Technical Writer

Razorthink; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Razorthink is seeking a Technical Writer to develop and maintain ITSM documentation, SOPs, user manuals, FAQs, and training materials. You will collaborate with process owners, SMEs, and technical teams to ensure accuracy and ITIL-aligned content accessible to both technical and non-technical audiences.

Regular updates reflecting policy or technology changes are expected, along with maintaining document control and supporting audits.

Qualifications

• Proven experience as a Technical Writer in ITSM/IT Operations.
• Strong ITIL/ITSM concepts understanding.
• Experience with documentation tools (Confluence, SharePoint, MS Word, MadCap Flare).
• Familiarity with ServiceNow, BMC Remedy, or Jira Service Management.
• Excellent written and verbal communication; detail-oriented.
• Ability to work independently and collaboratively in a fast-paced environment.

Responsibilities

• Develop and maintain documentation for ITSM processes (Incident, Problem, Change, Request, Asset, Configuration).
• Create SOPs, user manuals, FAQs, knowledge base articles, and training materials.
• Collaborate with process owners, SMEs, and technical teams for accurate documentation.
• Ensure content aligns with ITIL best practices for technical and non-technical readers.
• Regularly review and update documents reflecting policy/tech changes.
• Maintain document control and version management.
• Assist with internal audits and compliance documentation.
• Support knowledge management platforms like ServiceNow, BMC Helix, or Freshservice.

Skills

ITSM/ITIL concepts

Documentation tools

ServiceNow familiarity

Attention to detail

Excellent written/verbal communication

Independent and collaborative work

Tools

Confluence

SharePoint

MS Word

MadCap Flare

Job description

Key Responsibilities:

• Develop and maintain documentation for ITSM processes including Incident, Problem, Change, Request, Asset, and Configuration Management.


• Create standard operating procedures (SOPs), user manuals, FAQs, knowledge base articles, and training materials.


• Collaborate with process owners, SMEs, and technical teams to gather information and ensure documentation accuracy.


• Ensure content aligns with ITIL best practices and is accessible to both technical and non-technical audiences.


• Regularly review and update documents to reflect changes in policies, procedures, or technologies.


• Maintain document control and version management.


• Assist with internal audits and compliance documentation.


• Support the configuration and content of knowledge management systems such as ServiceNow, BMC Helix, or Freshservice.

Required Skills and Qualifications:

• Proven experience as a Technical Writer in an ITSM or IT Operations environment.


• Strong understanding of ITIL/ITSM concepts and frameworks.


• Experience with documentation tools such as Confluence, SharePoint, MS Word, or MadCap Flare.


• Familiarity with ITSM platforms like ServiceNow, BMC Remedy, or Jira Service Management.


• Excellent written and verbal communication skills.


• Strong attention to detail and the ability to simplify complex technical content.


• Ability to work independently and collaboratively in a fast-paced environment.