Documentation Specialist
3 days ago
We are seeking a skilled Documentation Specialist to join our team at Launch Tech USA. As a key member of our Hybrid Agile development projects, you will play a crucial role in supporting our Software Development and Support program that utilizes ServiceNow's Enterprise Service Management (ESM) platform for a federal agency.
Key Responsibilities:- Develop, maintain, and update comprehensive documentation for the ServiceNow platform, including system configurations, standard operating procedures (SOPs), and user guides tailored to different roles within the organization.
- Collaborate with technical teams to gain an in-depth understanding of ServiceNow functionalities and related technologies.
- Translate complex system processes and technical details into clear, concise, and user-friendly documentation that can be easily understood by non-technical users.
- Regularly review and update existing documentation to ensure it reflects the latest system changes, upgrades, or enhancements, maintaining accuracy and relevance.
- Support the creation of educational materials and programs, enhancing user adoption and proficiency with the ServiceNow platform.
- Must be a US Citizen with the ability to pass a background check and receive a Public Trust clearance.
- An Associate degree or higher in English, Communications, Information Technology, or a related field.
- 5 years relevant experience is required.
- 8 years additional relevant experience may be substituted for education.
- Excellent written and verbal communication abilities.
- ITIL v3 and/or ITIL v4 Certification(s) is highly desirable.
- ServiceNow Certification(s) in any modality is highly desirable.
- Proven experience in technical writing, specifically in documenting software applications, system configurations, and user procedures in a way that is accessible to both technical and non-technical audiences.
- Ability to understand and articulate complex IT systems and processes in simple, clear language suitable for a wide range of users.
This role is crucial in ensuring that all users of the ServiceNow platform have access to clear, accurate, and helpful documentation, supporting the day-to-day operations and underpinning the agency's broader objectives of modernizing IT Service Management through best practices and continual service improvement.
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