Senior Service Management Consultant – Tech Writer

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🕒 6 days ago

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Minor Hotels Europe and Americas

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

👥 B2C

💰 Post-IPO Equity on 2018-05

B2C • Hospitality • Travel

Minor Hotels Europe and Americas is a hospitality company that operates a diverse portfolio of hotels and resorts across Europe and the Americas. The company focuses on delivering exceptional guest experiences through high-quality service and unique accommodations, catering to both leisure and business travelers.

📋 Description

• 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 • 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 • 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 • 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 • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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