📌 Core Information
🔹 Job Title: Technical Writer
🔹 Company: ServiceNow
🔹 Location: Santa Clara, California, United States
🔹 Job Type: Full-time
🔹 Category: Technical Writing
🔹 Date Posted: April 4, 2025
🔹 Experience Level: Entry-level (0-2 years)
🔹 Remote Status: On-site (Remote OK)
🚀 Job Overview
Key aspects of this role include:
- Creating and maintaining user-focused technical documentation for multiple application or product features
- Collaborating with design, engineering, product management, and technical writing teams
- Gaining a deep understanding of specific features and user bases to create effective documentation
- Working in a fast-paced, globally distributed software development environment
- Adapting quickly to changing priorities and deadlines
ASSUMPTION: This role requires strong communication skills, attention to detail, and the ability to work effectively in a collaborative, dynamic environment.
📋 Key Responsibilities
✅ Work closely with design, engineering, product management, and technical writing teams to create and maintain user-focused technical documentation that supports multiple application or product features
✅ Become familiar with ServiceNow's content development processes, DITA-based information model, and writing style and standards
✅ Gain a basic understanding of ServiceNow's products and users and a deeper understanding of the specific features and user base you support
✅ Have a meaningful positive impact on customer success by delivering content that helps users achieve their goals quickly and easily
ASSUMPTION: The role involves a mix of independent work and collaboration, with a focus on creating clear, concise, and accurate documentation that meets user needs.
🎯 Required Qualifications
Education: Bachelor's degree in English, Journalism, Technical Communication, or a related field (or equivalent experience)
Experience: 1-2 years of work experience (may include internships) in technical communication
Required Skills:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Understanding of content development life cycles and processes
- Experience authoring in DITA, Markdown, or another structured authoring architecture
- Experience working in a fast-paced, globally distributed software development environment and adapting quickly to changing priorities
- Demonstrated ability to work collaboratively within teams while also managing individual assignments and deadlines
Preferred Skills:
- Experience with ServiceNow products
- Fluency in multiple languages
ASSUMPTION: While not explicitly stated, having experience with AI integration and understanding of AI-driven insights could be beneficial for this role.
💰 Compensation & Benefits
Salary Range: $87,700 - $136,000 per year (base pay, may vary 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, flexible work arrangements may be available)
ASSUMPTION: The salary range provided is a guideline and may vary based on individual qualifications, competencies, and work location. Benefits are subject to change and may be dependent on employment status.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically focused on enterprise cloud and service management solutions
Company Size: 10,001+ employees (global presence)
Founded: 2004, in San Diego, California
Company Description:
- ServiceNow is a global market leader in digital workflows, providing an intelligent cloud-based platform that connects people, systems, and processes
- The company aims to make the world work better for everyone by transforming how work gets done
- ServiceNow serves over 8,100 customers worldwide, including 85% of the Fortune 500
Company Specialties:
- Service Management
- Enterprise Cloud
- Custom App Development
- Platform
- ITSM
- Security Operations
- Customer Service Management
- ITOM
- GRC
- HR Service Delivery
- Digitize workflows
Company Website: http://www.servicenow.com
ASSUMPTION: ServiceNow's large size and global presence offer opportunities for career growth and exposure to diverse projects and teams.
📊 Role Analysis
Career Level: Entry-level to mid-level, with opportunities for growth and advancement
Reporting Structure: This role reports to the Technical Writing Manager or Lead
Work Arrangement: On-site (Remote OK, work personas may apply)
Growth Opportunities:
- Expanding technical skills and knowledge of ServiceNow products
- Developing leadership and mentoring skills
- Exploring opportunities in related fields, such as content strategy or user experience
ASSUMPTION: The role offers opportunities for professional development and growth within the technical writing field and beyond.
🌍 Location & Work Environment
Office Type: On-site (Remote OK, work personas may apply)
Office Location(s): Santa Clara, California, United States
Geographic Context:
- Santa Clara is located in the heart of Silicon Valley, offering a vibrant tech industry and numerous networking opportunities
- The area is known for its mild Mediterranean climate, with warm, dry summers and cool, wet winters
- Santa Clara is home to several major tech companies and offers a diverse range of cultural attractions
Work Schedule: Full-time (40 hours per week, flexible work arrangements may be available)
ASSUMPTION: The on-site nature of the role may require occasional travel to other ServiceNow offices or client locations.
💼 Interview & Application Insights
Typical Process:
- Online application and resume submission
- Phone or video screen with the hiring manager
- On-site or virtual interview with the technical writing team
- Final interview with the director or vice president of technical communication
Key Assessment Areas:
- Technical writing skills and experience
- Understanding of AI integration and AI-driven insights
- Collaboration and communication skills
- Adaptability and ability to work in a fast-paced environment
Application Tips:
- Highlight relevant experience and skills in your resume, focusing on technical communication and AI integration
- Prepare examples of your prior technical writing work that demonstrate your ability to communicate complex ideas or technical information clearly
- Research ServiceNow products and understand the company's mission and values to show your enthusiasm and fit for the role
ATS Keywords: Technical Writing, AI Integration, Content Development, Collaboration, Structured Authoring, Fast-paced Environment, Adaptability
ASSUMPTION: The application process may vary depending on the specific needs of the hiring team and the volume of applicants.
🛠️ Tools & Technologies
- DITA, Markdown, or another structured authoring architecture
- ServiceNow products (familiarity required)
- AI-powered tools (basic understanding required)
ASSUMPTION: The required tools and technologies may evolve as the company and role grow and change.
👔 Cultural Fit Considerations
Company Values:
- Customer Obsessed
- Integrity
- Innovation
- Performance
- Trust
Work Style:
- Collaborative and team-oriented
- Adaptable and responsive to changing priorities
- Focused on delivering high-quality work that meets user needs
Self-Assessment Questions:
- Do you align with ServiceNow's customer-obsessed approach to business?
- Are you comfortable working in a fast-paced, globally distributed environment?
- Do you thrive in a collaborative work environment and enjoy working with diverse teams?
ASSUMPTION: ServiceNow values employees who are passionate about customer success, committed to delivering high-quality work, and eager to learn and grow in a dynamic environment.
⚠️ Potential Challenges
- Keeping up with the fast pace of work and adapting to changing priorities
- Balancing independent work and collaboration with multiple teams
- Gaining a deep understanding of complex features and user bases
- Working effectively in a globally distributed environment
ASSUMPTION: These challenges can be overcome with strong communication skills, adaptability, and a commitment to continuous learning and improvement.
📈 Similar Roles Comparison
- Unlike some technical writing roles, this position requires experience with AI integration and understanding of AI-driven insights
- ServiceNow's large size and global presence offer opportunities for career growth and exposure to diverse projects and teams
- This role may offer more opportunities for collaboration and cross-functional work than roles in smaller organizations
ASSUMPTION: The unique aspects of this role make it an attractive opportunity for technical writers looking to expand their skills and work in a dynamic, growing organization.
📝 Sample Projects
- Creating user guides and tutorials for new ServiceNow features
- Updating existing documentation to reflect changes in product functionality or user needs
- Developing quick reference guides and cheat sheets for common tasks
ASSUMPTION: These sample projects illustrate the range of tasks and responsibilities associated with this role, from creating new content to updating existing documentation to meet user needs.
❓ Key Questions to Ask During Interview
- Can you describe the typical workflow for technical writing at ServiceNow?
- How does the technical writing team collaborate with other departments, such as design, engineering, and product management?
- What opportunities are there for professional development and growth within the technical writing team?
- How does ServiceNow support work-life balance for its employees?
- What is the company culture like, and how does it support the success of its employees?
ASSUMPTION: These questions can help you better understand the role, the team, and the company culture, allowing you to make an informed decision about whether this opportunity is the right fit for you.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills, with a focus on technical communication and AI integration
- Prepare examples of your prior technical writing work that demonstrate your ability to communicate complex ideas or technical information clearly
- Research ServiceNow products and understand the company's mission and values to show your enthusiasm and fit for the role
- Follow up with the hiring manager or HR representative within one week of submitting your application to express your interest in the position
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
