Technical Writer

• Work with Knowledge Managers to develop a standard template (style guide) for knowledge articles that will promote trust and confidence in the content, including corporate branding standards.
• Review and edit existing content, apply the new standard template, and re-publish the content.
• Assist Technical Approvers and their teams in writing, editing, and standardizing knowledge articles.
• Teams may include, but are not limited to Microsoft Support, Mobility, Audio & Video Support, and IT Help Desk.
• Review current SharePoint content and then meet with assigned teams to generate ideas for content, write up knowledge articles to be published, and develop a roadmap for future content.
• Support Knowledge Managers to update and edit articles that receive feedback from users that need improvement.

• Bachelor's degree in English, Technical Communication, Information Technology, or a related field or proven experience as a technical writer, content writer, or similar role, profecciency within the ServiceNow ecosystem.
• Strong understanding of IT service management (ITSM) concepts.
• Excellent written and verbal communication skills, with the ability to distill complex technical information into clear and concise content for diverse audiences.
• Proficiency in using ServiceNow or other knowledge management documentation tools.

• Familiarity with industry-standard style guides, such as the Microsoft Manual of Style or Chicago Manual of Style.
• Attention to detail and ability to meet deadlines while managing multiple projects simultaneously.
• Strong analytical and problem-solving skills to understand user pain points and provide effective solutions.
• Ability to work collaboratively in a team environment and communicate effectively with stakeholders at various levels of the organization.
• Demonstrated ability to adapt to evolving technologies and willingness to continuously update knowledge and skills.

Last updated on Oct 18, 2023