📌 Core Information
🔹 Job Title: Senior Technical Writer - Cloud Operations
🔹 Company: ServiceNow
🔹 Location: San Diego, California, United States
🔹 Job Type: Full-time
🔹 Category: Technical Writing
🔹 Date Posted: April 15, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Collaborating with engineering teams to gather and document information
- Driving content strategy for multiple applications
- Contributing to internal templates and standards
- Conducting regular reviews and audits of existing documentation
ASSUMPTION: This role requires a strong understanding of technical communication and knowledge management, with a focus on creating clear, accurate, and user-focused content.
📋 Key Responsibilities
✅ 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
ASSUMPTION: The role requires strong communication skills, persistence in getting unambiguous information from various sources, and the ability to work independently in a fast-paced, globally distributed software development environment.
🎯 Required Qualifications
Education: Bachelor's degree in Technical Communication, English, Journalism, or a related field
Experience: 4+ years of work experience in technical communication, preferably in a Knowledge Management, IT, or SaaS environment
Required Skills:
- 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 prior technical writing work or other writing that demonstrates the ability to communicate complex ideas and technical information clearly
- Experience independently planning, creating, and delivering documentation in a fast-paced, globally distributed software development environment
Preferred Skills:
- Understanding of information architecture and user experience design principles as applied to technical documentation
ASSUMPTION: Candidates should have a proven track record in technical communication and be comfortable working in a dynamic, fast-paced environment.
💰 Compensation & Benefits
Salary Range: $92,700 - $157,600 USD (based on location and experience)
Benefits:
- Health Plans
- Flexible Spending Accounts
- 401(k) Plan with Company Match
- ESPP
- Matching Donations
- Flexible Time Away Plan
- Family Leave Programs
Working Hours: Full-time, 40 hours per week
ASSUMPTION: The salary range provided is an estimate based on the location and experience level required for this role. Actual compensation may vary based on individual qualifications and work location.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development
Company Size: 10,001+ employees (Enterprise)
Founded: 2004
Company Description:
- ServiceNow is a global market leader in digital workflows, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®.
- Their intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
- ServiceNow was founded in 2004 by Fred Luddy and is headquartered in Santa Clara, California.
Company Specialties:
- Service Management
- Enterprise Cloud
- Custom App Development
- Platform
- ITSM
- Security Operations
- Customer Service Management
- ITOM
- GRC
- HR Service Delivery
- and digitize workflows
Company Website: http://www.servicenow.com
ASSUMPTION: ServiceNow is a large, established company with a strong focus on innovation and digital transformation. This role offers the opportunity to work on cutting-edge technology and collaborate with a diverse team of professionals.
📊 Role Analysis
Career Level: Senior
Reporting Structure: This role reports directly to the Manager, Technical Content
Work Arrangement: Remote OK, with the option to work from the San Diego office
Growth Opportunities:
- Potential to advance to a management or leadership role within the Technical Content team
- Opportunity to work on high-impact projects and contribute to the company's overall success
- Chance to learn and develop skills in AI integration and user experience design principles
ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to learn, develop, and advance within the organization.
🌍 Location & Work Environment
Office Type: Hybrid (Remote OK with an office in San Diego)
Office Location(s): 4810 Eastgate Mall, San Diego, California, United States
Geographic Context:
- San Diego is known for its mild climate, beautiful beaches, and vibrant cultural scene
- The office is located in the Eastgate business park, offering easy access to amenities and public transportation
- The area has a high cost of living compared to other cities in the United States
Work Schedule: Full-time, with flexible hours and the option to work remotely
ASSUMPTION: The hybrid work arrangement offers a good balance between remote work and in-office collaboration, allowing for flexibility and a healthy work-life balance.
💼 Interview & Application Insights
Typical Process:
- Phone or video screen with the hiring manager
- Technical writing test or case study
- Final interview with the team
- Background check and offer
Key Assessment Areas:
- Technical writing skills and ability to create clear, concise, and accurate documentation
- Understanding of knowledge management best practices and content lifecycle management
- Communication skills and ability to work effectively with cross-functional teams
- Problem-solving skills and ability to work independently in a fast-paced environment
Application Tips:
- Highlight relevant experience and accomplishments in technical communication and knowledge management
- Include samples of prior technical writing work that demonstrate the ability to communicate complex ideas clearly
- Tailor the resume and cover letter to emphasize skills and experience relevant to this role
- Prepare for the technical writing test or case study by reviewing the job description and researching the company's products and services
ATS Keywords: Technical Writing, Knowledge Management, Content Management, AI Integration, Documentation Planning, Collaboration, User Experience Design, Information Architecture
ASSUMPTION: The interview process for this role is likely to be competitive, with a strong focus on technical writing skills and the ability to work effectively in a fast-paced, globally distributed software development environment.
🛠️ Tools & Technologies
- Confluence or other knowledge management platforms
- MadCap Flare or other technical writing tools
- AI-powered tools for integrating AI into work processes, decision-making, or problem-solving
ASSUMPTION: The specific tools and technologies used in this role may vary depending on the team and the projects being worked on.
👔 Cultural Fit Considerations
Company Values:
- Customer Obsessed
- Integrity
- Innovation
- Performance
- Trust
Work Style:
- Collaborative and team-oriented
- Fast-paced and dynamic
- Focused on results and continuous improvement
Self-Assessment Questions:
- Do you thrive in a fast-paced, collaborative environment?
- Are you comfortable working with cross-functional teams and stakeholders to gather and document information?
- Do you have a strong commitment to creating clear, accurate, and user-focused technical content?
ASSUMPTION: ServiceNow values employees who are customer-obsessed, innovative, and committed to delivering high-quality results in a fast-paced, collaborative environment.
⚠️ Potential Challenges
- The role may require working with complex technical concepts and documentation standards
- The fast-paced, globally distributed nature of the work may present challenges in coordinating with stakeholders and maintaining accuracy
- The role may require working with multiple teams and subject matter experts, requiring strong communication and collaboration skills
- The company's large size may present challenges in navigating the organization and finding opportunities for growth and development
ASSUMPTION: While this role presents significant opportunities for growth and development, it also comes with challenges that require strong communication, collaboration, and problem-solving skills.
📈 Similar Roles Comparison
- This role is similar to other senior technical writing positions, but with a focus on driving the content strategy for multiple applications and coordinating the efforts of subject matter experts, reviewers, and other writers
- Compared to other roles in the technical writing field, this position offers a competitive salary range and comprehensive benefits package
- Career path for this role may include advancement to a management or leadership position within the Technical Content team
ASSUMPTION: This role offers a unique opportunity to work on high-impact projects and contribute to the company's overall success, with potential for growth and development within the organization.
📝 Sample Projects
- Developing and maintaining a comprehensive knowledge base for a new product or service
- Creating user-focused documentation for a complex technical system or process
- Collaborating with cross-functional teams to gather and document information for a major product release or update
ASSUMPTION: The specific projects worked on in this role may vary depending on the team and the products or services being developed.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and how this role fits into the organization?
- What are the most challenging aspects of this role, and how have previous employees succeeded in overcoming them?
- How does the company support the professional development and growth of its technical content team members?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does the company foster a culture of innovation and continuous improvement within the technical content team?
ASSUMPTION: Asking thoughtful and insightful questions during the interview process demonstrates a strong interest in the role and a commitment to success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link: https://jobs.smartrecruiters.com/ServiceNow/744000054085465-senior-technical-writer-cloud-operations
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Prepare for the technical writing test or case study by reviewing the job description and researching the company's products and services
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
