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Infinite Computer Solutions Ltd.
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Lead Technical Writer

Lead Technical Writer

Infinite Computer Solutions Ltd.

4 - 7 years

4 - 8 Lacs

bengaluru

Posted:7 hours ago| Platform: GlassDoor logo

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Skills Required

reporting itil service management design documentation audit security compliance support hitrust audits governance metrics capture efficiency communication visual training consistency accessibility technology cobit jira configuration visio collaborative

Work Mode

On-site

Job Type

Part Time

Job Description

Experience: 4–7 Years
Location: Bangalore Campus
Department: IT
Reporting To: IT Head

Role Overview
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. Key Responsibilities
1. 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.

2. ITIL / ITSM Governance

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.

3. Cross-Functional Collaboration

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.

4. Continual Service Improvement (CSI)

Identify process gaps and recommend improvements to enhance efficiency, compliance, and customer satisfaction.
Track implementation of process enhancements and measure impact through predefined metrics.

5. Communication & Training

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.

Required Skills & Qualifications

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.

Key Deliverables

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.

Performance Indicators

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

Qualifications

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

Range of Year Experience-Min Year

Range of Year Experience-Max Year

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Lead Technical Writer