Documentation Specialist

CACI International; National Harbor (MD); On-site; USD 71,000 - 149,000; Full time

Job summary

CACI is seeking a Documentation Specialist to support the United States Secret Service contract, focusing on creating and maintaining SOPs, knowledge articles, and field documentation for IT support staff and technicians.

The role emphasizes knowledge-centered service, accessibility compliance, and collaboration with field teams to ensure standardized, practical documentation across all locations.

Qualifications

• Associate’s degree + 6 years of experience in technical documentation, knowledge management, or related fields; equivalencies considered.
• Ability to obtain a Public Trust clearance.
• Proven experience developing technical documentation for IT support staff, field technicians, or similar audiences.
• Strong technical writing skills with ability to create clear, concise, and accurate documentation.
• Experience developing SOPs, work instructions, troubleshooting guides, and knowledge articles in ServiceNow.

Responsibilities

• Develop and maintain standardized work instructions, SOPs, troubleshooting guides, knowledge articles, and field support documentation aligned with modernized technology support processes.
• Establish and maintain accessible documentation repositories that enable field technicians to quickly identify, diagnose, and resolve technology issues using consistent support procedures.
• Create comprehensive Knowledge Articles providing step-by-step guidance for resolving common and complex technology issues; develop Troubleshooting Guides outlining systematic diagnostic approaches in ServiceNow.
• Create field-specific documentation tailored to geographically dispersed technicians including quick-reference materials, job aids, cheat sheets, and visual guides practical for field use.
• Ensure documentation promotes standardization and consistent support practices across all USSS locations; align with standardized ITSM processes, ticket categorization, and optimized workflows.
• Work directly with field technicians and regional stakeholders to understand operational challenges and documentation needs; gather feedback to ensure documentation remains relevant and practical.
• Evaluate the existing knowledge base to identify gaps, outdated content, and opportunities for improvement; implement knowledge management best practices.
• Develop documentation using Knowledge-Centered Service (KCS) methodologies; ensure articles are searchable, properly tagged, and linked to relevant ITSM ticket categories.
• Collaborate with training specialists to ensure documentation aligns with Field Tech Training Curriculum and supports learning objectives; develop Quick-Reference Materials reinforcing training content.
• Ensure all documentation adheres to USSS and CACI branding standards, style guides, and accessibility standards (Section 508 compliance); maintain high standards for accuracy, clarity, and consistency.
• Monitor documentation usage and feedback; contribute to Monthly Field Operations Improvement Summary with documentation‑related metrics and usage statistics.
• Document remote diagnostic tooling and troubleshooting technologies; create usage guides for diagnostic scripts, automated health checks, and monitoring capabilities.

Skills

Technical writing

Documentation

Education

Associate’s degree

Tools

ServiceNow

Job description

Job Title: Documentation Specialist

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: Public Trust

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

* * *

The Opportunity:

CACI is currently seeking a Documentation Specialist for the United States Secret Service (USSS) contract, supporting the Department of Homeland Security. This role offers a unique opportunity to enhance national security by supporting critical transformation initiatives within the USSS. You will collaborate with experienced professionals in an innovative environment to modernize technology delivery and strengthen enterprise capabilities. This position focuses on advancing certain abilities to meet evolving mission demands through strategic program management, organizational change management, and technology enablement. Join us to make a meaningful impact on a transformational program of national importance.

Responsibilities:

• Develop and maintain standardized work instructions, SOPs, troubleshooting guides, knowledge articles, and field support documentation aligned with modernized technology support processes
• Establish and maintain accessible documentation repositories that enable field technicians to quickly identify, diagnose, and resolve technology issues using consistent support procedures
• Create comprehensive Knowledge Articles providing step-by-step guidance for resolving common and complex technology issues; develop Troubleshooting Guides outlining systematic diagnostic approaches in ServiceNow
• Create field-specific documentation tailored to geographically dispersed technicians including quick-reference materials, job aids, cheat sheets, and visual guides practical for field use
• Ensure documentation promotes standardization and consistent support practices across all USSS locations; align with standardized ITSM processes, ticket categorization, and optimized workflows
• Work directly with field technicians and regional stakeholders to understand operational challenges and documentation needs; gather feedback to ensure documentation remains relevant and practical
• Evaluate the existing knowledge base to identify gaps, outdated content, and opportunities for improvement; implement knowledge management best practices
• Develop documentation using Knowledge-Centered Service (KCS) methodologies; ensure articles are searchable, properly tagged, and linked to relevant ITSM ticket categories
• Collaborate with training specialists to ensure documentation aligns with Field Tech Training Curriculum and supports learning objectives; develop Quick-Reference Materials reinforcing training content
• Ensure all documentation adheres to USSS and CACI branding standards, style guides, and accessibility standards (Section 508 compliance); maintain high standards for accuracy, clarity, and consistency
• Monitor documentation usage and feedback; contribute to Monthly Field Operations Improvement Summary with documentation‑related metrics and usage statistics
• Document remote diagnostic tooling and troubleshooting technologies; create usage guides for diagnostic scripts, automated health checks, and monitoring capabilities

Qualifications:

Required –

• Associate’s degree + 6 years of experience in technical documentation, knowledge management, technical writing, or related fields; equivalencies considered (10 years of experience with no degree, BA/BS + 4 years’ experience, MA + 1 years’ experience)
• Ability to obtain a Public Trust clearance
• Proven experience developing technical documentation for IT support staff, field technicians, or similar audiences
• Strong technical writing skills with ability to create clear, concise, and accurate documentation
• Experience developing SOPs, work instructions, troubleshooting guides, and knowledge articles in ServiceNow

Desired –

• Experience supporting federal government IT documentation initiatives, particularly within DHS, law enforcement, or national security agencies; technical background in IT support, help desk, or field services; experience with field technology support operations or geographically dispersed IT service delivery
• Experience with ServiceNow Knowledge Base or other ITSM platform knowledge management modules; familiarity with content management systems (SharePoint, Confluence, document management platforms)
• Proficiency with visual documentation tools (Visio, Lucidchart, Snagit, Camtasia); video production and multimedia content creation skills; strong visual design skills for creating diagrams, flowcharts, and infographics
• Understanding of Section 508 accessibility standards; experience developing mobile‑friendly and offline‑accessible documentation; experience with style guide development and documentation standards enforcement
• Knowledge of troubleshooting methodologies, diagnostic frameworks, and ITSM processes; background in instructional design or training material development; experience conducting usability testing of documentation; familiarity with knowledge management metrics and documentation analytics

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high‑performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation’s most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range :

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$70,800 - $148,600

CACI is anEqualOpportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any otherprotectedcharacteristic.