ServiceNow Technical Writer

Client location: Burbank, CA

Work location: Burbank, CA (Hybrid, 3-4 days onsite/week)

Duration of Assignment: 6+ months

W2 Only Position

We are looking for a Technical Writer to assist with creating end-user documentation to support our Service Optimization program. This initiative is aimed at improving digital collaboration by consolidating various tools into a core set of integrated and secure platforms, making it easier for employees to work together and enhancing overall security.

Who you are:

• You have outstanding writing skills, but just as importantly, you love working with people. You can partner with a technologist and understand their technical jargon, but also put yourself in an end user s shoes and write for their understanding.
• You have a gift for injecting friendliness and even excitement into topics other writers would consider dry or boring, and you re passionate about helping others learn new things.
• You re good at building relationships with others and want to help them any way you can: whether that s writing an article, conducting an interview to understand a user better, or building a communications campaign to reach people where they are.

What you will be doing:

• The Technical Writer focuses on knowledge creation for our internal IT knowledgebase.
• Technical Writing creating, editing and publishing FAQs, how-to articles, feature comparisons, descriptions for request forms and other related content.
• Knowledge Strategy maintain a bird s eye view of all content in the knowledgebase, ensuring consistency in structure and tone, accuracy of content, and recommendations for new and updated ways to present information and track value.
• HTML and Image Support Create images as needed for content; partner with graphic designers to implement CSS styles; and lightweight content editing in HTML when the WYSIWYG editor is insufficient for some formatting changes.
• Reporting Track article views, search terms, and other data to make decisions on new or updated content.

Qualifications:

• 5+ years of experience writing technical documentation, or non-technical writing experience AND a background or interest in technology. Experience writing content for end users. Crafting and publishing FAQs, how-to articles, feature comparisons, descriptions for request forms and other related content.
• Experience managing and updating knowledge in ServiceNow. The candidate will be using the service now platform to write end users content to include quick reference guides, FAQ's. This candidate will not be writing "technical specs" the audience for this material is end user friendly to help users navigate the different platforms.
• Knowledge Strategy Maintain a bird s eye view of all content in the knowledgebase, ensuring consistently in structure and tone, accuracy of content, and recommendations for new and updated ways to present information and track value.
• Experience using Microsoft Teams, Microsoft Power Platform, and Viva Engage is an asset.
• Basic-to-intermediate experience with HTML 5 and CSS 3 for web layout and design. HTML and Image Support Build images as needed for content; partner with graphic designers to implement CSS styles; and lightweight content editing in HTML when the WYSIWYG editor is insufficient for some formatting changes.
• Reporting Track article views, search terms, and other data to make decisions on new or updated content.

Preferred Qualifications:

• Teams, Power Platform and Viva Engage experience is preferred

Required Education:

• Bachelor Degree or work exp.

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