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Samsung SDS America logoSamsung SDS America

Technical Writer, ServiceNow

Skills
API DocumentationInstructional DesignOnline HelpProduct EvolutionRelease NotesServicenowTechnical Understanding
Role

What the job involves

The main requirements, responsibilities and hiring steps.

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%
  • Must be authorized to work for any employer in the U.S

Nice to have

  • 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

Day to day

  • Collaborate with technical staff and product teams to gather comprehensive product specifications and features
  • Create, update, and maintain tailored documentation for various personas including end-users, managers, admins, solution consultants, and developers
  • 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
  • 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
  • Stay updated on ServiceNow platform updates, features, and industry trends

Hiring process

  • Application or interview process accommodations for disabilities upon request