Job Description

We're searching for an experienced technical writer to join our team.

The ideal candidate will have proven success in an IT organization developing runbooks and playbooks to assist with timely restoration of services.

Objectives of this role

Develop comprehensive Runbook and Playbook documentation that meets organizational standards

Gain deep understanding of products and services, and translate complex information into simple, polished, engaging content

Write user-friendly content that meets the needs of target audience, turning insights into language for user success

Develop and maintain detailed database of reference materials, including research, usability tests, and design specifications

Evaluate current content and develop innovative methods for improvement

Responsibilities

Gather information from subject-matter experts and develop, organize, and write procedure manuals, technical specifications, and process documentation

Work with development and support leads to identify documentation repositories, revise and edit, and determine best solutions for data compilation and centralized storage

Research, create, and maintain information architecture templates that adhere to organizational and legal standards and allow for easy data migration

Develop content in alternative media forms for maximum usability, with consistent voice across all documentation

Required skills and qualifications

Three or more years of experience as an effective technical writer

Proven ability to quickly learn and understand complex subject matter

Experience in writing documentation and procedure manuals for various audiences

Superb written communication skills, with a keen eye for detail

Experience working with engineers to improve user experience (ex: design, UI), refine content, and create visuals and diagrams for technical support content

Ability to handle multiple projects simultaneously

Preferred skills and qualifications

Bachelor's degree (or equivalent) in journalism, communications, or relevant technical field

SharePoint experience managing shared documentation.

ServiceNow experience with Knowledge Bases and Knowledge Article creation.

Effective written and verbal communication skills.

Good understanding of SDLC (systems development lifecycle)

Previous experience in software development preferred/

Professional certification

Experience in using XML tools to create documentation/

Education: Bachelors Degree

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