25 Jan
Technical Writer (IT)
Vacancy expired!
- 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!