Remote ServiceNow Technical Writer (VA ESOM)
About The Position
Kentro is hiring a Remote ServiceNow Technical Writer to support the VA ESOM contract. This position can be performed remotely within the United States and will support Eastern Time working hours. The pay range for this position is $115-$135K annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role’s specific requirements. Final salary placement within this range will be based on the candidate’s relevant skills, experience, education, certifications, location, and security clearance level, where applicable. This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.
Requirements
- Bachelor's degree in English, Communications, Technical Writing, Information Technology, or a related field.
- A minimum of 5 years of experience as a technical writer, with direct experience documenting a ServiceNow platform or comparable ITSM environment.
- Strong writing, editing, and proofreading skills, with the ability to translate complex technical content for varied audiences.
- Ability to work independently and manage multiple documentation requests against deliverable deadlines.
- US Citizen or Lawful Permanent Resident (Green Card)
- Willing and able to obtain and maintain Public Trust Clearance
- Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
- If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.
Nice To Haves
- Experience documenting ServiceNow modules such as ITSM, ITOM, or platform administration.
- Experience with federal plain language standards and government deliverable formats.
- ITIL Foundation certification.
Responsibilities
- Develop, edit, and maintain ServiceNow documentation, including SOPs, runbooks, knowledge base articles, user guides, and training materials.
- Partner with the program team, architects, and ServiceNow SMEs to document platform administration and day-to-day operational support processes.
- Support preparation and formatting of program deliverables, status reports, and CDRLs in accordance with PWS requirements.
- Document changes to ServiceNow O&M processes as the program matures, including updates from demand management and service line development.
- Maintain version control and a consistent style, tone, and format across ServiceNow documentation.
- Work independently with general direction and review or guide the documentation work of more junior team members.
- Maintain the program's knowledge management repository and documentation library within ServiceNow.
Benefits
- paid time off
- healthcare benefits
- supplemental benefits
- 401k including an employer match
- discount perks
- rewards
- education reimbursement for certifications, degrees, or professional development
- flexibility for you to take a course, complete a certification, or other professional growth and networking
- funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
- charity galas/events
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
