Technical Writer Oakland, CA (This position is hybrid(1 day in a week onsite) with about 10% travel expected to other client facilities in the service area) 3 Months
Role:
Client is seeking an experienced ServiceNow Technical Writer / Process Documentation Analyst to support the transition from BMC Remedy to ServiceNow.
Prior hands-on experience developing ServiceNow process documentation is required. Candidates without direct ServiceNow process documentation experience will not be considered.
This role will develop, update, and maintain IT Service Management (ITSM) process documents, standards, procedures, work instructions, process diagrams, and related operational materials. The resource will work with Process/Product Owners, ServiceNow Platform teams, SMEs, and stakeholders to translate approved requirements, user stories, process designs, and ServiceNow configurations into clear, accurate, and audit-ready documentation.
The successful candidate must be able to work independently, analyze complex processes, and create new, or convert existing Remedy documentation into, future-state documentation that reflects PG&E’s ServiceNow processes, governance requirements, compliance controls, and operating procedures.
Responsibilities ServiceNow Process Documentation and Analysis
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
Stakeholder Engagement
Facilitate working sessions with Process/Product Owners, SMEs, and stakeholders
Gather and validate the business, process, technical, and operational information required to complete documentation
Identify and resolve documentation gaps, inconsistencies, and conflicting requirements
Conduct document walkthroughs and formal review sessions
Incorporate stakeholder feedback and obtain required approvals
Standards, Governance, and Compliance
Develop and/or maintain documentation templates, naming conventions, version control practices, approval requirements, and publication processes
Ensure documentation aligns with PG&E standards, ITIL practices, governance requirements, cybersecurity requirements, audit controls, SOX requirements, and regulatory obligations, where applicable
Create and maintain governance documentation, decision records, role definitions, RACI matrices, controls, and operating procedures
Maintain documentation repositories and support the complete document lifecycle, including review, approval, publication, revision, and retirement
Produce consistent, publishable, and audit-ready documentation
The resource may develop documentation for Incident, Major Incident, Change, Problem, Release, Knowledge, Service Catalog/Request Fulfillment, CMDB, Service Operations Workspace, Employee Center, Agent Chat/Virtual Agent, Field Service Management.
Minimum Qualifications
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
Inventory and assessment of existing Remedy and ITSM documentation
Gap analysis identifying documents to update, replace, consolidate, retire, or create
Approved ServiceNow process documents, standards, procedures, work instructions, process diagrams, and governance artifacts
Traceability between approved requirements, user stories, configurations, and documentation updates
Publishable, version-controlled, and audit-ready documentation supporting ServiceNow implementation and operational readiness
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $35.00/hr - $45.00/hr.
