Lead Technical Writer

Job Title

ITIL Certified Process Writer / Process Documentation Specialist

Bangalore Campus

IT

IT Head

4–7 Years

The ITIL Certified Process Writer will be responsible for developing, documenting, standardizing, and continuously improving IT processes and procedures in alignment with ITIL best practices. The role demands deep understanding of IT Service Management (ITSM) frameworks, exceptional process design and documentation skills, and the ability to collaborate with cross‑functional teams to ensure consistent, audit‑ready operations across all IT functions.

• Process Documentation & Standardization
• Design, develop, and maintain Standard Operating Procedures (SOPs), workflows, policies, and RACI matrices across key IT Service Management (ITSM) processes, including Incident, Problem, Change, Request, Asset, and Knowledge Management.
• Translate complex technical and operational concepts into clear, concise, and user‑friendly documentation for diverse stakeholders.
• Ensure version control and maintain up‑to‑date process documentation within the centralized knowledge repository.
• Collaborate and coordinate with internal and external auditors, IT, Global Information Security, and Compliance teams to support ISO, SOC 2, HITRUST, and CMMI audits and certifications.
• Align all IT processes with ITIL v4 framework and organizational governance standards.
• Assist in defining KPIs, SLAs, and performance metrics for IT service delivery and support.
• Conduct periodic reviews to ensure process compliance, maturity, and continual improvement.
• Work closely with IT Operations, Security, Infrastructure, and Delivery teams to capture and validate process requirements.
• Facilitate process workshops and knowledge‑sharing sessions.
• Support internal and external audit activities by maintaining accurate, auditable documentation.
• Identify process gaps and recommend improvements to enhance efficiency, compliance, and customer satisfaction.
• Track implementation of process enhancements and measure impact through predefined metrics.
• Develop process maps, visual workflows, and quick reference guides for end‑users.
• Conduct awareness and training sessions on new or revised processes.
• Ensure documentation consistency, clarity, and accessibility across all teams.

Education: Bachelor’s degree in Information Technology, Computer Science, or related discipline.

• Certifications:
  • ITIL v3/v4 Foundation (mandatory).
  • ITIL Intermediate or Practitioner (preferred).
  • ISO 20000 / COBIT / PMP / ISO 27001 knowledge is an added advantage.
• Experience:
  • 8–10 years of experience in IT Service Management, Governance, or Process Documentation roles.
  • Hands‑on experience in defining, implementing, and maintaining ITIL processes.
  • Experience working with ITSM tools (Jira Service Management, Zoho Service desk, Service Now etc.).
• Technical
  
  Competencies:
  
  
  • Strong understanding of ITIL process areas – Incident, Problem, Change, Release, Request Fulfilment, Asset & Configuration Management, Knowledge Management, and Service Continuity.
  • Proficiency in MS Visio / Lucid chart / Draw.io for process mapping.
  • Familiarity with audit requirements (ISO 27001, SOC 2, HITRUST, PCI).
• Soft Skills:
  • Excellent written and verbal communication.
  • Strong analytical and documentation skills.
  • Eye for detail and commitment to quality.
  • Collaborative mindset with strong stakeholder management abilities.
  • Well‑structured and standardized IT process documents and SOPs.
  • Consistent ITIL‑aligned workflows across all service areas.
  • Measurable improvement in process compliance and efficiency.
  • Successful internal/external audit support through up‑to‑date documentation.
  • Timeliness and accuracy of process documentation.
  • Audit and compliance readiness (zero documentation gaps).
  • User adoption of updated processes and workflows.
  • CSI (Continual Service Improvement) initiatives implemented per quarter.
  • Mid‑Level / around 4‑7 years experience: approx 10 to 12 Lacs.