Manager, Technical Writing - ServiceNow
Santa Clara, CA 95054
About the Job
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.
Job DescriptionWhat you get to do in this role:
- Work closely with Information Development leadership team to plan how to distribute resources effectively across scrum teams and be able to adjust when unexpected projects arise.
- Collaborate with other content-producing teams to share knowledge and avoid duplicating efforts.
- Check in regularly with development team managers to get feedback and, if necessary, help course correct to get deliverables back on track.
- Meet one-on-one with each direct report on a weekly or bi-weekly basis.
- Conduct quarterly performance-related conversations with team members, provide feedback about areas of improvement, and recognize outstanding efforts.
- Recruit excellent team members who are not only solid information developers, but who work well with the rest of the team.
- When required, support the team in the development of product documentation for current and future releases of our product.
- Review content on a regular basis, provide feedback on progress, adherence to standards, and overall completeness.
To be successful in this role:
Preferred Qualifications:
- Strong background in HTML, XML, and DITA.
- High level of creativity, flexibility, and dependability, and the ability to react quickly in a fast-paced environment.
- Knowledge of structured task-based writing is a plus.
- Experience with scripting, APIs, and integrations is strongly preferred.
- Knowledge of documenting complex administration systems processes in a SAAS environment.
- Proven experience relating to different levels of the organization and working effectively with peers.
Basic Qualifications:
- BS/BA in Technical Communication, English, Computer Science, related field, or equivalent experience, with 5+ years of experience writing software documentation for a technical audience.
- 3+ years of team management experience.
#PCX
For positions in the Bay Area, we offer a base pay of $115,600 - $202,400, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
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. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance.
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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