Senior Service Management Consultant – Tech Writer

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with clients and internal teams to gather and document functional and technical requirements.

• Transform mission and compliance objectives into user stories, acceptance criteria, and backlog items.

• Ensure end-to-end traceability between business requirements, technical tasks, and compliance controls.

• Conduct interviews with stakeholders and assess processes to identify opportunities for improvement.

• Assist with backlog refinement, sprint planning, and reporting activities alongside the Scrum Master and Architect.

• Create, review, and maintain all technical and operational documentation, including architecture summaries, configuration guides, SOPs, test plans, and deployment instructions.

• Generate customer-facing deliverables such as Requirements Traceability Matrices (RTMs), Standard Operating Procedures (SOPs), and System Overview Documents.

• Oversee and update compliance documentation, including the CMMC Level 2 System Security Plan (SSP), related control narratives, and evidence tracking logs.

• Aid in the preparation and upkeep of POA&M items and continuous improvement actions.

• Ensure all written materials are clear, consistent, and adhere to internal standards as well as external audit requirements.

• Maintain centralized documentation repositories, implement version control, and manage document lifecycle processes.

• Serve as the functional liaison for ServiceNow modules that support ITSM, Change, CMDB, and Knowledge Management.

• Collect and document requirements for ServiceNow workflows, approvals, and data integrations.

• Facilitate automation of change control and incident management processes using ServiceNow functionalities.

• Assist in backlog management, sprint documentation, and release communication.

• Engage in Agile ceremonies, including daily stand-ups, sprint reviews, and retrospectives.

• Maintain sprint artifacts, story documentation, and metrics dashboards.

• Ensure all Agile deliverables are accurately documented, versioned, and auditable for compliance purposes.

• Support CMMC Level 2 and NIST SP 800-171 compliance by managing controlled documentation, policies, and procedures.

• Coordinate updates to the System Security Plan (SSP) and associated security documentation with the Architect and ISSM.

• Establish and uphold document control standards, naming conventions, and approval workflows.

• Ensure all compliance artifacts are properly cataloged, versioned, and easily accessible for audits or client reviews.

• Provide ongoing maintenance of compliance evidence repositories and document retention schedules.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Business Administration, or a related field.

• Over 5 years of experience as a Business Analyst or Technical Writer supporting IT or cloud programs.

• Practical experience with ServiceNow.

• Demonstrated experience in Agile or SAFe Agile environments.

• Experience in contributing to or maintaining technical SOPs and runbooks.

• Proficient in Microsoft 365 (Word, Excel, SharePoint, Teams) and collaboration tools like Confluence or similar.

• Strong understanding of ITIL and ServiceNow ITSM modules.

• Ability to create system diagrams, data flow charts, and structured technical documentation.

• Excellent written and verbal communication skills; strong analytical and organizational abilities with a keen attention to detail; capable of facilitating communication between technical engineers and business stakeholders.

• U.S. Citizenship is required for access to GCC-High and Azure Government environments.

• Certifications: Certified SAFe Agilist or equivalent Agile certification (e.g., PMI-ACP, Scrum Master, or Product Owner).

• Experience supporting Federal or Defense Industrial Base (DIB) programs under CMMC Level 2 or higher.

• Background in maintaining compliance evidence repositories and document management systems.

• Familiarity with Azure DevOps, Jira, or similar Agile tracking tools.

• ITIL v4 Foundation certification.

• Experience in process improvement or audit readiness support.

• Capability to create user-friendly templates and visual documentation for executive or client briefings.

🏝️ Benefits

• Paid time off based on employee grade (A-F), as defined by policy: Vacation: 12-25 days, depending on grade.

• Company-paid holidays.

• Personal Days.

• Sick Leave.

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada).

• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada).

• Life and disability insurance.

• Employee assistance programs.

• Other benefits as provided by local policy and eligibility.