Senior Technical Writer - Cloud Operations

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:

• Work closely with engineering teams to gather information and ensure accuracy and completeness of documentation 
• Gather, edit, and publish subject-specific knowledge from SMEs and developers 
• Organize information into digestible, informative topics within highly structured KB articles and ensure all documentation is consistent with company standards and guidelines 
• Drive the execution of the content/KM strategy for multiple applications by directly contributing high-quality, user-focused technical content and coordinating the efforts of subject matter experts, reviewers, and other writers 
• 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 
• Contribute to internal templates and standards to create clear and reusable content 
• Conduct regular reviews and audits of existing documentation to ensure accuracy and relevance 

Qualifications

To be successful in this role you 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.
• 4+ years of work experience in technical communication, preferably in a Knowledge Management, IT, or SaaS environment 
• Strong understanding of knowledge/content management best practices and content lifecycle management 
• Strong communication skills, including persistence in getting unambiguous information from a variety of sources 
• Experience contributing to a company-wide knowledge base or internal wiki
• Samples of your prior technical writing work or other writing that demonstrates your ability to communicate complex ideas and technical information clearly. A plus for an understanding of information architecture and user experience design principles as applied to technical documentation 
• Experience independently planning, creating, and delivering documentation in a fast-paced, globally distributed software development environment 

GCS-23

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $92,700 - $157,600, 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. Learn more here.

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 a