Senior Technical Writer | Security Content Developer

About the position

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.

Responsibilities

• 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.
• 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.
• Build collaborative relationships with security subject matter experts.
• 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.
• Own, maintain, improve, and document editorial review process.
• Perform periodic editorial review of all collateral, including recommendations for refinement of structure and flow.
• Make recommendations for future enhancements to existing collateral based on editorial review and/or in response to industry, regulatory, or product changes.
• Create and publish key messaging on behalf of the team 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.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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.

Nice-to-haves

• 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.
• 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.
• 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.