ServiceNow Documenter

Job Overview

The role of Documentation Specialist plays a pivotal part in supporting Agile development projects within Software Development and Support programs utilizing ServiceNow's Enterprise Service Management (ESM) platform for federal agencies.

This position is crucial in the agency's mission to modernize IT Service Management (ITSM) through best practices, process optimization, and continuous service improvement.

The ideal candidate develops and maintains comprehensive documentation that supports seamless use and management of the ServiceNow platform.

• Documentation Creation: Develop, maintain, and update accurate and user-friendly documentation for the ServiceNow platform, including system configurations, standard operating procedures (SOPs), and user guides tailored to different roles within the organization.
• Technical Collaboration: Work closely with technical teams to gain an in-depth understanding of ServiceNow functionalities and related technologies.
• Clear Communication: Translate complex system processes and technical details into clear, concise, and user-friendly documentation accessible to non-technical users.
• Documentation Maintenance: Regularly review and update existing documentation to ensure it reflects the latest system changes, upgrades, or enhancements, maintaining accuracy and relevance.
• Training Support: Collaborate with training and development teams to support creation of educational materials and programs enhancing user adoption and proficiency with the ServiceNow platform.
• Documentation Tools: Utilize various word processing, spreadsheet, and graphics tools to create visually appealing and informative documentation.