Remote ServiceNow Technical Writer (VA ESOM)

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.

About the role

Kentro is hiring a Remote ServiceNow Technical Writer to support the VA ESOM contract. This position can be performed remotely within the United States and will support Eastern Time working hours.

Compensation for this role is determined by evaluating current government contracting and commercial market conditions, as well as the role’s specific requirements. Final salary placement within the range will be based on the candidate’s relevant skills, experience, education, certifications, location, and security clearance level, where applicable.

Pay

The pay range for this position is $115,000–$135,000 annually.

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.

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.

Requirements

• 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.
• Must meet updated ID requirements as outlined by GSA for federal credentialing. If you do not currently meet these requirements, you must be willing and able to update your current forms of ID in a timely manner.

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.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, and 401k with employer match.
• Discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development, with flexibility to support growth as an expert and leader.
• Funds dedicated to virtual and in-person activities, including happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to community involvement through charity galas and events.

Kentro holds three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC), and CMMC Level 2 Certification. The company has been recognized as one of Inc 5000’s Fastest Growing Private Companies, a Washington Business Journal Fastest Growing Company, and a Northern Virginia Technology Council Tech 100 Honoree, among other awards.