Staff Technical Writer - Cloud Security - Adobe InDesign

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

About Digital Technology  

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.    

We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.    

Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them. 

What you get to do in this role:  

Support ‘Security Transformation and Resources’ in our mission to supply quality, up to date security content to equip our sales teams, customer-facing support groups, and our customers in elevating their knowledge of ServiceNow’s cloud and platform security.  

New Content  

• Create internal and external documents (and content) with security subject matter experts explaining complex security information in a clear and concise manner. “Documents” could be in the form of White Papers, responses to industry changes or events, blog posts, presentations, knowledge base articles, etc.  

• Translate complex information and ideas into intuitive, engaging and effective explanations.  

• Ensure all documents follow ServiceNow style, tone, and brand guidelines.  

• Perform full editorial review and proofreading of all documents, including a pre-flight check for consistency, governance, working hyperlinks, etc.  

• Be a voice of clarity and take a consultative approach with our key stakeholders, ensuring consistency of message. 

• Maintain, improve, and document content creation processes  

• Measure and report collateral usage metrics 

Updates to Existing Content 

• Partner with the Knowledge manager to build out a full end to end service for managing and maintaining collateral and knowledge 

• Support the process to maintain currency of our collateral in response to out of band industry, regulatory, or product changes. 

• End to end ownership and management of the distributed review process for maintaining currency of documents 

• Develop and refine the process 

• Organize materials for review by security SMEs and send documents with complete instructions 

• Incorporate recommended changes in a timely manner, ensuring all style, brand, tone, governance, and editorial guidelines are met 

• Send updated documents to knowledge manager for publication 

• Develop and send a customer satisfaction survey (CSAT) to the SMEs to determine and implement refinements to the process 

• Conduct retrospective of each review cycle and present any findings to team leaders 

• Maintain, improve, and document collateral currency processes 

Communicatio