Job Description

NOTE: Must be a US Citizen to be considered for this position

We are seeking a Documentation Specialist, an essential member of a team supporting Hybrid Agile development projects within a Software Development and Support program that utilizes ServiceNow’s Enterprise Service Management (ESM) platform for a federal agency. This role is pivotal in the agency's mission to modernize IT Service Management (ITSM) through best practices, process optimization, and continual service improvement. By embracing a DevSecOps methodology and leveraging ServiceNow modules such as ITSM, SPM, ITOM, Customer Service Management, and other workflows, the Documentation Specialist is responsible for developing and maintaining accurate, comprehensive, and user-friendly documentation. This documentation supports the seamless use and management of the ServiceNow platform, facilitating the organization's modernization and optimization efforts.

Key Responsibilities

Develop, maintain, and update comprehensive documentation for the ServiceNow platform, including but not limited to system configurations, standard operating procedures (SOPs), and user guides tailored to different roles within the organization.

Work closely with technical teams, including developers, system administrators, and project managers, to gain an in-depth understanding of ServiceNow functionalities and related technologies.

Translate complex system processes and technical details into clear, concise, and user-friendly documentation that can be easily understood by non-technical users.

Regularly review and update existing documentation to ensure it reflects the latest system changes, upgrades, or enhancements, maintaining accuracy and relevance.

Collaborate with training and development teams to support the creation of educational materials and programs, enhancing user adoption and proficiency with the ServiceNow platform.

Utilize a variety of word processing, spreadsheet, and graphics tools to create visually appealing and informative documentation.

Gather data from multiple sources and convert it into written narrative form, ensuring comprehensive coverage of necessary information.

Qualifications

· Must be a US Citizen with the ability to pass a background check and receive a Public Trust clearance.

· An Associate degree or higher in English, Communications, Information Technology, or a related field.

· 5 years relevant experience is required.

· 8 years additional relevant experience may be substituted for education.

· Excellent written and verbal communication abilities.

Desired Skills

· ITIL v3 and/or ITIL v4 Certification(s) is highly desirable.

· ServiceNow Certification(s) in any modality is highly desirable.

· Proven experience in technical writing, specifically in documenting software applications, system configurations, and user procedures in a way that is accessible to both technical and non-technical audiences.

· Ability to understand and articulate complex IT systems and processes in simple, clear language suitable for a wide range of users.

· Proficiency with a variety of documentation tools and software, including word processing, spreadsheets, and graphics programs.

· Strong organizational skills and attention to detail, with the ability to manage multiple documentation projects simultaneously and meet deadlines.

· Excellent communication and collaboration skills, with a proven track record of collaborating effectively with technical teams and stakeholders at all levels.

· Familiarity with ServiceNow platform functionalities and modules such as ITSM, SPM, ITOM, and Customer Service Management is highly desirable.

The Documentation Specialist's role is crucial in ensuring that all users of the ServiceNow platform, from technical staff to end-users, have access to clear, accurate, and helpful documentation. This documentation not only supports the day-to-day operations but also underpins the agency's broader objectives of modernizing IT Service Management through best practices and continual service improvement.

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