Job Title: Technical Writer - ITSM
Location: Plano, TX (or) Richmond, VA (Onsite/Hybrid Preferred)
Overview:
We are seeking an experienced and motivated ServiceNow 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 ServiceNow (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 ServiceNow scripting (JavaScript), ITIL concepts, and ServiceNow certifications (CSA, CAD).
Key Responsibilities:
Documentation Creation:
Develop and maintain high-quality user guides, administrator manuals, process documentation, knowledge articles, release notes, and process flows specific to ServiceNow. 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 ServiceNow 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 ServiceNow 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 ServiceNow 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.
Required Skills & Qualifications:
- 5+ years of technical writing experience, preferably supporting ServiceNow environments.
- Hands-on expertise with ServiceNow modules: ITSM, ITAM, CSM, Portal—including workflow documentation and customizations.
- Working knowledge of JavaScript as used in ServiceNow scripting.
- Strong understanding of ITIL processes and ServiceNow 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.
- ServiceNow 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.
Preferred Skills:
- Experience with ServiceNow 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.
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