Senior Service Management Consultant - Tech Writer

Capgemini • Atlanta, GA

6d • $70,176 - $170,040 • Remote

About The Position

The Business Analyst / Technical Writer supports the planning, documentation, and coordination of enterprise cloud initiatives across Microsoft GCC-High and Azure Government environments. This role bridges technical and business teams by gathering requirements, documenting workflows, and producing high-quality artifacts that support compliance, governance, and system integration under CMMC Level 2 and NIST SP 800-171 frameworks. Working closely with the Lead Technical Enterprise Architect, Scrum Master, and engineering teams, this position ensures that project deliverables are clear, traceable, and compliant. The analyst also plays a critical role in supporting CMMC Level 2 documentation, including maintaining and updating the System Security Plan (SSP), Plan of Action & Milestones (POA&M), and other compliance artifacts. The role requires strong analytical skills, hands-on experience with ServiceNow, and proven proficiency with Agile or SAFe Agile methodologies. It combines technical writing excellence with governance and compliance awareness to ensure consistent, auditable documentation across all secure environments.

Requirements

• Bachelor’s degree in Information Systems, Business Administration, or related field.
• 5+ years as a Business Analyst or Technical Writer supporting IT or cloud programs.
• Hands-on experience with ServiceNow.
• Proven experience supporting Agile or SAFe Agile environments.
• Experience contributing to or maintaining technical SOPs and runbooks.
• Proficiency with Microsoft 365 (Word, Excel, SharePoint, Teams) and collaboration tools such as Confluence or similar.
• Strong understanding of ITIL and ServiceNow ITSM modules.
• Ability to produce system diagrams, data flow charts, and structured technical documentation.
• Exceptional written and verbal communication skills; strong analytical and organizational abilities with attention to detail; capable of bridging communication between technical engineers and business stakeholders.
• U.S. Citizenship required (for access to GCC-High and Azure Government environments).

Nice To Haves

• Certified SAFe Agilist or equivalent Agile certification (e.g., PMI-ACP, Scrum Master, or Product Owner).
• Experience supporting Federal or Defense Industrial Base (DIB) programs under CMMC Level 2 or higher.
• Experience maintaining compliance evidence repositories and document management systems.
• Familiarity with Azure DevOps, Jira, or similar Agile tracking tools.
• ITIL v4 Foundation certification.
• Background in process improvement or audit readiness support.
• Ability to create user-friendly templates and visual documentation for executive or client briefings.

Responsibilities

• Collaborate with clients and internal teams to capture and document functional and technical requirements.
• Translate mission and compliance needs into user stories, acceptance criteria, and backlog items.
• Maintain end-to-end traceability between business requirements, technical tasks, and compliance controls.
• Conduct stakeholder interviews and process assessments to identify improvement opportunities.
• Support backlog refinement, sprint planning, and reporting activities with the Scrum Master and Architect.
• Develop, review, and maintain all technical and operational documentation, including architecture summaries, configuration guides, SOPs, test plans, and deployment instructions.
• Produce customer-facing deliverables such as Requirements Traceability Matrices (RTMs), Standard Operating Procedures (SOPs), and System Overview Documents.
• Manage and update compliance documentation, including the CMMC Level 2 System Security Plan (SSP), associated control narratives, and evidence tracking logs.
• Support preparation and maintenance of POA&M items and continuous improvement actions.
• Ensure all written materials are clear, consistent, and compliant with internal standards and external audit requirements.
• Maintain centralized documentation repositories, version control, and document lifecycle management processes.
• Act as the functional liaison for ServiceNow modules supporting ITSM, Change, CMDB, and Knowledge Management.
• Gather and document requirements for ServiceNow workflows, approvals, and data integrations.
• Support automation of change control and incident management processes through ServiceNow functionality.
• Facilitate backlog management, sprint documentation, and release communication.
• Participate in Agile ceremonies including daily stand-ups, sprint reviews, and retrospectives.
• Maintain sprint artifacts, story documentation, and metrics dashboards.
• Ensure all Agile deliverables are properly documented, versioned, and auditable for compliance purposes.
• Support CMMC Level 2 and NIST SP 800-171 compliance by managing controlled documentation, policies, and procedures.
• Coordinate updates to the System Security Plan (SSP) and related security documentation in collaboration with the Architect and ISSM.
• Establish and enforce document control standards, naming conventions, and approval workflows.
• Ensure all compliance artifacts are properly cataloged, versioned, and readily available for audits or client reviews.
• Provide ongoing maintenance of compliance evidence repositories and document retention schedules.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior