Senior Service Management Consultant - Tech Writer
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AI Summary
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Location
This is a remote role based in the US.
About The Job You're Considering
The Business Analyst / Technical Writer supports the planning, documentation, and coordination of enterprise cloud initiatives across Microsoft GCC-High and Azure Government environments. This role bridges technical and business teams by gathering requirements, documenting workflows, and producing high-quality artifacts that support compliance, governance, and system integration under CMMC Level 2 and NIST SP 800-171 frameworks.
Working closely with the Lead Technical Enterprise Architect, Scrum Master, and engineering teams, this position ensures that project deliverables are clear, traceable, and compliant. The analyst also plays a critical role in supporting CMMC Level 2 documentation, including maintaining and updating the System Security Plan (SSP), Plan of Action & Milestones (POA&M), and other compliance artifacts.
The role requires strong analytical skills, hands-on experience with ServiceNow, and proven proficiency with Agile or SAFe Agile methodologies. It combines technical writing excellence with governance and compliance awareness to ensure consistent, auditable documentation across all secure environments.
Your Role
Business Analysis & Requirements Management
- Collaborate with clients and internal teams to capture and document functional and technical requirements.
- Translate mission and compliance needs into user stories, acceptance criteria, and backlog items.
- Maintain end-to-end traceability between business requirements, technical tasks, and compliance controls.
- Conduct stakeholder interviews and process assessments to identify improvement opportunities.
- Support backlog refinement, sprint planning, and reporting activities with the Scrum Master and Architect.
Documentation & Technical Writing
- Develop, review, and maintain all technical and operational documentation, including architecture summaries, configuration guides, SOPs, test plans, and deployment instructions.
- Produce customer-facing deliverables such as Requirements Traceability Matrices (RTMs), Standard Operating Procedures (SOPs), and System Overview Documents.
- Manage and update compliance documentation, including the CMMC Level 2 System Security Plan (SSP), associated control narratives, and evidence tracking logs.
- Support preparation and maintenance of POA&M items and continuous improvement actions.
- Ensure all written materials are clear, consistent, and compliant with internal standards and external audit requirements.
- Maintain centralized documentation repositories, version control, and document lifecycle management processes.
ServiceNow Functional Support
- Act as the functional liaison for ServiceNow modules supporting ITSM, Change, CMDB, and Knowledge Management.
- Gather and document requirements for ServiceNow workflows, approvals, and data integrations.
- Support automation of change control and incident management processes through ServiceNow functionality.
Agile / SAFe Project Support
- Facilitate backlog management, sprint documentation, and release communication.
- Participate in Agile ceremonies including daily stand-ups, sprint reviews, and retrospectives.
- Maintain sprint artifacts, story documentation, and metrics dashboards.
- Ensure all Agile deliverables are properly documented, versioned, and auditable for compliance purposes.
Compliance & Document Management
- Support CMMC Level 2 and NIST SP 800-171 compliance by managing controlled documentation, policies, and procedures.
- Coordinate updates to the System Security Plan (SSP) and related security documentation in collaboration with the Architect and ISSM.
- Establish and enforce document control standards, naming conventions, and approval workflows.
- Ensure all compliance artifacts are properly cataloged, versioned, and readily available for audits or client reviews.
- Provide ongoing maintenance of compliance evidence repositories and document retention schedules.
Your Skills And Experience
- Bachelor’s degree in Information Systems, Business Administration, or related field.
- 5+ years as a Business Analyst or Technical Writer supporting IT or cloud programs.
- Hands-on experience with ServiceNow.
- Proven experience supporting Agile or SAFe Agile environments.
- Experience contributing to or maintaining technical SOPs and runbooks.
- Proficiency with Microsoft 365 (Word, Excel, SharePoint, Teams) and collaboration tools such as Confluence or similar.
- Strong understanding of ITIL and ServiceNow ITSM modules.
- Ability to produce system diagrams, data flow charts, and structured technical documentation.
- Exceptional written and verbal communication skills; strong analytical and organizational abilities with attention to detail; capable of bridging communication between technical engineers and business stakeholders
- U.S. Citizenship required (for access to GCC-High and Azure Government environments).
- Certifications: Certified SAFe Agilist or equivalent Agile certification (e.g., PMI-ACP, Scrum Master, or Product Owner).
- Experience supporting Federal or Defense Industrial Base (DIB) programs under CMMC Level 2 or higher.
- Experience maintaining compliance evidence repositories and document management systems.
- Familiarity with Azure DevOps, Jira, or similar Agile tracking tools.
- ITIL v4 Foundation certification.
- Background in process improvement or audit readiness support.
- Ability to create user-friendly templates and visual documentation for executive or client briefings.
The base compensation range for this role in the posted location is: $70,176- $170,040.
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
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