ServiceNow Technical Writer / Process Documentation Analyst : 26-02576

Develop, update, and maintain comprehensive ServiceNow process documents, SOPs, swimlane diagrams, RACI matrices, and user guides.

Analyze existing Remedy workflows and convert them into future-state ServiceNow documentation.

Facilitate working sessions with SMEs, Product Owners, and stakeholders to gather information, resolve gaps, and secure approvals.

Ensure all materials align with PG&E governance, ITIL practices, cybersecurity standards, SOX, and regulatory compliance requirements.

Document modules across the platform, including Incident, Change, Problem, Knowledge, CMDB, Service Operations Workspace, and Field Service Management.

Manage the complete document lifecycle from template creation to version control and final publication.

Bachelor’s degree in Technical Writing, IT, Business, or a related field (or equivalent experience).

5+ years of experience in technical writing, process analysis, or ITSM documentation.

3+ years of direct ServiceNow process documentation experience (Required).

Proven ability to translate technical ServiceNow configurations and business requirements into operational documentation.

High proficiency in Microsoft Word, Visio, SharePoint, PowerPoint, and Microsoft 365.