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Service Management Technical Author

2 months ago

Richmond, Virginia, United States Apex Systems Full time

***Onsite Requirement: 3 Days Per Week in Richmond, VA.***

Client: Apex Systems

Location: Richmond, VA (Onsite 3 Days Per Week)

Contract Duration: 6+ Months

Compensation: $45 - $50/hour W2 (No Corp-to-Corp)

Essential Skills:

  • Proficient in Technical Writing, with the capability to engage both Technical teams and Stakeholders in a functional context.
  • Demonstrated experience in enhancing and documenting Processes and Procedures.
  • Skilled in creating various content types, including Training Materials, Reference Sheets, and Presentation Decks.
  • Experience in a Service Management setting, particularly in Asset and Configuration Management, with openness to other areas like Change or Incident Management.
  • Familiarity with ServiceNow or similar tools such as Remedy.
  • Ability to take initiative and work independently, following guidance on documentation standards.

Position Overview:

The Global Technology Service Management team is tasked with the design, implementation, and oversight of innovative Service Management policies, processes, and solutions. Our goal is to ensure that robust controls and capabilities are established to deliver stable, resilient, and accessible technology services to our clients and employees.

The IT Service Management (ITSM) Process Business Analyst will engage in the deployment and user adoption of critical technology processes transitioning to the ServiceNow platform. The focus areas for analysis and writing will encompass IT Asset, Configuration, Incident, Problem, Change, Knowledge, and Request Management, with an emphasis on developing control procedures, global user procedures, and associated knowledge articles.

Key Responsibilities:

  • Collaborate with process designers to identify procedural and knowledge requirements.
  • Develop procedures to ensure consistent execution of control and process operations.
  • Create knowledge articles to facilitate user adoption of processes.
  • Review and update previously published materials as necessary.
  • Maintain documentation standards for procedures, articles, and reference documents.
  • Assist the learning team in the creation of training materials.
  • Perform additional duties as assigned.

Required Qualifications:

  • At least 5 years of experience in writing procedures.
  • Experience in crafting knowledge articles or training materials for users of ServiceNow or comparable ITSM platforms.
  • Experience working within an agile/scrum team utilizing Jira for task management.

Preferred Qualifications:

  • Self-motivated with the ability to manage multiple assignments concurrently.
  • Experience in designing processes and procedures for IT Asset, Configuration, Incident, Problem, Change, Knowledge, or Request Management.
  • Proven ability to quickly grasp and articulate complex subject matter.
  • Experience in producing documentation for diverse audiences.
  • Exceptional written communication skills, with a strong attention to detail.