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Salary: USD 190,900 - 334,100 / annual
ServiceNow is seeking a Design Systems Documentation Lead to own the strategy and execution of design-system documentation and learning resources for an AI-native design system. This is an individual contributor role with significant influence across the organization—no direct reports, but a clear mandate to set strategy, align teams, and raise quality standards.
You will own the complete documentation ecosystem, including narrative structure, information architecture, vocabulary, content standards, and contribution processes. Key responsibilities include:
• Develop and execute the strategy and roadmap for design-system documentation and learning resources
• Create unified information architecture, taxonomy, and vocabulary serving both designers and developers
• Define content standards, templates, ownership models, contribution workflows, and governance across the content lifecycle
• Coordinate contributors responsible for components, usage guidelines, experience patterns, accessibility, implementation, and release documentation
• Ensure documentation stays aligned with design libraries, coded components, platform capabilities, and product releases
• Build a scalable contribution model enabling product designers across Platform and business units to create and maintain guidance, with input from Engineering, Product, and Accessibility
• Partner with design leaders across business units to align terminology, priorities, and guidance while respecting product-specific needs
• Collaborate with Design Enablement on onboarding, learning paths, workshops, office hours, and contributor guidance
• Use research, support data, search behavior, and adoption metrics to identify gaps and improve the documentation experience
• Structure content and metadata to enable AI tools and agents to reliably retrieve and apply approved guidance
• Partner with the AI Design System Tooling team on AI-assisted authoring, search, validation, and design-to-development workflows with clear governance and human review
This role is part of ServiceNow's Product Design team, which partners with engineering and product management from the outset. You'll work at the intersection of design, content strategy, and AI enablement, building the knowledge foundation that serves internal teams, customers, and partners.
REQUIREMENTS:
Preferred Qualifications:
• 8+ years of experience in product design, content design, technical documentation, design-system documentation, developer education, or related discipline
• Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving (AI-powered tools, workflow automation, AI-driven insights, or exploring AI's potential impact)
• Strong program management and operational leadership with ability to translate strategy into clear priorities, coordinated execution, and measurable outcomes
• Experience building and scaling documentation for enterprise design systems used by multiple product teams
• Expertise in content strategy, information architecture, taxonomy, content governance, and scalable publishing systems
• Strong knowledge of component architecture, design tokens, accessibility, experience patterns, and design-to-development workflows
• Experience structuring trustworthy, machine-readable content for AI-enabled products or tools
• Experience with documentation platforms, content management systems, and publishing workflows
• Ability to translate complex design and technical concepts into clear guidance for different audiences
• Demonstrated success aligning stakeholders and leading complex cross-organizational work through influence
• Strong writing, editing, facilitation, teaching, and executive communication skills
• Experience using research, analytics, and feedback to improve documentation quality and adoption
Basic Qualifications:
• Experience participating in the complete product development lifecycle of web and/or software applications
• Experience in user experience design, content design, technical documentation, developer education, or related field
• Experience working with cross-functional product and engineering teams
