Quality Process and Documentation Specialist

Abbott • Chicago, IL

1d • Onsite

About The Position

The Quality Process and Documentation Specialist plays a key role in ensuring the stability, compliance, and continuous improvement of Change and Release Management processes for the ServiceNow Global Platform. This role partners closely with platform leadership and stakeholders to embed quality standards, maintain audit‑ready documentation, and support reliable platform delivery within a regulated enterprise environment.

Requirements

• Comprehensive knowledge of IT Service Management (ITSM) with hands‑on expertise in Change Management and Release Management
• Strong working knowledge of ITIL frameworks and Agile methodologies
• Proven experience developing and maintaining complex technical documentation in regulated enterprise environments
• Ability to independently execute highly complex or specialized projects with minimal supervision
• Excellent written communication, technical writing, and documentation management skills
• Strong analytical mindset with a focus on quality, governance, and compliance

Nice To Haves

• Experience supporting or governing the ServiceNow platform in a global enterprise environment
• Background in systems engineering, systems analysis, process design, or process re‑engineering
• Experience working in regulated industries with audit and compliance requirements
• Demonstrated ability to influence, collaborate, and partner effectively across technical teams and leadership levels
• Experience coaching or mentoring team members on ITSM, quality, or documentation practices

Responsibilities

• Drive and sustain Change Management and Release Management processes aligned with ITIL, Agile delivery models, and regulatory requirements
• Ensure consistent, compliant execution of governance and platform processes, with a strong focus on audit readiness
• Identify process gaps, risks, and inefficiencies and lead continuous improvement initiatives
• Develop, maintain, and govern high‑quality technical and user documentation, including process guides, release documentation, and operational manuals
• Own and manage complex technical document repositories and documentation lifecycle activities
• Serve as a subject matter expert in ITSM, supporting multiple user groups and resolving complex business and technical challenges
• Partner with platform leadership, support teams, and cross‑functional stakeholders to enable effective releases and quality initiatives
• Coach and mentor less senior team members on process quality, documentation standards, and ITSM best practices

Benefits

• Free medical coverage for employees via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement
• the Freedom 2 Save student debt program
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed