Senior Technical Writer

Job Description
Role: Senior Technical Writer


Location: US remote


Main responsibilities:

Sr. writer who can provide guidance on playbooks, SOP's
Write the rough draft so the current writers can prepare the article
Sr. writer should think at Enterprise level and own KMS Lighthouse/Servicenow
Review the templates and provide suggestions
Work with Tier 1 support agents and update the articles
Redesign KMS lighthouse
Description :


The Sr. Technical Writer will support an IT services project by creating clear, accurate, and user-focused documentation for different audiences (L1/L2 support teams, administrators, business users, and external clients). The resource should have 8-10 yrs of experience

Key Responsibilities


1. Documentation Creation & Maintenance


Develop and maintain a wide range of IT service documentation, including:
System architecture and design documents
Installation, configuration, and deployment guides
API and integration documentation
User manuals, admin guides, and troubleshooting guides
Standard Operating Procedures (SOPs) and runbooks
Help Center and Knowledge Base (KB) articles
Convert complex technical information into clear, concise, and accessible content.
2. Collaboration With Technical & Service Teams


Work closely with developers, QA engineers, DevOps, solution architects, and service delivery teams to gather accurate information.
Participate in sprint ceremonies, technical discussions, and requirement workshops.
Validate documentation content through interviews, demos, and hands-on testing.
3. IT Service Management (ITSM) Documentation


Document IT service processes aligned with ITIL practices, such as:
Incident, problem, and change management
Release and deployment processes
Service request workflows
Ensure documentation supports operational readiness and service transition.
4. Version Control & Documentation Governance


Manage documentation repositories (Confluence, SharePoint, Git, etc.).
Maintain version history, ensure proper approvals, and enforce documentation standards.
Create and maintain templates, style guides, and formatting guidelines.
5. Quality Assurance


Review documents for accuracy, clarity, consistency, and compliance with organizational standards.
Conduct peer reviews and incorporate feedback from SMEs and stakeholders.
Ensure documentation is localization-ready where applicable.
Ensure documentation is updated in sync with product or service changes.
6. Training & Knowledge Transfer Support


Prepare training materials, onboarding guides, and walkthrough content for internal teams and clients.
Support knowledge transfer sessions during service transition or project handover.
7. Continuous Improvement


Identify gaps in existing documentation and propose improvements.
Streamline documentation processes to enhance efficiency and usability.
Advocate for documentation best practices across the project.
8. Success Metrics


Reduction in support escalations due to documentation clarity
Improved operational readiness during service transitions
Increased knowledge base utilization
Reduced SME rework cycles
On-time documentation aligned with sprint releases
Job Responsibilities
1. Documentation Creation & Maintenance


Develop and maintain a wide range of IT service documentation, including:
System architecture and design documents
Installation, configuration, and deployment guides
API and integration documentation
User manuals, admin guides, and troubleshooting guides
Standard Operating Procedures (SOPs) and runbooks
Help Center and Knowledge Base (KB) articles
Convert complex technical information into clear, concise, and accessible content.
2. Collaboration With Technical & Service Teams


Work closely with developers, QA engineers, DevOps, solution architects, and service delivery teams to gather accurate information.
Participate in sprint ceremonies, technical discussions, and requirement workshops.
Validate documentation content through interviews, demos, and hands-on testing.
3. IT Service Management (ITSM) Documentation


Document IT service processes aligned with ITIL practices, such as:
Incident, problem, and change management
Release and deployment processes
Service request workflows
Ensure documentation supports operational readiness and service transition.
4. Version Control & Documentation Governance


Manage documentation repositories (Confluence, SharePoint, Git, etc.).
Maintain version history, ensure proper approvals, and enforce documentation standards.
Create and maintain templates, style guides, and formatting guidelines.
5. Quality Assurance


Review documents for accuracy, clarity, consistency, and compliance with organizational standards.
Conduct peer reviews and incorporate feedback from SMEs and stakeholders.
Ensure documentation is localization-ready where applicable.
Ensure documentation is updated in sync with product or service changes.
6. Training & Knowledge Transfer Support


Prepare training materials, onboarding guides, and walkthrough content for internal teams and clients.
Support knowledge transfer sessions during service transition or project handover.
7. Continuous Improvement


Identify gaps in existing documentation and propose improvements.
Streamline documentation processes to enhance efficiency and usability.
Advocate for documentation best practices across the project.
8. Success Metrics


Reduction in support escalations due to documentation clarity
Improved operational readiness during service transitions
Increased knowledge base utilization
Reduced SME rework cycles
On-time documentation aligned with sprint releases