(IT PSP) ServiceNow Technical Writer / Process Documentation Analyst

Pay Rate: $40 - $55.80 per hour
Duration: 6 Months
Work Mode: Hybrid
Location: Oakland, CA

Summary:

• Support the transition from BMC Remedy to ServiceNow.
• Develop, update, and maintain IT Service Management (ITSM) process documents and related operational materials.
• Work with Process/Product Owners, ServiceNow Platform teams, SMEs, and stakeholders to translate requirements into documentation.
• Travel expected to other company facilities in the service area (approximately 10%).

Responsibilities:

• Develop and maintain ServiceNow process documents, standards, procedures, work instructions, and operational playbooks.
• Participate in assessing existing Remedy documentation and assist with updates.
• Create new documentation for ServiceNow modules and capabilities not previously documented.
• Translate approved business requirements into process and operational documentation.
• Analyze ServiceNow workflows and identify documentation impacts.
• Maintain traceability between approved requirements, user stories, ServiceNow 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.

Requirements:

• 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 ServiceNow process documentation experience.
• Experience creating ServiceNow process documents, standards, procedures, and process diagrams.
• Experience documenting ServiceNow ITSM processes and supporting implementations.
• Strong knowledge of ServiceNow, ITSM, and ITIL practices.
• Excellent technical writing, process analysis, stakeholder engagement, and communication skills.
• Proficiency with Microsoft Word, Visio, SharePoint, PowerPoint, and Microsoft 365.

Preferred Skills:

• Experience converting BMC Remedy documentation to ServiceNow.
• 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.
• ServiceNow Certified System Administrator.
• ServiceNow Implementation Specialist certification.
• CCBA, CBAP, or technical writing certification.