Technical Writer

ServiceNow; Washington (District of Columbia); Remote; USD 89,000 - 138,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a technically fluent writer to join the Product Content organization in Washington, DC. You will craft user-focused documentation for multiple features and align with design, engineering, and product teams to support business and digital transformation goals.

You will work within ServiceNow’s content processes, adopting the DITA-based model and clear style standards while gaining product knowledge to serve a global customer base.

Qualifications

• Experience integrating AI into work processes or workflows.
• Proven ability to write clear, user-centric technical content.
• Understanding of content development life cycles and processes.
• Samples of prior technical writing demonstrating clear communication.
• Experience authoring in structured formats like DITA or Markdown.
• Experience in fast-paced, distributed software environments and meeting deadlines.

Responsibilities

• Create and maintain user-focused technical documentation for multiple features.
• Learn ServiceNow’s content processes, DITA model, and standards.
• Develop a deeper understanding of products and user base you support.
• Deliver content that helps customers achieve goals quickly and easily.

Skills

AI integration mindset

Technical writing

User-focused documentation

Cross-functional collaboration

Clear, procedural writing

Tools

DITA

Markdown

Job description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

This role is part of our Product Content organization, a global team that creates the written and multimedia technical content that helps our customers understand and unlock the power of our products to achieve their business and digital transformation goals. We work closely with our product development, design, user research, and engineering partners to deliver just the right information, in just the right way, to support our customers, creating an exceptional product and customer experience.

What you get to do in this role:

• 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

Qualifications

Basic Qualifications:

• 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.
• Demonstrate English language proficiency through an assessment viaHackerRank, evaluating grammar, sentence structure, and skills in clear, user-centric, and procedural writing.
• Understanding of content development life cycles and processes
• 1-2 years work experience (may include internships) in technical communication
• Samples of your prior technical writing work, school assignments, or other writing that demonstrate your ability to communicate complex ideas or technical information clearly
• 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

For positions in this location, we offer a base pay of $89,300 - $138,400, 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

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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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