ServiceNow Technical Writer​/Process Documentation Analyst

Service Now Technical Writer / Process Documentation Analyst

Location: Oakland, CA

Job Type: Contract | Hybrid

Duration: September 14, 2026 — December 31, 2026

Travel: Approximately 10%

Role

Summary:

Seeking a Service Now Technical Writer / Process Documentation Analyst to support a transition from BMC Remedy to Service Now
. The role will create and maintain ITSM process documentation, workflows, SOPs, process maps, governance materials, and operational guides.

Key Responsibilities:

• Develop Service Now ITSM processes, SOPs, work instructions, user guides, and process maps.
• Convert and update legacy BMC Remedy documentation for Service Now.
• Translate requirements, user stories, and Service Now configurations into clear documentation.
• Analyze workflows, roles, approvals, integrations, and processes.
• Work with Process Owners, Product Owners, SMEs, and technical teams.
• Maintain documentation standards, version control, governance, and audit readiness.
• Support Service Now implementation, testing, and operational readiness.

Required Qualifications:

• Bachelor’s degree or equivalent experience.
• 5+ years in technical writing, process documentation, business analysis, or ITSM.
• 3+ years of hands-on Service Now process documentation experience — REQUIRED.
• Strong Service Now, ITSM, and ITIL knowledge.
• Experience documenting workflows, processes, roles, approvals, and integrations.
• Strong technical writing, communication, and process-analysis skills.
  
  Proficiency with Word, Visio, SharePoint, PowerPoint, and Microsoft 365.

Preferred:

• BMC Remedy-to-Service Now migration experience.
• Utility or regulated-industry experience.
• Audit, SOX, cybersecurity, or compliance documentation experience.
• ITIL, Service Now, CBAP/CCBA, or technical-writing certification.

Ideal Candidate:

A Service Now Technical Writer / Business Analyst with strong hands-on experience creating Service Now ITSM process documentation, especially someone who has worked on a Remedy-to-Service Now migration
.