ServiceNow Technical Writer; Plano

Job Title :
Service Now Technical Writer

Location :
Plano, TX (or) Richmond, VA (Onsite / Hybrid Preferred)

We are seeking an experienced and motivated Service Now Technical Writer to join our team in Plano, TX / Richmond, VA . The ideal candidate will possess a strong background in technical writing, in-depth knowledge of Service Now (ITSM, ITAM, CSM, Portal), and expertise in creating a wide variety of documentation to drive user adoption and support customizations and workflows. This role requires a blend of technical acumen, documentation skills, and experience with Service Now scripting (JavaScript), ITIL concepts, and Service Now certifications (CSA, CAD).

Documentation Creation :

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.

Technical Expertise :

Collaborate with Service Now architects, developers, and business analysts to understand platform configurations, customizations, and workflow logic.

Document scripting and automation (JavaScript) solutions and provide guidance for end-users and administrators.

Translate complex Service Now concepts and architecture into accessible content.

Process & Knowledge Management :

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.

Presentation & Communication :

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.
• Working knowledge of JavaScript as used in Service Now scripting.
• 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.