Senior Technical Writer | Security Content Developer

Company Description

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 Description

The ServiceNow Security Organization (SSO)  

The ServiceNow Security Organization (SSO) delivers world-class, innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud, accelerating our business so that we are the most trusted SaaS provider. We create an environment where our employees are proud to work and can make a positive impact 

The Senior Technical Writer | Security Content Developer will be responsible for developing and improving cloud security documentation that enables employees, customers, and partners to understand ServiceNow platform security.     

In addition to developing new documents, with a particular focus on AI initially, this role includes performing editorial review of existing collateral at a pre-defined cadence and improving collateral creation and maintenance processes.   

The successful candidate will be a creative and resourceful team player with the drive to deliver meaningful and engaging documentation on time in a fast-paced environment. They will have the flexibility to learn new topics quickly, as well as having experience with editing, documentation development, using Adobe Creative Cloud and Microsoft Office Suite. 

What you get to do in this role:   

Support the Security Training and Resources team in their mission to provide quality, up to date security content to equip ServiceNow’s partners, employees, and customers in elevating their knowledge of ServiceNow’s cloud and platform security.   

New Content 

• Create internal and external facing collateral with particular focus on AI in collaboration with security subject matter experts explaining complex technical information in a clear and concise manner. Collateral could be in the form of white papers, responses to industry changes or events, blog posts, presentations, knowledge base articles, etc.   

• Build collaborative relationships with security subject matter experts. Be a voice of clarity and take a consultative approach with our key stakeholders, ensuring consistency and consumability of message.  

• Set expectations with key stakeholders for collateral development project deadlines, roles, and responsibilities. 

• Drive on-time delivery of collateral to the highest standard. 

• Translate complex information and ideas into intuitive, engaging, and effective explanations, diagrams, and other content.   

• Ensure all collateral follows ServiceNow style, tone, and brand guidelines.   

• Own, maintain, improve, and document content creation processes   

Editorial Review 

• Own, maintain, improve, and document editorial review process. 

• Perform periodic editorial review of all collateral, including recommendations for refinement of structure and flow, ensuring completeness, consistency, and suitability for audience.  

• Make recommendations for future enhancements to existing collateral based on editorial review and/or in response to industry, regulatory, or product changes.  

Communications  

• Create and publish key messaging on behalf of the team (changes to collateral, new collateral, updates to processes, etc.) for employees and partners in various delivery channels tailored to each audience.  

• Own, develop, maintain, improve, and document communication processes.  

• Measure and report communication metrics.  

Qualifications

Requirements:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 

• A minimum of 6+ years in a similar or appropriately relevant role required. 

• Bachelor's degree in English language, journalism, communications, or a related field preferred but will consider applicants with equivalent work-related experience.   

• Expert in Adobe InDesign, including the ability to quickly and efficiently edit and manipulate text, tables, graphics, and table of contents.  

• Expert in Microsoft Office suite: Word, Excel, Outlook, PowerPoint, SharePoint, Teams  

• Industry experiences relevant to cloud security or other technical fields are a plus.  

• Writing samples are required to be provided upon application.  

To be successful in this role, we need someone who has the following traits and skills:   

• Be resourceful, self-motivated, self-directed, and able to independently manage workload with a high degree of initiative, strong collaboration skills, and the ability to communicate ideas, decisions, and receive feedback from stakeholders remotely with a global team spanning many different time zones  

• Be a strong team player and excellent communicator with the ability to foster positive and productive relationships  

• High degree of flexibility with the ability to work in a fast-paced, ever-changing environment   

• Demonstrated excellent written and oral communication skills.   

• Proven track record of editorial review with focus on document structure, flow, suitability for audience, and key messaging. 

• Exceptional listening and note-taking skills are a must.  

• Demonstrated ability to receive verbal instructions and execute them with minimal follow-up or oversight  

• Excellent organizational skills with high attention to detail and consistency.  

• Ability to identify inconsistencies and flag potential issues and risks within our content  

#SecurityJobs 

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 globaltalentss@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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