Remote ServiceNow Technical Writer; VA ESOM

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is hiring for a Remote Service Now Technical Writer to support the VA ESOM contract . This role produces and maintains clear, accurate documentation covering Service Now O&M platform administration and operational support, working closely with the program team, architects, and platform SMEs to turn day-to-day Service Now support work into documentation for internal teams and the client.

Location:
Remote - This position can be performed remotely within the United States and will support Eastern Time working hours.

Compensation Range: 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.

• Develop, edit, and maintain Service Now documentation, including SOPs, runbooks, knowledge base articles, user guides, and training materials.
• Partner with the program team, architects, and Service Now 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 Service Now 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 Service Now 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 Service Now.

• 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 Service Now 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.

• Experience documenting Service Now modules such as ITSM, ITOM, or platform administration.
• Experience with federal plain language standards and government deliverable formats.
• ITIL Foundation certification.

• or Lawful Permanent Resident ()

• Willing and able to obtain and maintain Public Trust Clearance

• Must meet updated :

• If you do not currently meet the  outlined, you must be willing and able to update your current forms of  a timely manner to complete the suitability process successfully.

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions.

We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

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