ServiceNow Technical Writer (VA ESOM)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a ServiceNow Technical Writer (VA ESOM) based in the United States. This role offers the opportunity to shape and maintain high-quality technical documentation supporting a federal ServiceNow environment. You will translate complex platform operations and IT service management processes into clear, practical resources for diverse audiences. Working closely with program teams, architects, and ServiceNow subject matter experts, you will document critical operational workflows and platform changes. Your work will support program deliverables, knowledge management, and day-to-day operational effectiveness. You will also help establish consistent documentation standards, maintain a reliable knowledge repository, and support continuous process improvement. The position offers meaningful ownership, exposure to government technology programs, and opportunities to contribute to a collaborative technical environment. This is a fully remote U.S.-based opportunity aligned with Eastern Time working hours. Develop, edit, and maintain comprehensive ServiceNow documentation, including standard operating procedures, runbooks, knowledge base articles, user guides, and training materials. Collaborate with program teams, architects, and ServiceNow subject matter experts to document platform administration, ITSM processes, and day-to-day operational support activities. Prepare, format, and maintain program deliverables, status reports, and Contract Data Requirements List (CDRL) materials in accordance with applicable Performance Work Statement requirements. Document changes and enhancements to ServiceNow operations and maintenance processes as the program evolves, including updates related to demand management and service-line development. Maintain consistent documentation standards, including version control, terminology, formatting, tone, and editorial quality across program materials. Manage and maintain the program's knowledge management repository and documentation library within ServiceNow. Work independently with general direction while managing multiple documentation priorities and deadlines. Review documentation produced by junior team members and provide guidance to improve quality, consistency, and adherence to established standards. Support continuous improvement of documentation practices and knowledge-sharing processes across the program. Requirements Bachelor's degree in English, Communications, Technical Writing, Information Technology, or a related discipline. At least 5 years of professional experience as a technical writer, including direct experience documenting ServiceNow or a comparable IT service management environment. Strong technical writing, editing, proofreading, and content organization skills. Ability to translate complex technical concepts, processes, and platform functionality into clear and accessible documentation for varied audiences. Experience managing multiple documentation requests simultaneously while meeting strict deliverable deadlines. Strong attention to detail, organizational skills, and the ability to work independently with limited supervision. Experience documenting ServiceNow modules such as ITSM, ITOM, or platform administration is preferred. Familiarity with federal plain-language standards and government documentation or deliverable formats is preferred. ITIL Foundation certification is a plus. Must be a U.S. Citizen or Lawful Permanent Resident (Green Card holder) . Must be willing and able to obtain and maintain a Public Trust Clearance . Must meet applicable federal identification requirements and be willing to update identification documents as necessary to complete the suitability process. Benefits Annual salary range of $115,000–$135,000 , depending on relevant skills, experience, education, certifications, location, and applicable clearance requirements. Fully rem