ServiceNow Technical Writer (VA ESOM)
Accountabilities Develop, edit, and maintain comprehensive ServiceNow documentation, including standard operating procedures, runbooks, knowledge base articles, user guides, and training materials.
Collaborate with program teams, architects, and ServiceNow subject matter experts to document platform administration, ITSM processes, and day-to-day operational support activities.
Prepare, format, and maintain program deliverables, status reports, and Contract Data Requirements List (CDRL) materials in accordance with applicable Performance Work Statement requirements.
Document changes and enhancements to ServiceNow operations and maintenance processes as the program evolves, including updates related to demand management and service-line development.
Maintain consistent documentation standards, including version control, terminology, formatting, tone, and editorial quality across program materials.
Manage and maintain the program's knowledge management repository and documentation library within ServiceNow.
Work independently with general direction while managing multiple documentation priorities and deadlines.
Review documentation produced by junior team members and provide guidance to improve quality, consistency, and adherence to established standards.
Support continuous improvement of documentation practices and knowledge-sharing processes across the program.
Requirements
Bachelor's degree in English, Communications, Technical Writing, Information Technology, or a related discipline.
At least 5 years of professional experience as a technical writer, including direct experience documenting ServiceNow or a comparable IT service management environment.
Strong technical writing, editing, proofreading, and content organization skills.
Ability to translate complex technical concepts, processes, and platform functionality into clear and accessible documentation for varied audiences.
Experience managing multiple documentation requests simultaneously while meeting strict deliverable deadlines.
Strong attention to detail, organizational skills, and the ability to work independently with limited supervision.
Experience documenting ServiceNow modules such as ITSM, ITOM, or platform administration is preferred.
Familiarity with federal plain-language standards and government documentation or deliverable formats is preferred.
ITIL Foundation certification is a plus.
Must be a U.S. Citizen or Lawful Permanent Resident (Green Card holder) .
Must be willing and able to obtain and maintain a Public Trust Clearance .
Must meet applicable federal identification requirements and be willing to update identification documents as necessary to complete the suitability process.
Benefits
Annual salary range of $115,000–$135,000 , depending on relevant skills, experience, education, certifications, location, and applicable clearance requirements.
Fully remote work within the United States.
Work aligned with Eastern Time business hours.
Competitive healthcare benefits and supplemental insurance options.
Paid time off and other employee leave benefits.
401(k) retirement plan with employer match .
Employee discounts and rewards programs.
Education reimbursement for certifications, degrees, and professional development, subject to applicable limits.
Support for professional certifications, continuing education, and career development.
Opportunities to participate in virtual and in-person wellness, fitness, social, and community activities.
Collaborative environment focused on professional growth, innovation, teamwork, and continuous learning.
Opportunity to support meaningful federal technology initiatives while developing expertise across ServiceNow and IT service management.
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