ServiceNow ITSM Documentation Specialist

Spectraforce Technologies; Oakland (CA); Hybrid; USD 89,000 - 123,000; Part time

Job summary

Spectraforce Technologies in Oakland, CA is seeking an experienced Technical Writer to support the transition from Remedy to ServiceNow. The role focuses on creating, updating, and maintaining ITSM process documents and related materials.

You will collaborate with process owners, platform teams, SMEs, and stakeholders to translate requirements into clear, audit-ready documentation and ensure alignment with governance and compliance standards. This is a hybrid 1 day onsite role with ~10% travel.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 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.

Responsibilities

• 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.

Skills

Technical writing

Process documentation

Stakeholder engagement

ServiceNow knowledge

ITIL knowledge

Education

Bachelor's degree in Technical Writing, Communications, Business, IT, IS, Engineering

Tools

Microsoft Word

Visio

SharePoint

PowerPoint

Microsoft 365

Job description

Spectraforce Technologies in Oakland, CA is seeking an experienced Technical Writer to support the transition from Remedy to ServiceNow. The role focuses on creating, updating, and maintaining ITSM process documents and related materials.

You will collaborate with process owners, platform teams, SMEs, and stakeholders to translate requirements into clear, audit-ready documentation and ensure alignment with governance and compliance standards. This is a hybrid 1 day onsite role with ~10% travel.