Remote ServiceNow Technical Writer (VA ESOM)

About the role

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

Pay

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.

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.

Qualifications

• 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.

Skills

• 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.

Preferred Qualifications

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

Clearance Requirement

US Citizen or Lawful Permanent Resident (Green Card); willing and able to obtain and maintain Public Trust Clearance; must meet updated ID requirements (see GSA link). If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development (amounts may fluctuate due to IRS limitations).
• Flexibility to take courses, complete certifications, or pursue other professional growth and networking.
• Commitment to continuous professional development.
• Funds for virtual and in‑person activities such as happy hours, holiday events, fitness & wellness events, and