This Design Systems Documentation Lead role sits within ServiceNow's Product Design team, building the knowledge foundation for the company's AI-native design system. It's an individual-contributor role with no direct reports but a mandate to set strategy, align teams, and raise the quality bar for design-system documentation. The role owns turning fragmented guidance into a coherent documentation ecosystem for designers and developers.
What you'll do
- Own the strategy and roadmap for design-system documentation and learning resources
- Create a unified information architecture, taxonomy, and vocabulary across design and developer guidance
- Define content standards, templates, ownership, contribution workflows, and governance across the content lifecycle
- Coordinate contributors creating and maintaining guidance for components, usage, patterns, accessibility, implementation, and releases
- Keep documentation aligned with design libraries, coded components, platform capabilities, and product releases
- Build a contribution model enabling product designers to create and maintain design-system guidance
- Partner with design leaders to align terminology, priorities, and guidance across business units
- Partner with the Design Enablement team on onboarding, learning paths, workshops, and office hours
- Use research, support questions, search behavior, and adoption data to identify documentation gaps
- Structure content and metadata so AI tools and agents can reliably retrieve guidance
- Partner with the AI Design System Tooling team on AI-assisted authoring, search, and validation workflows
What we're looking for
- Experience in the complete product development lifecycle of web and/or software applications
- Experience in user experience design, content design, technical documentation, or developer education
- Experience working with cross-functional product and engineering teams
Nice to have
- 8+ years in product design, content design, technical documentation, design-system documentation, or developer education
- Experience leveraging or critically evaluating AI integration into work processes and decision-making
- Strong program management and operational leadership skills
- Experience building and scaling documentation for enterprise design systems used by multiple teams
- Expertise in content strategy, information architecture, taxonomy, and content governance
- Strong knowledge of component architecture, design tokens, accessibility, and design-to-development workflows
- Experience structuring trustworthy, machine-readable content for AI-enabled products
- Experience with documentation platforms, content management systems, and publishing workflows
- Ability to translate complex design and technical concepts for different audiences
- Demonstrated success aligning stakeholders and leading cross-organizational work through influence
- Strong writing, editing, facilitation, teaching, and executive communication skills
- Experience using research, analytics, and feedback to improve documentation adoption