Technical Writer

As our technical writer, you will be part of a team responsible for the quality, discoverability and accuracy of IT Helpdesk-related documentation. You will be responsible for creating and maintaining articles that provide clear, concise information on IT services and self-service and troubleshooting guides for employees and Helpdesk technicians. You will do hands-on research and obtain necessary technical input from subject matter experts and cross-functional partners while translating it into clear, concise, structured documentation. This role will require you create documentation from scratch, edit documentation contributed from relevant partners, and update and reorganize existing documentation.

Job Responsibilities

Create and maintain Helpdesk documentation for employees and technicians.
Review and action documentation change requests.
Work with the business teams to understand business processes and activities
Create styles guides and develop quality measurement criteria for the content
Create user friendly help files, explainer videos and tutorials for internal and external users
Work closely with SMEs and cross-functional partners to ensure the quality, discoverability, and accuracy of the content you create and develop.
Create and edit scripts for self-service video content.
Review feedback groups, respond to questions or escalate, and create tasks for updates as needed.
Review documentation groups for relevant updates, and create recommendations for feature implementation, or process improvements.
Maintain and update our Content Map.

Skills:

Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
Ability to work independently and manage one’s time.
Basic mentoring skills necessary to provide support and constructive performance feedback.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Knowledge of media production, communication and dissemination techniques and methods.
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Knowledge of computer software, such as Adobe, JavaScript, Oracle, etc.
Familiarity with AI powered content management tools

Education/Experience:

Bachelor's degree required.
3+ years of technical writing and/or content strategy experience.