This case study describes Arrayo’s engagement to provide a dedicated Technical Writer to take ownership of documentation for the client’s ServiceNow platform.

Challenge

The client operates a ServiceNow environment supporting business and IT processes across multiple areas, teams, and roles. As the platform is continuously evolving, maintaining high-quality documentation has become increasingly important for effective platform operations, governance, and compliance. Historically, documentation responsibilities were managed by the Technical Program Manager alongside their core responsibilities, limiting their capacity to maintain and evolve the documentation.

The engagement between the client and Arrayo required a specialized Technical Writer to take ownership of documentation, including various types of documents, such as Standard Operating Procedure (SOPs), Work Instructions (WIs), Release Notes, and others. Since the platform supports a regulated environment, documentation also needed to meet expectations around compliance (GxP), traceability, and change control while remaining resourceful to both technical and business audiences.

Delivery

Arrayo provided an experienced Technical Writer with specialized expertise in technical documentation to take ownership of the ServiceNow documentation, ensuring high-quality, consistent, and well-structured deliverables that evolve alongside the platform and support its operational and governance needs.

The main benefits and deliverables of this dedicated ownership include:

• Clear ownership and accountability for documentation creation and maintenance.
• Improved quality and consistency across documentation.
• Internal knowledge is captured through collaboration with SMEs.
• More accessible and user-focused content for different audiences.
• Standardized documentation processes and practices across the team.
• Continuous alignment with platform changes, helping keep documentation up to date.
• Reduced workload for technical and program resources, allowing them to focus on their core responsibilities.

Value

By providing dedicated Technical Writer expertise, Arrayo strengthened the client’s approach to ServiceNow documentation, improving ownership, quality, consistency, and knowledge capture while reducing the documentation burden on technical and program resources. Additionally, shifting documentation responsibilities from the Technical Program Manager saved them valuable hours for higher-value activities. This establishes a structured documentation process that supports the platform’s continued evolution, operations, and governance.