ServiceNow Technical Writer​/Analyst

Job Summary

Our client, a leading Utilities provider, is seeking a Service Now Technical Writer/Analyst to join their team. This role will support the transition from BMC Remedy to Service Now by developing, updating, and maintaining ITSM process documentation, procedures, work instructions, and process flows. The successful candidate will collaborate with Process Owners, SMEs, and Service Now platform teams to translate business and technical requirements into clear, accurate, and audit-ready documentation that supports operational excellence and process standardization.

Contract length: 15 week

Location:

Oakland, CA

Work Model:
Hybrid

• Develop, update, and maintain Service Now IT Service Management (ITSM) process documentation, including standards, procedures, work instructions, process flows, and related operational materials
• Support the transition from BMC Remedy to Service Now by documenting processes, workflows, system functionality, and operational requirements
• Collaborate with Process Owners, Product Owners, Service Now platform teams, SMEs, and key stakeholders to gather, analyze, and validate documentation requirements
• Translate approved requirements, user stories, process designs, and Service Now configurations into clear, accurate, user-friendly, and audit-ready documentation
• Create and maintain process diagrams, knowledge articles, training materials, and supporting documentation to ensure process consistency and adoption
• Review and continuously improve documentation standards to align with ITSM best practices, governance requirements, and organizational policies
• Ensure all documentation remains current, compliant, and aligned with Service Now platform enhancements and process changes
• Leverage prior Service Now process documentation experience to accurately document platform capabilities, workflows, and operational procedures

• Bachelor’s degree in Technical Writing, Communications, Business, Information Technology, Information Systems, Engineering, or related field; equivalent experience considered
• 5+ years of technical writing, process documentation, business analysis, or ITSM documentation experience
• 3+ years of direct Service Now process documentation experience (required)
• Experience creating Service Now process documents, standards, procedures, work instructions, user guides, and process diagrams
• Experience documenting Service Now ITSM processes, workflows, roles, approvals, integrations, and platform capabilities
• Experience supporting Service Now implementations, migrations, or transformation initiatives
• Strong knowledge of Service Now, ITSM, and ITIL practices
• Excellent technical writing, process analysis, stakeholder engagement, and communication skills
• Ability to translate business requirements, user stories, and Service Now configurations into operational documentation
• Proficiency with Microsoft Word, Visio, SharePoint, PowerPoint, and Microsoft
  365

• Experience converting BMC Remedy documentation to Service Now
• Experience developing ITSM governance and operating-model documentation
• Experience in the utility industry or another regulated environment
• Experience supporting audit, SOX, cybersecurity, or regulatory compliance requirements
• ITIL Foundation certification or higher
• Service Now Certified System Administrator
• Service Now Implementation Specialist certification
• CCBA, CBAP, or technical writing certification

Pay Range:
The approximate pay range for this position is between $75,000 and $108,000. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

At Kelly Mitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges.

As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.