Design Systems Documentation Lead

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

This role is part of our Product Design team, which turns a deep understanding of our users and customers into product experiences they love. Our designers bringexpertiseacross design systems, visual design, interaction design, content design, and product design. At Service Now, design has an intentional seat at the table, and we partner with engineering and product management from the outset.

We'rebuilding the knowledge foundation for Service Now's AI-native design system. The system supports designers and engineers acrossourbusiness units and Platform, as well as customers and partners who need clear guidance to build consistent, accessible experiences.

The opportunity is to turn fragmented design-system guidance into a coherent, trustworthy documentation ecosystem that serves both designers and developers. This includes the narrative, information architecture, vocabulary, content standards, contribution process, and structured knowledge teams need to understand and apply the system consistently.

We'relooking for a Design Systems Documentation Leadto drive that work. This is an IC role with real influence—no direct reports, but a clear mandate tosetthe strategy, align teams, raise the quality bar, and make design-system knowledge easier to find, understand, and apply.

• 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 the contributors responsible for creating andmaintainingguidance for components,usage guidelines,experience patterns, accessibility, implementation, and releases.
• Keep documentation aligned with design libraries, coded components, platform capabilities, and product releases.
• Build a contribution model that enables product designers across Platform and the business units to create andmaintaindesign-system guidance, with input from Engineering, Product, and Accessibility.
• Partner withdesignleaders acrossourbusiness units and Platform to align terminology, priorities, and guidance while accounting for product-specific needs.
• Partner with the Design Enablement team on onboarding, learning paths, workshops, office hours, and contributor guidance that help teams use and extend the design system.
• Use research, support questions, search behavior, and adoption data toidentifygaps and improve the documentation experience.
• Structure content and metadata so AI tools and agents can reliably retrieve and apply approved guidance.
• Partner withour AI Design System Tooling teamon AI-assisted authoring, search, validation, and design-to-development workflows, with clear governance and human review.

• 8+ years of experience in product design, content design, technical documentation, design-system documentation, developer education, ora related discipline.
• Experienceleveragingor critically evaluating how to…