17 Apr
Technical Writer (IT)
Vacancy expired!
- Candidate needs to have experience with ServiceNow
- Technical Writer or Content Specialist are still the titles we should be looking for, but I'd like to see candidates with more diverse backgrounds and not purely Technical Writing, if possible.
- Need a candidate with customer-centric mindset
- The Technical Writer for client's IT will perform documentation, knowledge management, and communication responsibilities in support of multiple IT functions producing both user-facing and IT-facing documentation.
- The functions supported include IT Communications, Service Delivery (Service Desk, A/V, Digital Workplace), Technology Operations, Application Services, and Security.
- Work closely with subject matter experts within the IT department to create both user-facing and department-facing IT Knowledge Base articles including process documents, standards, workflows, and FAQs
- Create user guides that ensure a seamless employee experience and establish user trust and position IT as a technology partner to the company
- Own the planning, scheduling, drafting, editing, publishing, and review cycles for all IT Knowledge Base content; ensure appealing and consistent look, feel, and branding of all content
- Schedule and conduct regular reviews of Knowledge Base content with SMEs to ensure all articles are up to date and accurate
- Strategize content within the Knowledge Base to ensure it is logically organized and easily findable by users
- Collaborate with IT Communications function to ensure user guides are published and disseminated in accordance with deployment/communication schedules; assist with the “branding” of IT
- Produce IT Knowledge Base content that enables easy self-help for users and reduces the need for one-on-one user assistance from the Service Desk
- Exceptional writing, editing, and communication skills with ability to carefully proofread and revise own work independently
- Familiarity with the Knowledge tool and Knowledge Management process in ServiceNow, or comparable system
- Ability to drive multiple initiatives simultaneously and follow up with stakeholders regularly
- Ability to work with cross-functional teams and fulfill the goals/priorities of each
- Proactive approach to work; eager to seek out new projects/areas where expertise can be leveraged; self-led
- Proficient in Google Workspace products (Docs, Sheets, Slides, Drive)
- Proficient in Microsoft Office products (Word, Excel, PowerPoint)
- Proficient in Lucidchart (workflow/diagramming)
- Innovative ideas for the creation/presentation of user-facing content
- Experience in Marketing Writing, Branding, Creative Writing, E-Learning materials, or other user-/customer-facing content creation is a plus
- Ability to translate complex technical processes into accessible, user-friendly language
- Logical and analytical approach to content management; experience with process mapping
- Experience with digital asset management (DAM) is a plus
- Graphic design skills are a plus
Vacancy expired!