Senior Service Management Consultant - Tech Writer

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Location

This is a remote role based in the US.

About The Job You're Considering

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 Service Now, 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.

Your Role

Business Analysis & Requirements Management

* 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.

Documentation & Technical Writing

* 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.

Service Now Functional Support

* Act as the functional liaison for Service Now modules supporting ITSM, Change, CMDB, and Knowledge Management.

* Gather and document requirements for Service Now workflows, approvals, and data integrations.

* Support automation of change control and incident management processes through Service Now functionality.

Agile / SAFe Project Support

* 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.

Compliance & Document Management

* 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…