[Hiring] ServiceNow Technical Writer @Kentro

Role Description

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.

The primary responsibilities include:

• 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.

Requirements

• US Citizen or Lawful Permanent Resident (Green Card).
• Willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements: ID Requirements .

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, and 401k with employer match.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Activities and events to foster team spirit, including happy hours, holiday events, and charity galas.