ServiceNow Process Documentation Specialist

SPECTRAFORCE; Oakland (CA); Hybrid; USD 48,000 - 69,000; Full time

Job summary

SPECTRAFORCE in Oakland, CA is seeking an experienced ServiceNow Technical Writer / Process Documentation Analyst to support the transition from BMC Remedy to ServiceNow. This hybrid role requires one day onsite per week and travel up to client facilities in the service area.

You will develop, update, and maintain ITSM process documents, work instructions, process diagrams, and governance artifacts, collaborating with process owners, SME teams, and stakeholders to ensure audit-ready materials.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 5+ years of technical writing, process documentation, business analysis, or ITSM documentation experience.
• 3+ years of direct ServiceNow process documentation experience.
• Experience documenting ServiceNow ITSM processes, workflows, roles, approvals, integrations, and platform capabilities.
• Experience converting Remedy documentation to ServiceNow preferred.
• ITIL Foundation or higher; ServiceNow certifications preferred.

Responsibilities

• Develop and maintain ServiceNow process documents, standards, procedures, work instructions, SOPs, process maps, swimlane diagrams, RACI matrices, user guides, and operational playbooks.
• Translate requirements and configurations into accurate, audit-ready documentation; maintain traceability between requirements, user stories, configurations, and docs.
• Support documentation during design, testing, implementation, and operational readiness; participate in design review sessions.
• Engage with Process/Product Owners, SMEs, and stakeholders to gather information and validate content.
• Develop governance templates, naming conventions, version control, and publication processes; ensure alignment with ITIL, SOX, cybersecurity, and regulatory needs.

Skills

Technical writing

Process documentation

Stakeholder engagement

ServiceNow knowledge

ITIL practices

Communication skills

Visio

Microsoft Word

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

MS Visio

SharePoint

PowerPoint

MS Word

MS 365

Job description

SPECTRAFORCE in Oakland, CA is seeking an experienced ServiceNow Technical Writer / Process Documentation Analyst to support the transition from BMC Remedy to ServiceNow. This hybrid role requires one day onsite per week and travel up to client facilities in the service area.

You will develop, update, and maintain ITSM process documents, work instructions, process diagrams, and governance artifacts, collaborating with process owners, SME teams, and stakeholders to ensure audit-ready materials.