Field IT Documentation Lead - Knowledge & Training

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• Evaluate the existing knowledge base to identify gaps, outdated content, and opportunities for improvement; implement knowledge management best practices.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

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.