Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700 customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Technical Content Engineering roles are key positions within the Success at Scale organization responsible for creating high quality and deeply technical solutions that empower the ServiceNow implementors to move through the different stages of their adoption of the product from crawl, walk and into run. You will do this through the best means possible, whether that means documentation materials or a shipped software solution.

You will do this by working closely with teams within the Customer Success Organization, Portfolio Managers and Product Success, who will provide the signal on where customers need the most help. Additionally, with groups outside of the Customer Success Organization, such as Product Support and Product Documentation to do the same. 

What you will do in this role -

• Develop, manage, and update a comprehensive set of documentation materials, including online guides, tutorials, how-to and reference documents, specifically tailored for the Now Platform 

• Build out validated designs on long-lived Now Platform instances to guide customers through technology and configuration choices through initial adoption to deployment across the entire organization.

• Collaborate with Product and Engineering to identify and execute on evolving proven designs into digital solutions into our Impact Digital Experience offering. 

• Work across the experts in Customer Success, Training and Partner Enablement to identify emerging practices and approaches for Now Platform implementations. 

• Engage with the ServiceNow community to offer support and gather feedback to bring our communities lived experiences and best practices to life. 

This role spans our entire Now Platform, supporting any number of industries and verticals. We can assert with a high degree of certainty you will always be learning something new in this role and have plenty of opportunity to choose depth or breadth as the role evolves. 

Qualifications

What skills we are looking for - 

• 5 years as a software developer, DevOps engineer or technical architect, with a minimum of 1 year in technical writing 

• 2 years of experience implementing or managing the Now Platform or similar offerings from Salesforce, Microsoft, and Oracle. 

• Demonstrated experience in variety of technical writing domains, including but not limited to structuring content created by others for better comprehension, explaining complex technical concepts, and using narrative story telling techniques. 

• High degree of empathy for the challenges of implementing software across a large enterprise 

• Excellent interpersonal, written, and editorial skills 

• A preference to learn through iteration to make the hard tasks easy and the complicated possible. 

Work Environment 

We are a dynamic and rapidly growing software company with a keen sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to gain experience their professional careers through working with some of the most advanced technology and talented people in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere. 

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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