Get new jobs for this search by email

TOP Needs Must have technical writing experience, 5+ years of experience of writing procedures. Must have experience writing knowledge articles or learning materials for users of ServiceNow or a comparable ITSM platform such as Remedy ITIL v3 Foundation Certification Experience using Jira for work tracking Must be able to sit in Chandler AZ, Richmond VA, or Kennesaw GA Job Description Summary The Global Technology Service Management function is a new team charted with designing, implementing, and managing next generation Service Management policies, processes, and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees. The IT Service Management (ITSM) Process Business Analyst will participate in the implementation and user adoption of key technology processes migrating to the ServiceNow platform. The primary areas of analysis and writing work will be in IT Asset, Configuration, Incident, Problem, Change, Knowledge, and Request Management, with a focus on producing control procedures, global user procedures, and related knowledge articles. Key responsibilities: Collaborate with process designers to identify procedure and knowledge needs Create procedures to ensure consistently executed control and process operations Create knowledge articles to support process end users adoption Assess previously published materials, updating as needed Maintain documentation standards for procedures, articles, and other reference documents Support learning team in development of training materials Perform other duties as assigned Required Skills: Minimum of 5+ years of experience as a writing procedures ITIL v3 Foundation Certification Experience writing knowledge articles or learning materials for users of ServiceNow or a comparable ITSM platform such as Remedy Experience performing work as a part of an agile/scrum team using Jira for work tracking Desired skills: Self-starter with ability to handle multiple assignments simultaneously Experience in process and procedure design for IT Asset, Configuration, Incident, Problem, Change, Knowledge, or Request Management Proven ability to quickly learn and understand complex subject matter Experience in writing documentation for various audiences Superb written communication skills, with a keen eye for detail