Documentation Specialist

CACI International • National Harbor, MD

1d • $70,800 - $148,600 • Onsite

About The Position

CACI is currently seeking a Documentation Specialist for the United States Secret Service (USSS) contract, supporting the Department of Homeland Security. This role offers a unique opportunity to enhance national security by supporting critical transformation initiatives within the USSS. You will collaborate with experienced professionals in an innovative environment to modernize technology delivery and strengthen enterprise capabilities. This position focuses on advancing certain abilities to meet evolving mission demands through strategic program management, organizational change management, and technology enablement. Join us to make a meaningful impact on a transformational program of national importance.

Requirements

• Associate's degree + 6 years of experience in technical documentation, knowledge management, technical writing, or related fields; equivalencies considered (10 years of experience with no degree, BA/BS + 4 years' experience, MA + 1 years' experience)
• Ability to obtain a Public Trust clearance
• Proven experience developing technical documentation for IT support staff, field technicians, or similar audiences
• Strong technical writing skills with ability to create clear, concise, and accurate documentation
• Experience developing SOPs, work instructions, troubleshooting guides, and knowledge articles in ServiceNow

Nice To Haves

• Experience supporting federal government IT documentation initiatives, particularly within DHS, law enforcement, or national security agencies
• Technical background in IT support, help desk, or field services
• Experience with field technology support operations or geographically dispersed IT service delivery
• Experience with ServiceNow Knowledge Base or other ITSM platform knowledge management modules
• Familiarity with content management systems (SharePoint, Confluence, document management platforms)
• Proficiency with visual documentation tools (Visio, Lucidchart, Snagit, Camtasia)
• Video production and multimedia content creation skills
• Strong visual design skills for creating diagrams, flowcharts, and infographics
• Understanding of Section 508 accessibility standards
• Experience developing mobile-friendly and offline-accessible documentation
• Experience with style guide development and documentation standards enforcement
• Knowledge of troubleshooting methodologies, diagnostic frameworks, and ITSM processes
• Background in instructional design or training material development
• Experience conducting usability testing of documentation
• Familiarity with knowledge management metrics and documentation analytics

Responsibilities

• Develop and maintain standardized work instructions, SOPs, troubleshooting guides, knowledge articles, and field support documentation aligned with modernized technology support processes
• Establish and maintain accessible documentation repositories that enable field technicians to quickly identify, diagnose, and resolve technology issues using consistent support procedures
• Create comprehensive Knowledge Articles providing step-by-step guidance for resolving common and complex technology issues; develop Troubleshooting Guides outlining systematic diagnostic approaches in ServiceNow
• Create field-specific documentation tailored to geographically dispersed technicians including quick-reference materials, job aids, cheat sheets, and visual guides practical for field use
• Ensure documentation promotes standardization and consistent support practices across all USSS locations; align with standardized ITSM processes, ticket categorization, and optimized workflows
• Work directly with field technicians and regional stakeholders to understand operational challenges and documentation needs; gather feedback to ensure documentation remains relevant and practical
• Evaluate the existing knowledge base to identify gaps, outdated content, and opportunities for improvement; implement knowledge management best practices
• Develop documentation using Knowledge-Centered Service (KCS) methodologies; ensure articles are searchable, properly tagged, and linked to relevant ITSM ticket categories
• Collaborate with training specialists to ensure documentation aligns with Field Tech Training Curriculum and supports learning objectives; develop Quick-Reference Materials reinforcing training content
• Ensure all documentation adheres to USSS and CACI branding standards, style guides, and accessibility standards (Section 508 compliance); maintain high standards for accuracy, clarity, and consistency
• Monitor documentation usage and feedback; contribute to Monthly Field Operations Improvement Summary with documentation-related metrics and usage statistics
• Document remote diagnostic tooling and troubleshooting technologies; create usage guides for diagnostic scripts, automated health checks, and monitoring capabilities

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits
• flexible time off benefit
• robust learning resources

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree