Technical Writer - job 1 of 2

As a Technical Writer at ServiceNow, your primary responsibilities include collaborating with design, engineering, and product management to create user-friendly technical documentation. You'll ensure that documentation aligns with our writing standards while gaining insights into ServiceNow's products and the user experience. Your goal is to provide users with clear, concise content that helps them navigate our features effectively.

To qualify for the Technical Writer position at ServiceNow, candidates should possess 1-2 years of experience in technical communication. Critical thinking skills related to AI integration in workflow processes are a plus. Additionally, familiarity with DITA, Markdown, or structured authoring methods, as well as experience in a fast-paced software development environment, are important for success in this role.

Yes, providing samples of your previous technical writing work or other relevant writing assignments is essential when applying for the Technical Writer position at ServiceNow. This helps demonstrate your ability to communicate complex ideas effectively, showcasing your writing style and clarity.

Absolutely! At ServiceNow, we believe in fostering talent and providing opportunities for professional growth. As a Technical Writer, you'll have the chance to expand your skills, collaborate with diverse teams, and contribute to innovative projects, all while pursuing your career goals within the company.

Yes, ServiceNow embraces flexibility in the workplace. Depending on the nature of the job, Technical Writers may have the option to work in-office, remotely, or in a hybrid arrangement, tailoring the work experience to fit your life while promoting our values of trust and inclusivity.

When creating user-focused technical documentation, I start by gathering information from product managers and engineers to understand the features and user needs. Then, I draft content that prioritizes clarity, usability, and organization, often using user feedback to refine my work until it meets the highest standards.

I approach conflicting feedback by actively listening to each party's concerns. I then assess the feedback objectively, prioritizing user needs and documentation goals. Open communication and a willingness to collaborate often lead to a resolution that satisfies all stakeholders.

I have hands-on experience with DITA, using it to create modular content that can be reused across different documents. This structured approach not only helps maintain consistency but also streamlines the documentation process, making it efficient and adaptable to various user needs.

To keep my documentation relevant, I set up regular check-ins with product teams to stay informed of changes and updates. I also actively seek user feedback to identify areas for improvement, ensuring the documentation is always aligned with the latest product developments.

In a previous role, I worked on a project involving complex software features. I broke down the information into easily digestible sections, using visuals and analogies where appropriate. This approach helped users quickly understand the functionality, significantly improving their feedback scores.

I prioritize tasks by identifying the most critical pieces of information and allocating my time efficiently. By using templates and existing documentation as a foundation, I can produce high-quality work under tight deadlines while ensuring I meet the content's objectives.

I typically use tools such as DITA, Markdown, and collaborative platforms like Confluence or Google Docs for writing and review. These tools facilitate efficient documentation, enabling easy updates and team collaboration, which is essential in a fast-paced environment like ServiceNow.

I regularly conduct surveys and solicit informal feedback from users who interact with my documentation. Analyzing this feedback helps me identify areas where users struggle and refine the documentation accordingly, ensuring it remains user-centric and effective.

In one challenging project, I was tasked with documenting a new product feature before its launch. I worked closely with the development team to understand the technical details and created user-friendly guides under a tight deadline. The success of the launch hinged on accurate documentation, and the positive user feedback reaffirmed our collective efforts.

I'm inspired by the innovative work that ServiceNow is doing to improve the world of work. The opportunity to craft clear, user-friendly documentation that empowers customers aligns with my passion for making complex information accessible, motivating me to contribute my best every day.