ZR_3072_JOB

Dallas, United States | Posted on 10/08/2026 The Senior Technical Writer. Work with the development team and enhance components and applications using Technical Writer with 5-10 years experience Primary Function Client is looking for a curious and proactive, detail-oriented Technical Writer to join our Information Security team on a contractor basis. In this role, you'll lead the audit and overhaul of an existing Enterprise ServiceNow Knowledge Base, producing high-quality documentation that serves a diverse employee audience, from technical engineers to non-technical business users. You'll rewrite outdated procedures, runbooks, and how-to content into clear, human-friendly documentation that's easy to find, understand, and use. Lead an audit of the existing Enterprise ServiceNow Knowledge Base (KB) to assess content quality and gaps, and deliver a prioritized remediation roadmap. Define and document KB content standards covering voice, tone, structure, taxonomy, metadata tagging, and article lifecycle management. Write and publish procedures, end-user guides, runbooks, and articles in plain language accessible to both technical and non-technical staff. Take ownership of content accuracy by conducting thorough research, which includes reaching out directly to the Newrez employees and teams who have the deepest knowledge of a given tool or process. That connection may require initiative to find the right person, even when a clear contact is not immediately available. Partner with subject matter experts (SMEs) to validate technical accuracy, resolve gaps, and ensure documentation reflects current processes and workflows. Develop and maintain content templates, style guidelines, and tagging conventions within ServiceNow. Prioritize and manage a writing queue with minimal supervision, flagging blockers early. Incorporate feedback from team reviews and update content as systems and processes change. Education and Experience Requirements 5+ years with demonstrated experience leading documentation or knowledge management initiatives, or equivalent experience. Demonstrated ability to translate complex technical concepts into clear, plain-language documentation for non-technical audiences. Experience with knowledge base platforms is a plus, with ServiceNow being particularly relevant to this role. Expertise writing for both technical and non-technical audiences. Hands-on experience with IT or security procedures, access controls, or incident response documentation, or comparable content in a regulated or operations-driven environment is a plus. Background in information architecture, content strategy, or UX writing is a plus, as is experience in mortgage banking, financial services, or another regulated industry. Knowledge, Skill, and Ability Requirements A working familiarity with the day-to-day world of information technology and technical writing as a discipline. The right candidate will have enough context to ask the right questions and get up to speed quickly. Excellent judgment about when documentation is clear enough, including the confidence to push back when SME input creates unnecessary complexity or jargon. Experience establishing or improving content standards, templates, or style guides. Experience working with AI writing tools, including a practical understanding of prompt engineering, when AI-generated output is appropriate to use, and how to verify factual accuracy. Candidates should be able to use AI as a productivity tool without treating it as a source of truth. #J-18808-Ljbffr Simple Solutions