IT PSP) ServiceNow Technical Writer/Process Documentation Analyst
Listed on 2026-09-04
-
IT/Tech
IT Business Analyst, Technical Writer
IT Service Management Documentation Specialist
Pay Rate: $40 - $55.80 per hour Duration: 6 Months Work Mode:
Hybrid
Location:
Oakland, CA
Support the transition from BMC Remedy to Service Now.
Develop, update, and maintain IT Service Management (ITSM) process documents and related operational materials.
Work with Process/Product Owners, Service Now Platform teams, SMEs, and stakeholders to translate requirements into documentation.
Travel expected to other company facilities in the service area (approximately 10%).
Develop and maintain Service Now process documents, standards, procedures, work instructions, and operational playbooks.
Participate in assessing existing Remedy documentation and assist with updates.
Create new documentation for Service Now modules and capabilities not previously documented.
Translate approved business requirements into process and operational documentation.
Analyze Service Now workflows and identify documentation impacts.
Maintain traceability between approved requirements, user stories, Service Now configurations, and documentation deliverables.
Review design and technical specifications for alignment with approved business processes.
Support documentation activities during design, testing, implementation, and operational readiness.
Facilitate working sessions with stakeholders to gather and validate required information.
Identify and resolve documentation gaps and inconsistencies.
Develop and maintain documentation templates, naming conventions, version control practices, and publication processes.
Ensure documentation aligns with company standards, ITIL practices, governance requirements, and regulatory obligations.
Create and maintain governance documentation and support the complete document lifecycle.
Bachelor's degree in Technical Writing, Communications, Business, Information Technology, Information Systems, Engineering, or related field.
Minimum 5 years of technical writing, process documentation, business analysis, or ITSM documentation experience.
Minimum 3 years of direct Service Now process documentation experience.
Experience creating Service Now process documents, standards, procedures, and process diagrams.
Experience documenting Service Now ITSM processes and supporting implementations.
Strong knowledge of Service Now, ITSM, and ITIL practices.
Excellent technical writing, process analysis, stakeholder engagement, and communication skills.
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.
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