development experiences and tooling. By partnering with cross-functional stakeholders, the role will create educational resources, implementation guidance, and best practices for customers to successfully build, customize, and deploy solutions on the platform, aiming to drive adoption and reduce support and onboarding costs.

Requirements

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.
4+ years' work experience in technical communication.
Ability to read, understand, and explain code samples, scripts, and technical designs, even if software development is not the primary role.
Curiosity to explore unfamiliar technologies through hands-on experimentation and a desire to understand how products work from a creator's perspective.

Nice To Haves

Samples of prior technical writing work or other writing that demonstrates the 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.

Responsibilities

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 supported, 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 supported.
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 supported.