Senior ServiceNow Technical Documentation Specialist
5 days ago
We are seeking a highly skilled ServiceNow Technical Writer to join our team at Samsung SDS America. This role will play a crucial part in the development and dissemination of comprehensive, user-friendly documentation for our platform product based on ServiceNow technology.
Job Summary:
The ideal candidate will possess a strong blend of technical understanding, writing proficiency, instructional design capability, and with a proven ability to translate complex information into clear, concise content and deliver engaging and effective documents across diverse audiences.
Responsibilities:
- Documentation Development:
- Create, update, and maintain tailored documentation for various personas including end-users, managers, admins, solution consultants, and developers. Documentation includes product guides, FAQ, release notes
- Ensure all documentation is technically accurate, clear, consistent, and easily understandable
- Develop and manage a technical knowledge base that serves as a resource for in-depth technical information
- Incorporate visual aids, diagrams, and charts to support textual content and facilitate better understanding
Collaboration and Communication:
- Work closely with product management, development teams, and customer service to ensure documentation and training materials align with user needs and product evolution
- Engage with users and stakeholders across various levels to gather feedback and enhance documentation and training efficacy
- Act as a liaison between technical teams and non-technical users, facilitating clear and effective communication of complex concepts
Requirements:
- Bachelor's degree in Technical Writing, Education, Communication, or a related field (or equivalent experience)
- 5+ years of proven experience in technical writing in a technical or complex product environment
- Experience in writing technical documentation for software platforms (e.g. API documentation)
- Strong conversational knowledge of technology principles, including APIs, Swagger, SDKs, authentication, programming languages and version control
- Excellent written and verbal communication skills, with a keen eye for detail
- Strong ability to translate complex technical information into clear, user-friendly language
- Proficiency with documentation tools like Microsoft Office Suite, Adobe Suite, and Confluence
- Strong organizational and project management skills, with the ability to manage multiple projects simultaneously
- Business traveling up to ~25%
Preferred Qualifications:
- Experience in documentation/training of ServiceNow product
- Understanding of Enterprise Mobility Eco-System
- Certification in technical writing or instructional design
- Knowledge of multimedia and graphic design tools
Compensation and Benefits:
Samsung SDS America offers a competitive salary range of $120,000 - $160,000 per year, depending on experience. We also offer a comprehensive benefits package, including medical, dental, vision, and prescription coverage, 401K match, parental leave, and flexible spending accounts.
About Us:
Samsung SDS America is an equal opportunity employer committed to diversity and inclusion. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed. If you are passionate about technology and driven by innovation, we encourage you to apply for this exciting opportunity.
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