Technical Writer

Canada Life; London; On-site; CAD 53,000 - 80,000; Full time

Job summary

A leading company is seeking a Technical Writer responsible for maintaining documentation related to ITSM processes. You will collaborate with various stakeholders to ensure clear and concise documentation and assist with compliance to ITSM best practices. This role requires hands-on ITSM experience and proficiency with ServiceNow, with a salary ranging from $53,200 to $79,800 annually.

Qualifications

• 2-4 years of hands-on ITSM experience.
• Familiar with core ITSM processes such as Incident, Change, and Service Desk.
• Experience in UAT testing of ServiceNow workflows.

Responsibilities

• Create, update, and maintain internal documentation for ITSM processes.
• Collaborate with ITSM trainer to ensure training materials match current documentation.
• Lead discussions on developing processes and job aids.

Skills

Analytical skills

Communication skills

Education

ITIL V3 or V4 Foundation Certification

Tools

MS Visio

ServiceNow

Job description

The Technical Writer is responsible for designing, creating, and maintaining documentation related to the ITSM Incident, Problem, Change, Service Desk, and Knowledge processes. The role involves working closely with process managers, owners, and governance leads to ensure that process documentation, procedures, and job aids are clear, concise, and approved for centralized posting.

Key Responsibilities:

• Collaborate with ITSM trainer and Change Manager to ensure training materials reflect current documentation and assist with system testing.
• Create, update, and maintain internal documentation for Service Experience and IT Practitioners.
• Conduct functional testing in UAT to verify workflows and gather screenshots.
• Post approved documentation to a centralized location and manage updates.
• Review training materials for consistency with reference materials.
• Serve as the point of contact for process and documentation questions within the SE teams.
• Ensure documentation complies with standards and ITSM best practices.

Continuous Improvement:

• Recommend improvements to documentation structure based on feedback.
• Engage in training sessions as SME to answer questions and improve documentation based on evolving needs.

Projects:

• Lead discussions and contribute to the development or revision of processes, procedures, and job aids during project activities.

Qualifications:

• 2-4 years of hands-on ITSM experience, familiar with core processes (Incident, Major Incident, Change, Problem, Knowledge, Service Desk).
• ITIL V3 or V4 Foundation Certification is required.
• Proficiency with ServiceNow modules related to core processes.
• Ability to produce formal documentation such as standards, policies, and procedures.
• Experience with workflow tools like MS Visio.
• Experience in UAT testing of ServiceNow workflows.
• Strong analytical and communication skills.

The annual base salary ranges from $53,200 to $79,800. Additional compensation components may apply. The recruitment process will be open for at least 5 business days, with rolling review of applications.

Join Canada Life - Apply today!

Canada Life values diversity and inclusion, offering a supportive environment where employees can thrive and contribute to improving the well-being of Canadians. We are committed to accessible employment practices and encourage applicants requiring accommodations to contact us.

Only qualified applicants will be contacted for an interview.