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Technical Writer

1 month ago


Chandler, United States Centraprise Full time

Position: Technical Writer

Location: 3 Days onsite/2 Remote in either Chandler AZ (preferred), Richmond VA, or Kennesaw GA

Job Type: Contract on W2


TOP Needs

Must have technical writing experience, 5+ years of experience of writing procedures.

Must have experience writing knowledge articles or learning materials for users of ServiceNow or a comparable ITSM platform such as Remedy

ITIL v3 Foundation Certification

Experience using Jira for work tracking

Must be able to sit in Chandler AZ, Richmond VA, or Kennesaw GA


Job Description Summary


The Global Technology Service Management function is a new team charted with designing, implementing, and managing next generation Service Management policies, processes, and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees.


The IT Service Management (ITSM) Process Business Analyst will participate in the implementation and user adoption of key technology processes migrating to the ServiceNow platform. The primary areas of analysis and writing work will be in IT Asset, Configuration, Incident, Problem, Change, Knowledge, and Request Management, with a focus on producing control procedures, global user procedures, and related knowledge articles.


Key responsibilities:

Collaborate with process designers to identify procedure and knowledge needs

Create procedures to ensure consistently executed control and process operations

Create knowledge articles to support process end users adoption

Assess previously published materials, updating as needed

Maintain documentation standards for procedures, articles, and other reference documents

Support learning team in development of training materials

Perform other duties as assigned


Required Skills:

Minimum of 5+ years of experience as a writing procedures

ITIL v3 Foundation Certification

Experience writing knowledge articles or learning materials for users of ServiceNow or a comparable ITSM platform such as Remedy

Experience performing work as a part of an agile/scrum team using Jira for work tracking


Desired skills:

Self-starter with ability to handle multiple assignments simultaneously

Experience in process and procedure design for IT Asset, Configuration, Incident, Problem, Change, Knowledge, or Request Management

Proven ability to quickly learn and understand complex subject matter

Experience in writing documentation for various audiences

Superb written communication skills, with a keen eye for detail