What are the responsibilities and job description for the Senior Technical Writer position at Saxon Global?
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 RemedyITIL v3 Foundation CertificationExperience using Jira for work trackingMust 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
