A Technical Consultant or Analyst provides information technology consulting services to businesses and organizations. Advises or manages installation or expansion of computer network systems; provides problem-solving assistance and staff training with new systems. May work independently or as part of a consulting team.
We are seeking an experienced ServiceNow Technical Writer / Process Documentation Analyst to support our enterprise transition from BMC Remedy to ServiceNow.
Note:
Prior hands-on experience developing ServiceNow process documentation is strictly required; candidates without this will not be considered.
Key Responsibilities:
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.
Must-Have Skills:
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.
Industry Experience:
Background in the utility industry or a similarly regulated environment.
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