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.