We are hiring for Reporting and Documentation Specialist to support our client .
Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: Reporting and Documentation Specialist
Location: Remote
Citizenship: US
DESCRIPTION OF PROJECT AND TASKS: Key Responsibilities
Prepare daily, weekly, and monthly operational reports covering incidents, service requests, change records, ticket aging, SLA compliance, backlog, and service trends.
Maintain and update support documentation, including standard operating procedures, runbooks, work instructions, knowledge articles, escalation matrices, and shift handover documentation.
Work within SNOW/ServiceNow to monitor, review, update, and validate incidents, requests, change tickets, and task records for completeness and accuracy.
Perform ticket quality reviews to ensure proper categorization, assignment, resolution notes, closure evidence, and documentation compliance.
Develop customer-facing and internal reporting packs for service reviews, operational meetings, and management reporting.
Coordinate with SAP support teams to capture recurring issues, known errors, root cause trends, and process updates for documentation and knowledge management.
Support audit-ready operational recordkeeping in structured and compliance-sensitive support environments
Track service delivery KPIs and recommend improvements to reporting structures, documentation standards, and workflow consistency
Ensure documentation repositories remain current, organized, and aligned with live support processes
Assist leadership with operational insights and reporting needed to support continuous improvement and client satisfaction
Required Qualifications
Bachelor s degree or equivalent professional experience in Information Systems, Business Administration, Computer Science, or a related field.
3+ years of experience in IT operations, managed services, service reporting, technical documentation, or service management support.
Hands-on experience using SNOW/ServiceNow for ticket tracking, incident management, request management, and change management.
Experience creating structured reports, dashboards, and operational summaries for service delivery teams or leadership.
Strong writing and documentation skills with the ability to create clear, accurate, and controlled technical and operational documents.
Familiarity with ITIL-based processes such as incident, change, problem, and request management.
Working knowledge of SAP support operations, ideally within an SAP BASIS or SAP infrastructure support environment.
Strong Microsoft Excel, Word, and PowerPoint skills.
Excellent attention to detail, organization, communication, and time management skills.
Preferred Qualifications
Experience in SAP managed services or MSP environments.
Experience supporting regulated environments such as Federal, DoD, ITAR, or FedRAMP-oriented operations.
Familiarity with SLA-driven 24x7 support models.
Experience with knowledge management, operational governance, and audit-support documentation.
ITIL Foundation certification or ServiceNow certification is preferred.
What success looks like
Accurate and timely operational reporting for internal and customer use.
Improved quality and completeness of ticket documentation in SNOW/ServiceNow.
Well-maintained SOPs, runbooks, and knowledge documentation that support efficient delivery.
Clear visibility into SLA performance, ticket trends, backlog, and service risks.
Strong documentation discipline that supports secure, high-accountability client environments.
Why join us
This is an opportunity to join a growing managed services organization with a strong reputation in secure SAP support delivery and a focus on operational excellence.
The role offers meaningful exposure to SAP service delivery, structured process improvement, and support operations in highly accountable client environments.
If you are available, interested, planning to make a change, or know of a friend who might have the required qualifications and interest, please call me ASAP on / If you do respond via e-mail ( ) please include a daytime phone number so I can reach you. In considering candidates, time is of the essence, so please respond ASAP with your updated resume.
Established in 2003, JTSi is a Professional IT & Engineering Services provider with years of documented experience in the Information Technology and Engineering services field. JTSi has a proven track record for successfully delivering mission critical Professional services to the Government and the industry. JTSi SAP team delivers solutions to its clients by clearly understanding their core business problems. We deliver quality services at equitable rates and focus on constant improvement in all areas of our operation, austerely complying to the customer s desire. We view our-selves more as a business partner than a mere provider of consulting services. At JTSi customer is always first and partnering is our means to customer satisfaction. We do what we say!
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