Technical Documentation Lead - ITSM & Field Support

CACI International Inc.; Maryland; Hybrid; USD 71,000 - 149,000; Full time

Job summary

CACI International Inc. is seeking a Documentation Specialist to support the United States Secret Service contract in National Harbor, MD.

The role focuses on creating and maintaining clear, searchable documentation for IT support staff and field technicians, aligning with ITSM processes and 508 accessibility standards. You will develop SOPs, knowledge articles, troubleshooting guides, and reference materials, while collaborating with training teams to ensure content supports the Field Tech

Qualifications

• Associate's degree + 6 years of experience in technical documentation, knowledge management, technical writing, or related fields.
• Familiarity with ITSM and knowledge management platforms (ServiceNow, SharePoint, Confluence).
• Experience creating SOPs, work instructions, troubleshooting guides, and knowledge articles for IT support staff.

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

Skills

Technical writing

Knowledge management

ITSM principles

ServiceNow knowledge

Education

Associate's degree

BA/BS + 4 years' experience

10 years experience, no degree

Tools

ServiceNow

SharePoint

Confluence

Visio

Job description

CACI International Inc. is seeking a Documentation Specialist to support the United States Secret Service contract in National Harbor, MD.

The role focuses on creating and maintaining clear, searchable documentation for IT support staff and field technicians, aligning with ITSM processes and 508 accessibility standards. You will develop SOPs, knowledge articles, troubleshooting guides, and reference materials, while collaborating with training teams to ensure content supports the Field Tech