Technical Writer

Key Responsibilities:
Develop and maintain documentation for ITSM processes including Incident, Problem, Change, Request, Asset, and Configuration Management.

Create standard operating procedures (SOPs), user manuals, FAQs, knowledge base articles, and training materials.

Collaborate with process owners, SMEs, and technical teams to gather information and ensure documentation accuracy.

Ensure content aligns with ITIL best practices and is accessible to both technical and non-technical audiences.

Regularly review and update documents to reflect changes in policies, procedures, or technologies.

Maintain document control and version management.

Assist with internal audits and compliance documentation.

Support the configuration and content of knowledge management systems such as ServiceNow, BMC Helix, or Freshservice.

Required Skills and Qualifications:
Proven experience as a Technical Writer in an ITSM or IT Operations environment.

Strong understanding of ITIL/ITSM concepts and frameworks.

Experience with documentation tools such as Confluence, SharePoint, MS Word, or MadCap Flare.

Familiarity with ITSM platforms like ServiceNow, BMC Remedy, or Jira Service Management.

Excellent written and verbal communication skills.

Strong attention to detail and the ability to simplify complex technical content.

Ability to work independently and collaboratively in a fast-paced environment.