Infinite Computer Solutions · 2 months ago
Lead Technical Writer
Campus, IL
Full-time
Onsite
Senior Level, Lead/Staff
4+ years expInfinite Computer Solutions is seeking an ITIL Certified Process Writer to enhance their IT processes. The role involves developing and documenting IT procedures in line with ITIL best practices while collaborating with various teams to ensure compliance and continual improvement.
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Responsibilities
Developing, documenting, standardizing, and continuously improving IT processes and procedures in alignment with ITIL best practices
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
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related discipline
ITIL v3/v4 Foundation (mandatory)
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.)
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)
Excellent written and verbal communication
Strong analytical and documentation skills
Eye for detail and commitment to quality
Collaborative mindset with strong stakeholder management abilities
Preferred
ITIL Intermediate or Practitioner
ISO 20000 / COBIT / PMP / ISO 27001 knowledge is an added advantage
Company
Infinite Computer Solutions
Next-Gen Business Technology Platformization™, AI and Product Engineering Services.
10001+ employees
H1B Sponsorship
Infinite Computer Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (563)
2024 (333)
2023 (378)
2022 (316)
2021 (389)
2020 (496)
Funding
Current Stage
Public CompanyTotal Funding
unknown2010-02-03IPO
Leadership Team
Khaja Lohar
Assistant Vice President
Recent News
2025-11-19
2025-10-09
2025-05-07
Company data provided by crunchbase