Technical Writer

Technical Writer Oakland, CA (This position is hybrid with about 10% travel expected to other client facilities in the service area) 3 Months Role: Client is seeking an experienced ServiceNow Technical Writer / Process Documentation Analyst to support the transition from BMC Remedy to ServiceNow. Prior hands-on experience developing ServiceNow process documentation is required. Candidates without direct ServiceNow process documentation experience will not be considered. This role will develop, update, and maintain IT Service Management (ITSM) process documents, standards, procedures, work instructions, process diagrams, and related operational materials. The resource will work with Process/Product Owners, ServiceNow Platform teams, SMEs, and stakeholders to translate approved requirements, user stories, process designs, and ServiceNow configurations into clear, accurate, and audit-ready documentation. The successful candidate must be able to work independently, analyze complex processes, and create new, or convert existing Remedy documentation into, future-state documentation that reflects PG&E's ServiceNow processes, governance requirements, compliance controls, and operating procedures. Responsibilities ServiceNow Process Documentation and Analysis Develop and maintain ServiceNow process documents, standards, procedures, work instructions, SOPs, process maps, swimlane diagrams, RACI matrices, user guides, and operational playbooks Participate in assessing existing Remedy documentation and assist with updates Create new documentation for ServiceNow modules and capabilities not previously documented Translate approved business requirements, user stories, acceptance criteria, process designs, and ServiceNow configurations into process and operational documentation Analyze ServiceNow workflows, forms, approvals, roles, data requirements, integrations, reporting, and operating models to identify documentation impacts Maintain traceability between approved requirements, user stories, ServiceNow configurations, and documentation deliverables Review design and technical specifications for alignment with approved business processes Support documentation activities during design, testing, implementation, and operational readiness Ensure documentation accurately reflects approved ServiceNow configurations and business requirements Stakeholder Engagement Facilitate working sessions with Process/Product Owners, SMEs, and stakeholders Gather and validate the business, process, technical, and operational information required to complete documentation Identify and resolve documentation gaps, inconsistencies, and conflicting requirements Conduct document walkthroughs and formal review sessions Incorporate stakeholder feedback and obtain required approvals Standards, Governance, and Compliance Develop and/or maintain documentation templates, naming conventions, version control practices, approval requirements, and publication processes Ensure documentation aligns with PG&E standards, ITIL practices, governance requirements, cybersecurity requirements, audit controls, SOX requirements, and regulatory obligations, where applicable Create and maintain governance documentation, decision records, role definitions, RACI matrices, controls, and operating procedures Maintain documentation repositories and support the complete document lifecycle, including review, approval, publication, revision, and retirement Produce consistent, publishable, and audit-ready documentation The resource may develop documentation for Incident, Major Incident, Change, Problem, Release, Knowledge, Service Catalog/Request Fulfillment, CMDB, Service Operations Workspace, Employee Center, Agent Chat/Virtual Agent, Field Service Management. Minimum Qualifications Bachelor's degree in Technical Writing, Communications, Business, Information Technology, Information Systems, Engineering, or related field; equivalent experience considered 5+ years of technical writing, process documentation, business analysis, or ITSM documentation experience 3+ years of direct ServiceNow process documentation experience (required) Experience creating ServiceNow process documents, standards, procedures, work instructions, user guides, and process diagrams Experience documenting ServiceNow ITSM processes, workflows, roles, approvals, integrations, and platform capabilities Experience supporting ServiceNow implementations, migrations, or transformation initiatives Strong knowledge of ServiceNow, ITSM, and ITIL practices Excellent technical writing, process analysis, stakeholder engagement, and communication skills Ability to translate business requirements, user stories, and ServiceNow configurations into operational documentation Proficiency with Microsoft Word, Visio, SharePoint, PowerPoint, and Microsoft 365 Preferred Qualifications Experience converting BMC Remedy documentation to ServiceNow Experience developing ITSM governance and operating-model documentation Experience in the utility industry or another regulated environment Experience supporting audit, SOX, cybersecurity, or regulatory compliance requirements ITIL Foundation certification or higher ServiceNow Certified System Administrator ServiceNow Implementation Specialist certification CCBA, CBAP, or technical writing certification Expected Deliverables Inventory and assessment of existing Remedy and ITSM documentation Gap analysis identifying documents to update, replace, consolidate, retire, or create Approved ServiceNow process documents, standards, procedures, work instructions, process diagrams, and governance artifacts Traceability between approved requirements, user stories, configurations, and documentation updates Publishable, version-controlled, and audit-ready documentation supporting ServiceNow implementation and operational readiness