About the Company:

Founded in 2004 by visionary engineer Fred Luddy in San Diego, ServiceNow has become a global technology leader powering digital workflow and automation across industries. With more than 8,100 customers, including 85% of the Fortune 500, ServiceNow’s intelligent platform connects people, systems, and processes to make work smarter and more efficient.

About the Role:

The Senior Technical Writer role offers the opportunity to create impactful, user-focused documentation and shape content strategies for innovative ServiceNow products. You will collaborate with engineering and product leadership to produce high-quality technical content that enhances the user experience and supports complex product ecosystems.

This role requires proficiency in structured authoring, analytical problem-solving, and the ability to simplify intricate technical concepts for global audiences.

What You’ll Do:

• Develop, plan, and maintain high-quality documentation for multiple products in coordination with engineering and product management teams.
• Enhance existing documentation processes based on business and user needs.
• Contribute to improving ServiceNow’s content development methods, DITA-based models, and style consistency.
• Gain expert-level understanding of assigned product areas within the ServiceNow ecosystem.
• Mentor junior writers and guide peers in best documentation practices.
• Provide feedback and recommendations to strengthen future content strategy for product and business units.

Key Technical Skills:

Technical writing, DITA or XML authoring, Content development lifecycle, AI integration awareness, Information architecture, Workflow automation, Data-driven writing, Software documentation, Agile collaboration

Requirements:

• Bachelor’s degree in English, Communication, Computer Science, or equivalent field.
• Minimum 4 years of experience in technical communication roles.
• Hands-on experience with DITA or similar XML-based authoring frameworks.
• Strong portfolio demonstrating ability to convey complex technical content clearly.
• Experience documenting for SaaS or cloud-based software environments.
• Understanding of content strategy, documentation processes, and lifecycle management.
• Exposure to AI-based or AI-assisted documentation tools preferred.
• Strong leadership, mentoring, and teamwork skills in a distributed development environment.