Technical Writer (ServiceNow)

ServiceNow Technical WriterLocation: Fort Meade, MD (Hybrid – on site 3 days per week)Clearance Requirement: Active DoD Secret (required at time of hire)Overview: We are seeking an experienced ServiceNow Technical Writer to support a large-scale federal IT modernization and operations program. This role focuses on producing high-quality ServiceNow-specific documentation, including SLA and SOP development, end-user training materials, and technical process documentation in an Agile environment. This is a hybrid position at Fort Meade, requiring on-site support three days per week.

Candidates must already hold an active DoD Secret clearance to be considered.Top Skills – Required:Technical writing experience specific to ServiceNow documentationExperience writing SLAs and SOPs specifically for ServiceNowHands-on experience using Jira and Confluence for documentation managementActive DoD Secret clearance (required at time of hire)Key Responsibilities:Develop and maintain ServiceNow documentation, including: Standard Operating Procedures (SOPs) Service Level Agreements (SLAs) End-user guides, work instructions, and training materialsPartner with business analysts, developers, and testers to document: User stories Technical and operational processes System workflows and outputsActively participate in Agile/Scrum ceremonies and collaborate throughout each sprint to ensure documentation stays aligned with developmentMaintain and update technical documentation within Atlassian Jira and ConfluenceAssist with documenting updates to performance work statements and operational processesDevelop training content including: User guides Cheat sheets Training presentations Training videos (as applicable)Support onboarding documentation and train-the-trainer materialsPrepare and deliver project presentations and documentation for stakeholdersWork across multiple technical teams and communicate effectively with internal and external partnersBasic Qualifications:U.S. Citizenship requiredActive DoD Secret clearance required at time of hireAbility to work on site at Fort Meade 3 days per weekBachelor's degree in a related field or equivalent experience4–8 years of relevant professional experience (Additional experience may be considered in lieu of a degree)Strong written and verbal communication skillsProven ability to manage multiple documentation efforts in a fast-paced environmentExperience creating SOPs, SLAs, user guides, technical documentation, and training materialsAbility to work independently while collaborating with distributed teamsPreferred Qualifications:Direct experience with the ServiceNow platformExperience working in Agile development environmentsHands-on use of Jira and ConfluenceFamiliarity with ITIL (ITIL Foundation or certification preferred)Experience supporting large, enterprise-scale IT systemsExperience transitioning documentation from legacy systems to modern platforms