Sr. Technical Writers for the ServiceNow team are responsible for maintaining the ServiceNow Knowledge Management database by creating various types of documentation including end-user communications, technical specifications and scoping documents, knowledge base articles (KBAs), how-to guides, training materials, reports, and other content. They work collaboratively with ServiceNow developers in a team environment to provide quality customer service. They function as a point of contact for knowledge management ServiceNow end users and are accountable for all content requests. The MemorialCare ServiceNow Sr. Technical Writer composes clear and coherent information, writes instruction manuals and reference guides for users. To meet these demands, they possess overall understanding of ServiceNow products and applications.
Members of the ServiceNow family are responsible for the analysis, design, development, implementation, and maintenance of all components within the ServiceNow platform. ServiceNow team members work closely with Leadership, other team members, Process Owners, IS, and Operational teams to ensure that administration, implementation and communication are conducted per policy, procedures, and best practices.
Essential Functions and Responsibilities of the Job
Produce and maintain ‘how to’ documentation
Research, write, and ensure the accuracy of ServiceNow content
Research and build knowledge about products
Meet with colleagues and develop thorough understanding of one’s audience
Create and maintain the ServiceNow knowledge base
Determine logical means of presenting information
Be at work and be on time
Follow company policies, procedures and directives