Senior Technical Writer

As a Senior Technical Writer at ServiceNow, you will be tasked with creating and maintaining user-focused technical documentation for various products. Collaborating closely with engineering and product management, your responsibilities will include planning documentation strategies, contributing to content development processes, and developing a strong understanding of the product ecosystem to ensure clarity in communications.

To qualify for the Senior Technical Writer position at ServiceNow, candidates need at least 6 years of experience in technical communication, familiarity with content development life cycles, and experience in writing using DITA or another XML-based structured authoring architecture. A solid understanding of integrating AI into work processes is a plus, as this is becoming increasingly important in the tech landscape.

A successful Senior Technical Writer at ServiceNow should possess strong communication skills, an ability to simplify complex technical information, proficiency in structured authoring like DITA, and a familiarity with AI tools. Leadership qualities, mentorship skills, and adaptability to changing priorities are also valuable traits for effectively collaborating with cross-functional teams.

A Senior Technical Writer can shape the content strategy at ServiceNow by providing input on documentation processes, sharing insights from user feedback, and developing content that aligns with product goals. By understanding the needs of both the product and the users, you will help create documentation that enhances the user experience and supports organizational objectives.

While direct AI integration experience is not strictly required for the Senior Technical Writer role at ServiceNow, having a solid understanding of how to leverage AI in work processes and decision-making is a beneficial asset. Candidates with this knowledge will contribute to more innovative documentation practices that align with our cutting-edge technology.

When answering this question, provide specific examples of technical documentation you've created. Highlight your understanding of the target audience, the tools you used (like DITA), and your process for ensuring accuracy and clarity. Include any feedback received from users or teams that improved your documentation.

Discuss your process from learning about the feature through collaboration with developers and product managers to drafting user-friendly content. Emphasize iterative reviews and user testing to ensure the documentation meets user needs, showcasing your commitment to quality and clarity.

Talk about your methods for regularly reviewing and revising documentation, such as setting a review schedule, soliciting user feedback, and maintaining close communication with product teams. This shows your proactive approach to keeping content relevant and helpful.

Explain your approach to breaking down complex concepts into simple, understandable language. Mention utilizing diagrams, examples, or analogies to help illustrate the ideas, ensuring that your documentation is accessible to all users, regardless of their technical expertise.

Provide details on your experience with DITA or similar structured authoring systems. Talk about how you've used it to create modular documentation, and how it has enhanced your writing process and allowed for more consistent output, demonstrating your technical proficiency.

Share your insights on how you've integrated AI tools into your workflow, such as using AI for automating repetitive tasks, gathering user data, or enhancing decision-making. This shows that you are forward-thinking and willing to adopt new technologies.

Discuss your process for gathering user feedback and incorporating it into your documentation. Highlight any methodologies you've used to understand user personas and how you've tailored content to fit different user requirements, reflecting your commitment to inclusivity.

Share relevant experiences where you have supported or guided less-experienced writers. This could include providing feedback, conducting training sessions, or developing onboarding materials, showcasing your leadership and teamwork skills.

Be prepared to discuss specific challenges you've encountered, such as tight deadlines or complex topics. Explain your approach to problem-solving and collaboration, illustrating your ability to adapt and maintain quality under pressure.

Express your enthusiasm for the role and the company. Connect your skills and values to ServiceNow's mission of making the world work better. This fuels your motivation and highlights a good cultural fit.