ServiceNow Technical Writer​/Process Documentation Analyst

Servicenow Technical Writer / Process Documentation Analyst

Primary

Skills:

Service Now Process Documentation [advanced], Technical Writing [advanced], Process Analysis & Mapping [advanced], ITSM & ITIL Frameworks [intermediate], Compliance & Governance Integration [advanced]

Contract Type: W2 Only Duration: 6+ Months

Location:

Oakland, CA (#LI - Hybrid) Pay Range: $45-$50/Hr. on W2

Job Summary:

We are seeking an experienced Service Now Technical Writer / Process Documentation Analyst to support our enterprise transition from BMC Remedy to Service Now.

Note:

Prior hands-on experience developing Service Now process documentation is strictly required; candidates without this will not be considered.

Key Responsibilities:

• Develop, update, and maintain comprehensive Service Now process documents, SOPs, swimlane diagrams, RACI matrices, and user guides.
• Analyze existing Remedy workflows and convert them into future-state Service Now documentation.
• Facilitate working sessions with SMEs, Product Owners, and stakeholders to gather information, resolve gaps, and secure approvals.
• Ensure all materials align with PG&E governance, ITIL practices, cybersecurity standards, SOX, and regulatory compliance requirements.
• Document modules across the platform, including Incident, Change, Problem, Knowledge, CMDB, Service Operations Workspace, and Field Service Management.
• Manage the complete document lifecycle from template creation to version control and final publication.

Must-Have

Skills:

• Bachelor's degree in Technical Writing, IT, Business, or a related field (or equivalent experience).
• 5+ years of experience in technical writing, process analysis, or ITSM documentation.
• 3+ years of direct Service Now process documentation experience (Required).
• Proven ability to translate technical Service Now configurations and business requirements into operational documentation.
• High proficiency in Microsoft Word, Visio, SharePoint, PowerPoint, and Microsoft 365.