Job Description

ServiceNow is looking for a Senior Manager to join the Product Content team and work in our Hyderabad office. The Product Content team is made up of experienced technical writers who provide DITA-based documentation for ServiceNow products. The best person for this job is someone who is experienced managing the work of globally distributed writing teams in an Agile development environment, has a strong history of advocating for writers while maintaining a positive and supportive relationship with cross-functional team members, and has experience leading and developing both managers and individual contributors.

WHAT YOU GET TO DO IN THIS ROLE:

• With peers and partners, develop and implement strategies for expanding and improving content offerings and channels designed to facilitate customer success
• As part of the Product Content leadership team, plan how to distribute resources across scrum teams and adjust to emerging priorities
• Schedule, coordinate, and oversee the work of technical writing managers and individual contributors
• Meet regularly with direct reports (managers and individual contributors) to review status, set priorities, identify and remediate roadblocks, provide performance feedback, and plan and monitor career development
• Engage regularly with stakeholders to understand their needs, collect feedback, align around new approaches and initiatives, and, when necessary, help correct course
• Identify and capitalize on opportunities to improve processes, develop employees, and continually increase department maturity
• Conduct quarterly performance-related conversations with team members, provide feedback about areas of improvement, and recognize outstanding efforts
• Recruit new hires who are solid information developers, work well with the Product Content team, and fit well with the ServiceNow culture

Qualifications

IN ORDER TO BE SUCCESSFUL IN THIS ROLE, WE NEED SOMEONE WHO HAS:

• A BS/BA in Technical Communication, English, Computer Science, or related field (or equivalent experience)
• 7+ years professional experience in technical communication
• 5+ years of successful team management experience, including managing managers
• A strong background in DITA and structured, task-based, user-focused authoring
• Excellent interpersonal, leadership, and communication skills
• Experience working with and leading globally distributed and diverse teams
• The ability to set and communicate priorities
• The ability to identify and drive closure of issues
• A history of building strong relationships across organizations
• Demonstrated skill in mentoring and coaching employees
• The ability to interact and collaborate with colleagues at all technical & business levels
• Proven success collaborating across multiple teams and functions
• A high level of creativity, flexibility, and dependability, including the ability to learn and react quickly in a fast-paced environment
• The ability to self-motivate and work independently
• A dynamic, energetic, and positive outlook

ADDITIONAL HELPFUL QUALIFICATIONS INCLUDE:

• Experience leading documentation teams for SaaS products
• Domain knowledge in IT service management, IT business management, or customer service mangement
• Experience working in Agile environment
• Experience implementing translation and localization workflow/processes
• Experience leading large change initiatives
• Experience developing and/or implementing source content management
• Experience with Schematron, Acrolinx, and/or other automated content quality control solutions
• Experience with Zoomin
• Experience with SEO

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.

Additional Information

ServiceNow is an Equal Employment 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.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.