Job Title: ServiceNow Technical Writer / Process Documentation Analyst
Duration: 04 Months Contract
Location: Oakland, CA/Hybrid
Pay Rate: $ 55.71/hr
Position Summary:
ServiceNow Process Documentation and Analysis
- Develop and maintain ServiceNow process documents, standards, procedures, work instructions, SOPs, process maps, swimlane diagrams, RACI matrices, user guides, 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, user stories, acceptance criteria, process designs, and ServiceNow configurations into process and operational documentation
- Analyze ServiceNow workflows, forms, approvals, roles, data requirements, integrations, reporting, and operating models to 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
- Ensure documentation accurately reflects approved ServiceNow configurations and business requirements
Standards, Governance, and Compliance
- Develop and/or maintain documentation templates, naming conventions, version control practices, approval requirements, and publication processes
- Ensure documentation aligns with CLIENT standards, ITIL practices, governance requirements, cybersecurity requirements, audit controls, SOX requirements, and regulatory obligations, where applicable
- Create and maintain governance documentation, decision records, role definitions, RACI matrices, controls, and operating procedures
- Maintain documentation repositories and support the complete document lifecycle, including review, approval, publication, revision, and retirement
- Produce consistent, publishable, and audit-ready documentation
- The resource may develop documentation for Incident, Major Incident, Change, Problem, Release, Knowledge, Service Catalog/Request Fulfillment, CMDB, Service Operations Workspace, Employee Center, Agent Chat/Virtual Agent, Field Service Management.
MINIMUM QUALIFICATIONS
- Bachelor's degree in Technical Writing, Communications, Business, Information Technology, Information Systems, Engineering, or related field; equivalent experience considered
- 5+ years of technical writing, process documentation, business analysis, or ITSM documentation experience
- 3+ years of direct ServiceNow process documentation experience (required)
- Experience creating ServiceNow process documents, standards, procedures, work instructions, user guides, and process diagrams
- Experience documenting ServiceNow ITSM processes, workflows, roles, approvals, integrations, and platform capabilities
- Experience supporting ServiceNow implementations, migrations, or transformation initiatives
- Strong knowledge of ServiceNow, ITSM, and ITIL practices
- Excellent technical writing, process analysis, stakeholder engagement, and communication skills
- Ability to translate business requirements, user stories, and ServiceNow configurations into operational documentation
- Proficiency with Microsoft Word, Visio, SharePoint, PowerPoint, and Microsoft 365
PREFERRED QUALIFICATIONS
- 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
Equal Employment Opportunity Statement
Intelliswift celebrates a diverse and inclusive workforce. We offer equal employment opportunities to all applicants and employees. All qualified applicants will be considered regardless of race, color, sex, gender identity, gender expressions, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other protected basis under the law.
Americans with Disabilities Act (ADA)
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact Intelliswift Human Resources Department
Other Employment Statements
Intelliswift participates in the E-Verify program.
Learn More
For information on Intelliswift Software, Inc., visit our website at www.intelliswift.com.
