Technical Writer

The Digital Modernization Sector has a career opportunity for a ServiceNow Developer supporting the Global Solutions Management – Operations II (GSM-O II) contract at DISA. This contract includes the Operations, Sustainment, Maintenance, Repair, and Defense of the Defense Information System Network (DISN) within the DOD Information Network (DODIN) in support of the Defense Information Systems Agency (DISA).  It also includes support to other key tasks for DISA, including the transformation of DISA’s operational mission through innovation, and support to DISA’s mission partners. 

Candidate must be able to be on site at Fort Meade, Scott AFB, or Hill AFB daily. At a minimum, a Secret clearance is required upon the start of employment.   

As ServiceNow Technical Writer will support and assist in documentation production of presentations using various software as well as managing the identification, control, production, distribution, archiving, scanning, storage, and retrieval of all deliverable data. Duties may include cataloging data, providing customer assistance in locating specific data, digital imaging services, technical/reference support, and appropriately classifying records, documents, and other information media.  Additionally, this candidate is responsible for planning, developing and assisting with training programs for technical products or solutions. Duties may include analyzing training needs and materials.  May also assist with train-the-trainer programs and qualify trainers for content delivery. 

Primary Responsibilities 

• Prepares end user training guides, standard operating procedures, work instructions, tactics, techniques and procedures. 

• Works with the business analysts to assist in documenting user stories. 

• Prepare updates and changes to the performance work statement(s) as needed.  

• Assists developers and testers to document all processes. 

• Works to achieve key project/program objectives and deliverables.  

• Responsible for understanding entire projects or processes spanning multiple technical areas.  

• Communicates with internal team members across multiple areas and client team members.  

• Effectively communicates with the customer and external parties external. 

• Develops training material to include but not limited to training videos, user guides, cheat sheets, etc. 

• Actively engages with the project team to know and understand the work being developed throughout each sprint to assist with any required documentation. 

• Participates in scrum team ceremonies. 

• Assist the lead trainer to develop guides, documents and presentation assisting with train-the-trainer sessions. 

• Establishes on boarding documents for new hires. 

• Prepares project presentations on a consistent basis. 

• Assists the team developing and establishing training material for new team members. 

• Maintains and updates technical documentation within Atlassian’s Jira and Confluence tools 

Basic Qualifications 

• Requires a US Citizenship. 

• Must hold an active DoD Secret clearance. 

• Must be able to commute to Scott AFB, IL, Ft. Meade, MD, or Ogden, UT for full time on-site support 

• Bachelor’s degree from an accredited college in a related discipline, or equivalent experience/combined education, with 4 - 8 years of professional experience; or 2 -6 years of professional experience with a related Master’s degree. Additional experience may be excepted in lieu of degree. 

• The qualified candidate shall have excellent customer service skills and the ability to work independently, prioritize, schedule, and complete multiple tasks. 

• Ability to multi-task and self-assign work in a fast-paced environment. 

• Strong communication skills that enable proactive and effective collaboration with a virtual team, including the ability to clearly articulate status and present to both customers and program leadership. Candidate shall have the ability to develop and present management level briefings. 

• Demonstrate potential and willingness to learn and adapt to rapid changes in technology. 

• Previous experience creating SOPs, user guides, technical documents, lessons learned, etc. 

Preferred Qualifications 

• Experience with the ServiceNow application 

• Experience or familiarity with Agile development 

• Exposure to ServiceNow applications like Telecommunication Management System (TSM), Telecommunications Network Inventory (TNI), Order Management Telecommunications (OMT) modules, etc. 

• Experience with JIRA and Confluence. 

• Understanding of ITIL foundation or ITIL certified. 

• Bachelor’s degree in a technical field such as System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline 

• Experience working with large software systems including hardware integration and test. 

• Experience working with multi-disciplinary technical development teams. 

• Experience moving from a legacy application to a new application.