Overview

Kentro is hiring a Remote ServiceNow Technical Writer to support the VA ESOM contract.

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.

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.
• 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: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • 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

The Company

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.

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue "Apply" button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email [email protected] and request assistance.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [email protected].

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