ServiceNow Technical Writer

Job Title: ServiceNow Technical Writer

Location: Plano, TX (or) Richmond, VA (Onsite/Hybrid)

Job Type: Contract

Overview:

We are seeking an experienced and motivated ServiceNow Technical Writer to join our team in Plano, TX/Richmond, VA. The ideal candidate will possess a strong background in technical writing, in-depth knowledge of ServiceNow (ITSM, ITAM, CSM, Portal), and expertise in creating a wide variety of documentation to drive user adoption and support customizations and workflows. This role requires a blend of technical acumen, documentation skills, and experience with ServiceNow scripting (JavaScript), ITIL concepts, and ServiceNow certifications (CSA, CAD).

Key Responsibilities:

Documentation Creation:

• Develop and maintain high-quality user guides, administrator manuals, process documentation, knowledge articles, release notes, and process flows specific to ServiceNow. modules (ITSM, ITAM, CSM, Portal).
• Produce clear and concise documentation for customizations, workflows, and integrations.
• Create engaging blog posts and comprehensive white papers targeting both technical and non-technical audiences.

Technical Expertise:

• Collaborate with ServiceNow architects, developers, and business analysts to understand platform configurations, customizations, and workflow logic.
• Document scripting and automation (JavaScript) solutions and provide guidance for end-users and administrators.
• Translate complex ServiceNow concepts and architecture into accessible content.

Process & Knowledge Management:

• Document IT Asset Management (ITAM) and Configuration Management Database (CMDB) processes, best practices, and standard operating procedures.
• Ensure documentation aligns with ITIL standards and ServiceNow best practices.
• Support knowledge management initiatives by authoring and maintaining knowledge base articles.

Presentation & Communication:

• Prepare and deliver presentations, training materials, and visual process maps to support user adoption and onboarding.
• Collaborate cross-functionally to gather requirements and feedback, ensuring documentation accuracy and relevance.

Required Skills & Qualifications:

• 5+ years of technical writing experience, preferably supporting ServiceNow environments.
• Hands-on expertise with ServiceNow modules: ITSM, ITAM, CSM, Portal-including workflow documentation and customizations.
• Working knowledge of JavaScript as used in ServiceNow scripting.
• Strong understanding of ITIL processes and ServiceNow architecture.
• Experience creating blogs, white papers, and a variety of technical and end-user documentation.
• Demonstrated ability in documenting IT Asset Management (ITAM) and CMDB processes.
• Proficiency in Microsoft Office suite, especially Word and PowerPoint for documentation and presentation creation.
• Excellent written and verbal communication skills.
• ServiceNow Certified System Administrator (CSA) and/or Certified Application Developer (CAD) required.
• Bachelor's degree in Computer Science, Information Systems, Technical Communication, or a related field preferred.

Preferred Skills:

• Experience with ServiceNow integrations and API documentation.
• Previous experience in a consulting or enterprise IT environment.
• Familiarity with Agile/Scrum methodologies.
• Portfolio of published technical blogs and white papers.