Job Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Benefit options available depending on contract factors and upon meeting requirements.

What you get to do in this role:

• Aid in the creation of consistent, cohesive content
• Help maintain standards and processes that support internal article creation
• Analyze existing documentation to determine usability, identify inconsistencies, and recommend and make improvements to ensure consistent formatting, language, and style
• Coordinate the review and approval of content by SMEs
• Continuously improve documentation by responding to and incorporating feedback from internal users
• Research, write, and ensure the accuracy of documentation for internal users supporting, developing, or operating the ServiceNow Platform
• Gather source content from subject matter experts to create highly technical, process documentation, troubleshooting guides, and system architecture references

In order to qualify for and be successful in this role, you should have:

• Ability to establish priorities, work independently, and proceed with objectives without supervision
• Ability to track content, set targets for milestones, and adhere to deadlines
• Ability to evaluate an audience and effectively write documentation with the appropriate level of detail
• Ability to learn highly technical processes quickly using effective interviewing techniques and reviewing of source content in a variety of forms
• Experience synthesizing information gathered from multiple departments and business units
• Experience authoring in DITA
• Ability to obtain information through research, interviews, and experimentation
• Ability to work with geographically distributed team members, engineers and developers
• Excellent attention to detail and the ability to prioritize multiple projects in a fast-paced, changing environment
• Self-direction, flexibility, and an eagerness to learn
• Experience with Word to DITA conversion/cleanup nice to have

Education

Bachelor’s degree in Journalism, English, Communications or related field plus a minimum 6-10 years’ experience depending on job level

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

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