Technical Writer (ITSM & ServiceNOW)
Permanent Full Time
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The Technical Writer is accountable for design, creation, and ongoing maintenance to the ITSM Incident, Problem, Change, Service Desk & Knowledge process, procedures, operating standards and job aids. The Technical Writer works closely with the process managers, process owners and governance leads to ensure that timely, clear, and concise process/procedures/job aids are documented and approved for posting to a centralized location.
What you will do:
Work in collaboration with the ITSM trainer/Organizational Change Manager to ensure all relevant training material reflects current documentation/reference aids and assist with all pre/post-production system testing.
Documentation
- Responsible for creating, updating, and maintaining Internal Service Experience and IT Practitioner within the IT enterprise documentation
- Responsible for functional testing in the UAT environment to build out documentation and gather screen shots and testing
- Posts all approved documentation in centralized location. Manage and organize updates of materials
- Review training material (provided to them) and ensure reference material aligns
- Act as the point person for SE teams on questions regarding process, procedure, job aids, documentation, and location
- Ensures all documentation comply with standards and ITSM best practice.
Continuous Improvement
- Provides recommendations on how the documentation is structured.
- Works with pilot/focus groups to gain feedback on documentation, including determining methods of collecting feedback.
- Act as SME of the documentation in training sessions to answer questions if required from practitioners.
- Improve documentation based on feedback or changing conditions (i.e., updates to Industry ITIL versions).
Projects
- Act as a key project resource when new processes are introduced or being changed.
- Leads the discussions when building out new or revised processes, procedures, or job aids coming out of project activities.
What you will bring:
- 2-4 years ITSM hands on experience. Knowledge of the core operational processes (Incident, Major Incident, Change, Problem, Knowledge, & Service Desk).
- ITIL V3 or V4 Foundation Certificate is a must.
- Hands on experience with ServiceNow with demonstrated proficiency navigating the ServiceNow tool set with a deep understanding of the modules for the core operational processes (Incident, Major Incident, Change, Problem, Knowledge, & Service Desk).
- Documentation, must be able to demonstrate a high level of understanding different types of formal documents such as standards, policies, processes, procedures.
- The use of workflow tools such as MS Visio to document the process.
- UAT testing of each ServiceNow module to verify workflows and functionality.
- Strong analytical and communication skills.
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The base salary for this position is between $53,200.00 - $79,800.00 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.
Be your best at Canada Life- Apply today!
Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.
You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.
Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.
Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.
We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.
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