Note: The job is a remote job and is open to candidates in USA. Kentro is a technology and business solutions company supporting customer missions through collaborative and innovative services. The Remote ServiceNow Technical Writer will develop and maintain ServiceNow documentation, collaborate with program and technical stakeholders, prepare government deliverables, and manage the program's knowledge repository.
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
Skills
- * 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
- * Experience documenting ServiceNow modules such as ITSM, ITOM, or platform administration
- * Experience with federal plain language standards and government deliverable formats
- * ITIL Foundation certification
Benefits
- Remote work within the United States
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k including an employer match
- Discount perks
- Rewards
- Education reimbursement for certifications, degrees, or professional development (every employee is eligible; reimbursement amounts may fluctuate due to IRS limitations)
- Flexibility to take a course, complete a certification, or pursue other professional growth and networking
- Company-funded virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, and annual celebrations
Company Overview