Technical Writer - ITSM; Independent - W2

Technical Writer - ITSM (Independent Contract - W2)

Job Title: Technical Writer - ITSM

• Develop and maintain high-quality user guides, administrator manuals, process documentation, knowledge articles, release notes, and process flows specific to Service Now modules (ITSM, ITAM, CSM, Portal).
• Produce clear and concise documentation for customizations, workflows, and integrations.
• Create engaging blog posts and comprehensive white papers targeting both technical and non‑technical audiences.
• Collaborate with Service Now architects, developers, and business analysts to understand platform configurations, customizations, and workflow logic.
• Translate complex Service Now concepts and architecture into accessible content.
• Document IT Asset Management (ITAM) and Configuration Management Database (CMDB) processes, best practices, and standard operating procedures.
• Ensure documentation aligns with ITIL standards and Service Now best practices.
• Support knowledge management initiatives by authoring and maintaining knowledge base articles.
• Prepare and deliver presentations, training materials, and visual process maps to support user adoption and onboarding.
• Collaborate cross‑functionally to gather requirements and feedback, ensuring documentation accuracy and relevance.

• 5+ years of technical writing experience, preferably supporting Service Now environments.
• Hands‑on expertise with Service Now modules: ITSM, ITAM, CSM, Portal—including workflow documentation and customizations.
• Strong understanding of ITIL processes and Service Now architecture.
• Experience creating blogs, white papers, and a variety of technical and end‑user documentation.
• Demonstrated ability in documenting IT Asset Management (ITAM) and CMDB processes.
• Proficiency in Microsoft Office suite, especially Word and PowerPoint for documentation and presentation creation.
• Excellent written and verbal communication skills.
• Service Now Certified System Administrator (CSA) and/or Certified Application Developer (CAD) required.
• Bachelor’s degree in Computer Science, Information Systems, Technical Communication, or a related field preferred.

• Experience with Service Now integrations and API documentation.
• Previous experience in a consulting or enterprise IT environment.
• Familiarity with Agile/Scrum methodologies.
• Portfolio of published technical blogs and white papers.

• Mid‑Senior level

• Contract

• Information Technology
• Information Services