Technical Writer T2 (USA) (IT Knowledge Content Creator)

Job Description

Job Description

Job Details
Industry: Information Technology
Job Title: IT Knowledge Content Creator
Duration: 12-Months
Location: Fully Remote (EST Hours)

• We are looking for an IT Knowledge Content Creator to join our team and help us create,
• maintain, and update our knowledge base and documentation.
• Content should be visually appealing. Experience in social media and/or graphical presentations
• is helpful.
• You will be responsible for writing clear and concise content that explains our IT solutions,
• services, and processes to our clients.
• You will also collaborate with other teams to ensure that our knowledge base and
• documentation are accurate, consistent, and aligned with our quality standards.
• You will also provide coaching on how best to use our knowledge process to our knowledge
• contributors.

• Write, edit, and proofread content for our knowledge base and documentation, following our
• process documentation and best practices.
• Ensure that our content is easy to understand, relevant, and up to date.
• Monitor analytics and feedback to identify and prioritize content gaps and improvement
• opportunities.
• Work with subject matter experts, service owners, developers, and support agents to gather and
• validate information.
• Use content management systems and tools to publish and update content.
• Monitor and maintain the quality and accuracy of our content.
• Analyse Knowledge Portal and chatbot searches to improve article searchability.
• Provide knowledge creation support to knowledge contributors when needed.
• Train and coach new and existing staff on how to use and contribute to our knowledge base and
• documentation.
• Stay updated on our products, services, and industry trends.

• Excellent content writing skills, with the ability to write clear, concise, and engaging content for
• different audiences and purposes.
• Excellent communication skills, with the ability to collaborate with different teams and
• stakeholders.
• Attention to detail, with the ability to proofread and edit content for grammar, spelling,
• punctuation, and style.
• Adaptability, with the ability to work in a fast-paced and dynamic environment.
• Ability to learn and closely follow technical processes and guidelines.
• Analytical abilities, with the ability to use data and feedback to improve content quality and
• effectiveness.
• Experience with content management systems and tools, such as Service Now.
• Knowledge of HTML, CSS, and Markdown. - A benefit
• Technical support background, with the ability to troubleshoot and resolve client issues. - A
• benefit
• Bachelor's degree in a technical field, or equivalent work experience. - A benefit