IT Systems Management Analyst - Technical Writer

We are looking for an ITSM Documentation & Training Specialist to support IT Service Management teams by developing high‑quality documentation, training materials, and process content. The role focuses on ITSM process enablement, ServiceNow, OpEx documentation, and learning platform support , ensuring consistent knowledge transfer and adoption across the organization. ✅ Key Responsibilities Support ITSM teams in reviewing, developing, and documenting ITSM processes Create and maintain technical documentation, SOPs, and knowledge articles Administer and manage ITSM OpEx content on SharePoint Develop and deliver ITSM training content and courseware Support and manage ITSM learning platforms , including transition of content from LearnSource / LinkedIn Learning into LMS Track and analyze training usage, engagement, and effectiveness Support ITSM OpEx processes such as Incident Management and SLO‑specific workflows Coordinate ITSM training and documentation for Mergers & Acquisitions and new internal users Collaborate with cross‑functional teams to ensure content accuracy, consistency, and compliance 🧠 Mandatory Skills Strong experience in IT Service Management (ITSM) Hands‑on experience with ServiceNow or similar ITSM tools Technical writing & documentation experience ITSM process review and development SharePoint administration for ITSM / OpEx content Experience supporting ITSM training, knowledge management, or enablement Understanding of OpEx processes (Incident Management, SLOs, etc.) ➕ Nice‑to‑Have Skills Experience with ITSM training platforms (LearnSource, LMS, LinkedIn Learning) Exposure to training analytics and reporting Video production or training content design experience UI/UX principles for learning content Strong st