ServiceNow Technical Writer/Analyst

KellyMitchell Group; Oakland (CA); Hybrid; USD 75,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

Employee-Owned Profit Sharing (ESOP)

401K offered

Job summary

KellyMitchell Group is seeking a ServiceNow Technical Writer/Analyst in Oakland, CA, to support the migration from BMC Remedy to ServiceNow by creating and maintaining ITSM process documentation and related materials.

The role collaborates with Process Owners, SMEs, and platform teams to ensure audit-ready documentation that drives operational excellence and standardization.

Qualifications

• Bachelor’s degree or equivalent experience in technical writing, communications, IT, or related field.
• 5+ years of technical writing, process documentation, business analysis, or ITSM documentation experience.
• 3+ years of direct ServiceNow process documentation experience.
• 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.
• Proficiency with Microsoft Word, Visio, SharePoint, PowerPoint, and Microsoft365.

Responsibilities

• Develop, update, and maintain ServiceNow ITSM process documentation, including standards, procedures, work instructions, process flows, and related materials.
• Support the transition from BMC Remedy to ServiceNow by documenting processes, workflows, system functionality, and operational requirements.
• Collaborate with Process Owners, Product Owners, ServiceNow platform teams, SMEs, and key stakeholders to gather, analyze, and validate documentation requirements.
• Translate approved requirements, user stories, process designs, and ServiceNow configurations into clear, accurate, user-friendly, audit-ready documentation.
• Create and maintain process diagrams, knowledge articles, training materials, and supporting documentation to ensure process consistency and adoption.
• Review and continuously improve documentation standards to align with ITSM best practices, governance requirements, and organizational policies.
• Ensure all documentation remains current, compliant, and aligned with ServiceNow platform enhancements and process changes.
• Leverage prior ServiceNow process documentation experience to accurately document platform capabilities, workflows, and operational procedures.

Skills

Technical Writing

ITSM Documentation

ServiceNow

Stakeholder Engagement

Microsoft Office

Education

Bachelor’s degree in Technical Writing/Related Field

Tools

Microsoft Word

Visio

SharePoint

PowerPoint

Microsoft365

Job description

Job Summary

Our client, a leading Utilities provider, is seeking a ServiceNow Technical Writer/Analyst to join their team. This role will support the transition from BMC Remedy to ServiceNow by developing, updating, and maintaining ITSM process documentation, procedures, work instructions, and process flows. The successful candidate will collaborate with Process Owners, SMEs, and ServiceNow platform teams to translate business and technical requirements into clear, accurate, and audit-ready documentation that supports operational excellence and process standardization.

Contract Details

Contract length: 15 week

Location: Oakland, CA

Work Model: Hybrid

Core Responsibilities

• Develop, update, and maintain ServiceNow IT Service Management (ITSM) process documentation, including standards, procedures, work instructions, process flows, and related operational materials
• Support the transition from BMC Remedy to ServiceNow by documenting processes, workflows, system functionality, and operational requirements
• Collaborate with Process Owners, Product Owners, ServiceNow platform teams, SMEs, and key stakeholders to gather, analyze, and validate documentation requirements
• Translate approved requirements, user stories, process designs, and ServiceNow configurations into clear, accurate, user-friendly, and audit-ready documentation
• Create and maintain process diagrams, knowledge articles, training materials, and supporting documentation to ensure process consistency and adoption
• Review and continuously improve documentation standards to align with ITSM best practices, governance requirements, and organizational policies
• Ensure all documentation remains current, compliant, and aligned with ServiceNow platform enhancements and process changes
• Leverage prior ServiceNow process documentation experience to accurately document platform capabilities, workflows, and operational procedures

Required Skills/Experience (Must-Haves)

• 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 Microsoft365

Preferred Skills/Experience (Nice-to-Haves)

• 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

Compensation & Benefits

Pay Range: The approximate pay range for this position is between $75,000 and $108,000. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

About KellyMitchell

At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.