ITSM Process Business Analyst/Technical Writer 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
EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-###-#### . Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.