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Posted: Sunday, January 7, 2018 5:16 PM

Technical Documentation Specialist

San Diego, CA

This position reports to: Director, Change Manager

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

What you get to do in this role:

Reporting to Director of Change Management, the Technical Documentation Specialist will be responsible for facilitating the authoring, editing, and maintenance of effective, easy to use documentation for ServiceNow's global Service Operations team. The Technical Documentation Specialist will also play a vital role in the continuous improvement of the documentation processes and assets by performing regular analysis, reporting, and training.

As ServiceNow continues to grow and evolve, so will this role. A successful candidate will be innovative, flexible, and self-motivated. The ability to function under some ambiguity in a fast-paced environment is essential. If you enjoy working in a dynamic environment, together with other talented staff to deliver world-class services, this is the career opportunity for you!


* Actively facilitate creation of documentation by employees internal and external to Service Operations, while driving compliance with established standards

* Develop and implement dictionary of terminology relevant to Service Operations. Enforce compliance across Service Operations documents.

* Create and deliver training on the development and management of documentation

* Edit newly-submitted and existing knowledge base content for quality and effectiveness

* Actively manage feedback and curation of published content

* Provide technical writing of various documentation for use by Service Operations and other staff

* Analyze feedback, usage statistics, and other data to prioritize creation and improvement of documentation resources

* Create, analyze, and report on metrics to measure the usage, adoption, success of documentation resources

Required Skills:

* Bachelor's degree or the equivalent in education and experience

* 5+ years of proven excellence authoring and editing in a technical environment

* Excellent written skills in English with working knowledge of HTML and ability to coach others to create clear and effective content

* Strong organizational, self-directed, analytical, and decision-making skills to thrive with aggressive time sensitive deadlines

* Ability to lead and educate others in best practices

* Proficient with Photoshop or other graphic design packages

* Proficient with Microsoft Word, Excel, and PowerPoint

* Strong collaboration skills to provide feedback effectively with highly-technical engineers

* Ability to quickly learn new concepts, workflows, processes, programs, and products

* Solid in-person and remote presentation skills

Desired Skills:

* Previous experience developing and managing documentation for a global service operations organization

* Knowledge of cloud technology and distributed computing

* Previous experience with ServiceNow or similar products

* ITIL Foundation Certification or equivalent knowledge of ITIL/ITSM

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.


Associated topics: documentation, documentation specialist, excel, file, log, msword, ms office, technical writer, technical writing, writer


• Location: San Diego

• Post ID: 35513607 sandiego is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018