ServiceNow Business Analyst/ Tech Writer

70 percent BA

30 percent tech writer

Someone who knows service now / modules

can translate tech terms , documentation

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 ServiceNow 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 ServiceNow support with a focus on producing and updating processes, procedures, and related knowledge articles.

Key responsibilities:

Collaborate with ServiceNow Developers and Administrators to identify procedure and knowledge needs

Create procedures to ensure consistently executed ServiceNow operations

Create knowledge articles to support processes and procedures in agile scrum

Assess previously published materials, updating as needed

Maintain documentation standards for procedures, articles, and other reference documents

Perform other duties as assigned

Work closely with business partners to evaluate business requirements, plan deliverables, and participate in development, delivery, and deployment activities

¿Participate in the agile software development methodology, including design, testing, implementation, and deployment

Minimum of 3 years of experience writing procedures

ITIL v3 Foundation Certification

Experience writing knowledge articles or learning materials for users of ServiceNow

Experience performing work as a part of an agile/scrum team using Jira for work tracking

Translate business and process requirements into actionable development stories, including Acceptance Criteria, Business Value, Definition of Done, etc.

Good communication, presentation, and analytical skills with the ability to articulate to key partners

Ability to collaborate with the Product Owner and Developers to evaluate the features, write effective user stories, and document business rules.

Strong understanding of Agile and Waterfall methodologies and working experience in agile tools like Jira is preferable.

Self-starter with ability to handle multiple assignments simultaneously

Experience in process and procedure design for ServiceNow

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