Job ID: 2508950
Location: REMOTE WORK, VA, US
Date Posted: 2025-08-20
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: Yes
Description
We are seeking a dynamic and versatile individual to join our team as a ServiceNow Business Analyst / Technical Writer. This role is essential in capturing requirements, creating technical documentation, and developing training materials to ensure the successful delivery of comprehensive IT solutions, particularly within the ServiceNow platform. The ideal candidate will have a keen eye for detail, excellent communication skills, and the ability to translate complex ServiceNow-related technical information, including IT Operations Management (ITOM) and IT Asset Management (ITAM), into clear, concise, and user-friendly documentation. This position can be worked 100 % remote for the right candidate.

Responsibilities:

• Collaborate with stakeholders and project teams to gather and document business requirements, use cases, and technical specifications, with a focus on ServiceNow implementations.
• Develop, write, and edit a variety of technical documents including system design documents, user manuals, functional specifications, and process documentation specific to ServiceNow, initially ITOM and ITAM modules.
• Create comprehensive training materials and guides related to ServiceNow modules, ensuring they are easy to understand and tailored to the audience’s technical proficiency level.
• Conduct needs analysis to determine training requirements for ServiceNow users and develop corresponding training plans.
• Work with subject matter experts to ensure the accuracy and completeness of technical content pertaining to ServiceNow applications.
• Coordinate and lead training sessions, workshops, and demonstrations to ensure users are well-versed with ServiceNow systems and processes.
• Maintain and update existing ServiceNow documentation as systems and processes evolve.
• Ensure all documentation meets organizational standards for quality, clarity, and consistency.
• Utilize various tools and software for documentation, such as Microsoft Office, Confluence, and other related platforms.
• Provide support in user acceptance testing (UAT) by creating test cases, logging defects, and assisting with testing activities, with a focus on ServiceNow functionalities.
• Assist in the preparation of project reports and presentations for various stakeholders.

Qualifications

• Bachelor’s degree in Information Technology, Communication, Business Administration, and 14 years of experience. Masters Degree and 12 years of experience.
• Minimum of 5 years of experience in business analysis, technical writing, and/or training documentation.
• Proven experience in gathering and documenting requirements, and creating technical documents and training materials, especially for ServiceNow implementations.
• Strong understanding of ServiceNow platform, specifically ITOM (IT Operations Management) and ITAM (IT Asset Management) modules.
• Exceptional writing, editing, and communication skills.
• Ability to translate complex ServiceNow-related technical information into clear and concise documentation tailored to various audiences.
• Proficiency with documentation tools such as Microsoft Office Suite, Confluence, SharePoint, and Adobe Acrobat.
• Strong analytical and problem-solving skills.
• High attention to detail and ability to work independently to manage multiple projects simultaneously.
• Experience conducting training sessions and developing training plans, specifically for ServiceNow users.
• Security Clearance: Ability to obtain Secret
• Ability to get a ServiceNow Certified System Admin - CSA within 6 months
• Desired: ServiceNow Certified Implementation Specialist - IT Operations Management CIS-ITOM, CIS-Software Asset Management, CIS-Hardware Asset Management
• Desired: ServiceNow Business Process Analyst (BPA) Career Journey

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors

• Collaborate with stakeholders and project teams to gather and document business requirements, use cases, and technical specifications, with a focus on ServiceNow implementations.
• Develop, write, and edit a variety of technical documents including system design documents, user manuals, functional specifications, and process documentation specific to ServiceNow, initially ITOM and ITAM modules.
• Create comprehensive training materials and guides related to ServiceNow modules, ensuring they are easy to understand and tailored to the audience’s technical proficiency level.
• Conduct needs analysis to determine training requirements for ServiceNow users and develop corresponding training plans.
• Work with subject matter experts to ensure the accuracy and completeness of technical content pertaining to ServiceNow applications.
• Coordinate and lead training sessions, workshops, and demonstrations to ensure users are well-versed with ServiceNow systems and processes.
• Maintain and update existing ServiceNow documentation as systems and processes evolve.
• Ensure all documentation meets organizational standards for quality, clarity, and consistency.
• Utilize various tools and software for documentation, such as Microsoft Office, Confluence, and other related platforms.
• Provide support in user acceptance testing (UAT) by creating test cases, logging defects, and assisting with testing activities, with a focus on ServiceNow functionalities.
• Assist in the preparation of project reports and presentations for various stakeholders