Responsibilities: 
-Develop, maintain, and standardize high-quality process documentation, assessments, roadmaps, procedures, and supporting artifacts for continuous improvement initiatives including Continuous Improvement Assessment Reports, Process Maps and Bottleneck Analysis, Continuous Improvement Roadmaps, and Monthly Progress Reports
-Create Standardized Templates & SOPs for intake workflows, metrics, governance processes, and operational activities; design template structures, job aids, quick-reference guides, and procedural documentation that promote consistency and ease of use across OCIO divisions in ServiceNow
-Organize and maintain documentation repositories, knowledge bases, and collaboration sites using logical folder structures, naming conventions, metadata standards, and search capabilities; implement document management best practices including version control, retention schedules, access controls, and archival procedures
-Coordinate with OCIO leadership, division chiefs, technical teams, stakeholders, and SMEs to gather content requirements and validate documentation accuracy; facilitate working sessions and interviews to collect information, manage stakeholder review cycles, and ensure alignment with organizational goals and quality requirements
-Document current-state and future-state processes, workflows, decision points, roles, system interactions, and process changes; maintain traceable records of corrective-action plans, improvement decisions, implementation status, and change logs
-Ensure all documentation adheres to USSS and CACI branding standards, style guides, formatting requirements, and accessibility standards (Section 508 compliance); maintain high standards for grammar, accuracy, clarity, consistency, and professionalism; conduct quality reviews and enforce documentation standards
-Capture and document lessons learned, best practices, case studies, and success stories from continuous improvement initiatives; support knowledge transfer and organizational learning by creating comprehensive, accessible documentation that enables repeatable assessment cycles and sustainable adoption

Qualifications:
Please note: While this role is primarily remote, there is the possibility of regular onsite presence in Washington, D.C., dependent on customer needs. We encourage applications from candidates located within driving distance of the D.C. area.

Required –

• Master's degree + 7 years of relevant experience in technical documentation, process documentation, knowledge management, business analysis, or related fields; equivalencies considered (16 years of experience with no degree, AA + 12 years' experience, BA/BS + 10 years' experience)

• Ability to obtain a Public Trust clearance

• Proven expertise developing comprehensive process documentation, standard operating procedures, and technical artifacts in complex organizational environments

• Exceptional writing, editing, and proofreading skills with meticulous attention to detail

• Strong organizational skills with ability to manage multiple documentation projects simultaneously

• Experience with document management systems, collaboration platforms, and repository organization

• Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel, Visio) and ServiceNow's Knowledge Base Tool

• Ability to translate complex technical and analytical information into clear, accessible content

• Strong interpersonal and collaboration skills with ability to work effectively with diverse stakeholders

Desired – 

• Experience supporting federal government IT transformation or process improvement programs, particularly within DHS or law enforcement agencies; background in technical writing, business process documentation, or knowledge management

• Familiarity with process improvement methodologies (Lean, Six Sigma, ITIL); experience with process mapping tools (Visio, Lucidchart, draw.io)

• Knowledge of content management systems (SharePoint, Confluence, document management platforms); proficiency with Adobe Creative Suite or similar design tools

• Understanding of Section 508 accessibility standards; experience developing templates, style guides, and documentation standards; familiarity with version control and configuration management

• Certifications in Technical Writing, Documentation Management, or Knowledge Management; background in instructional design or training material development

• Experience creating data visualizations and executive-level presentations; knowledge of IT service management processes and terminology; strong interviewing skills; project coordination experience

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: