📌 Core Information
🔹 Job Title: Technical Writer
🔹 Company: ServiceNow
🔹 Location: Santa Clara, California, United States
🔹 Job Type: Full-time
🔹 Category: Software Development
🔹 Date Posted: April 7, 2025
🔹 Experience Level: 0-2 years
🔹 Remote Status: 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 cross-functional teams, including design, engineering, and product management
- Adapting to a fast-paced, globally distributed software development environment
- Contributing to customer success by delivering clear and concise documentation
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 your technical writing lead or manager 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 may involve occasional on-call rotations to provide documentation support during product releases or critical incidents.
🎯 Required Qualifications
Education: Bachelor's degree in Technical Communication, English, Journalism, or a related field (or equivalent experience)
Experience: 1-2 years of work experience in technical communication (may include internships)
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 or similar enterprise software platforms
- Fluency in multiple languages
ASSUMPTION: While not explicitly stated, proficiency in English is likely required for this role due to the nature of the work and the company's global presence.
💰 Compensation & Benefits
Salary Range: $87,700 - $136,000 per year (based on the provided range and location)
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 position with standard working hours, although flexibility may be required to support global teams
ASSUMPTION: The salary range provided is a guideline and may vary based on individual qualifications, competencies, and work location. The benefits listed are subject to change and may be influenced by the employee's location and role.
📌 Applicant Insights
🔍 Company Context
Industry: ServiceNow operates in the software development industry, specializing in enterprise cloud and service management solutions
Company Size: ServiceNow is a large company with over 10,000 employees, providing ample opportunities for growth and collaboration
Founded: ServiceNow was founded in 2004 and has since grown into a global market leader, serving over 8,100 customers, including 85% of the Fortune 500
Company Description:
- ServiceNow is a global market leader in digital workflows, providing an intelligent cloud-based platform that seamlessly connects people, systems, and processes
- The company aims to make the world work better for everyone by empowering organizations to find smarter, faster, and better ways to work
- ServiceNow's platform is AI-enhanced, enabling customers to find smarter, faster, and better ways to work
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 diverse opportunities for career growth and development.
📊 Role Analysis
Career Level: This role is suitable for early-career technical writers looking to gain experience in a dynamic, global environment
Reporting Structure: The technical writer will report to the technical writing lead or manager and collaborate with cross-functional teams, including design, engineering, and product management
Work Arrangement: This role is remote-friendly, with the option to work from home or in the office, depending on the employee's preference and the needs of the team
Growth Opportunities:
- Expanding technical skills and knowledge of ServiceNow products
- Developing expertise in AI integration and enterprise software documentation
- Advancing to senior or management roles within the technical writing team
ASSUMPTION: The fast-paced nature of the role and the company's growth potential provide ample opportunities for professional development and career advancement.
🌍 Location & Work Environment
Office Type: ServiceNow has multiple office locations worldwide, with the primary headquarters in Santa Clara, California
Office Location(s): 2225 Lawson Lane, Santa Clara, CA 95054, US (primary headquarters), with additional offices in various locations around the world
Geographic Context:
- Santa Clara is located in the heart of Silicon Valley, providing ample opportunities for networking and professional growth
- The area offers a diverse range of cultural attractions, recreational activities, and a vibrant tech industry
- ServiceNow's global presence allows for remote work and collaboration with teams based in various time zones
Work Schedule: Standard full-time working hours, with flexibility to support global teams and occasional on-call rotations
ASSUMPTION: The remote-friendly work arrangement and global presence of the company enable employees to maintain a healthy work-life balance while still having ample opportunities for professional growth and collaboration.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager or a member of the technical writing team
- Technical writing assessment or test project
- Final interview with the technical writing lead or manager and potentially other team members
Key Assessment Areas:
- Technical writing skills and ability to create clear and concise documentation
- Understanding of content development life cycles and processes
- Collaboration and communication skills
- Adaptability to a fast-paced, globally distributed software development environment
Application Tips:
- Highlight relevant experience and skills in your resume, including any experience with AI integration or enterprise software platforms
- Tailor your cover letter to demonstrate your understanding of the role and your enthusiasm for working at ServiceNow
- Prepare a portfolio or samples of your prior technical writing work that showcase your ability to communicate complex ideas or technical information clearly
ATS Keywords: Technical Writing, AI Integration, Content Development, Collaboration, Structured Authoring, Fast-paced Environment, Enterprise Software, ServiceNow
ASSUMPTION: The application process may vary depending on the specific needs of the team or the company's current hiring practices.
🛠️ Tools & Technologies
- DITA (Darwin Information Typing Architecture)
- Markdown
- ServiceNow products and platforms
- Collaboration tools (e.g., Slack, Microsoft Teams, or Google Workspace)
ASSUMPTION: The specific tools and technologies used may vary depending on the team's preferences and the company's current technology stack.
👔 Cultural Fit Considerations
Company Values:
- Customer Obsessed
- Integrity
- Growth
- Innovation
- Performance
Work Style:
- Collaborative and team-oriented
- Adaptable and responsive to changing priorities
- Customer-focused and committed to delivering high-quality documentation
Self-Assessment Questions:
- Do you thrive in a collaborative, fast-paced environment and enjoy working with cross-functional teams?
- Are you comfortable adapting to changing priorities and working with global teams in different time zones?
- Do you have a strong commitment to delivering high-quality documentation that meets the needs of customers?
ASSUMPTION: ServiceNow values employees who are customer-obsessed, innovative, and committed to delivering high-quality work in a collaborative, fast-paced environment.
⚠️ Potential Challenges
- The fast-paced nature of the role may require occasional flexibility in working hours to support global teams
- The role may involve occasional on-call rotations to provide documentation support during product releases or critical incidents
- The company's large size and global presence may present challenges in terms of communication and collaboration across time zones
- The role may require working with complex technical concepts and translating them into clear and concise documentation for non-technical users
ASSUMPTION: The potential challenges of this role can be mitigated by strong communication, collaboration, and adaptability skills.
📈 Similar Roles Comparison
- Compared to other technical writing roles, this position offers the opportunity to work with a global market leader in enterprise cloud and service management solutions
- The role provides exposure to a wide range of enterprise software products and the opportunity to work with AI integration
- Career progression may involve expanding technical skills and knowledge of ServiceNow products, developing expertise in AI integration and enterprise software documentation, and advancing to senior or management roles within the technical writing team
ASSUMPTION: This role offers unique opportunities for professional growth and development within the technical writing field.
📝 Sample Projects
- Creating user guides for a new ServiceNow product feature, including step-by-step instructions, screenshots, and best practice recommendations
- Updating existing documentation to reflect changes in product functionality or user workflows
- Collaborating with product management to gather requirements and create documentation that meets the needs of users
ASSUMPTION: The specific projects assigned may vary depending on the team's priorities and the company's current product roadmap.
❓ Key Questions to Ask During Interview
- Can you describe the onboarding process for new technical writers and how I can get up to speed quickly?
- 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 employees, particularly those working remotely?
- Can you provide an example of a challenging documentation project that the team has worked on recently and how it was approached?
ASSUMPTION: Asking thoughtful questions during the interview process demonstrates your interest in the role and commitment to success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume to highlight relevant experience and skills, including any experience with AI integration or enterprise software platforms
- Write a cover letter that demonstrates your understanding of the role and your enthusiasm for working at ServiceNow
- Prepare a portfolio or samples of your prior technical writing work that showcase your ability to communicate complex ideas or technical information clearly
- Follow up with the hiring manager or a member of the technical writing team one week after submitting your application to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
