Technical and Knowledge Writer

Technical and Knowledge Writer

Requirements

• Requires a bachelor’s degree in a related discipline (e.g., IT, Technical Writing, English, or Communications) and 2 – 4 years of prior relevant experience or a master’s degree with less than 2 years of prior relevant experience.
• Ability to communicate effectively: You must be able to communicate technical ideas and questions in a clear and concise manner, both verbally and written, and in a professional manner.
• Ability to write effectively: You must be able to write new documents as well as update existing ones with the following skills: proactive thinking, conciseness, logical organizing of ideas, excellent proofreading skills, and excellent use of proper grammar, punctuation, and sentence structure. And you must write with an understanding that subtle changes can have broad changes in meaning.
• Analytical skills: Ability to correctly determine what should be said or written and what should be excluded, based on the audience and the intended outcome. After completing the training process, you must be able to recall the team’s operating procedures and independently determine appropriate next steps for assigned tasks and apply past learnings consistently.
• Listening skills: Ability to follow a complex technical conversation, understand what information is relevant, and ask pertinent questions to solve the immediate problems.
• Collaboration skills: Ability to work flexibly within your team and across multiple teams on shared tasks and products.
• Ability to maintain a steady pace of working throughout the day.
• Ability to work independently with minimal assistance from peers and POCs.
• Ability to correctly prioritize your daily work with the priorities of the team’s work load in mind and independently meet deadlines.
• Ability to switch focus, take on ad-hoc tasks, and change priorities on short notice.
• Ability to create and update emails, meeting notes, and reports with professionalism, effective writing, accuracy, attention to details, proactivity, and necessary background information, as needed.
• Ability to maintain a “can do” attitude.
• Ability to use Microsoft 365 applications.
• Ability to review, modify or create technical process steps including capturing and marketing up images for how-to approaches in plain language.
• Be able to lead some meetings with other program staff and some customer individuals that you work with regularly, on behalf of the KM team.
• Act as a knowledge lead for larger projects and efforts.
• Experience with multi-tasking and prioritizing six or more tasks at a time.
• Experience supporting projects in a fast-paced environment.

Responsibilities

• Write, edit, proofread and/or provide writing support for end user articles, such as FAQs and how-to guides with minimal proofreading errors, logical organization, and correct wording. And ensure that articles meet customer standards.
• Write, edit, proofread and/or provide writing support for IT troubleshooting articles, with minimal proofreading errors, logical organization, and correct wording.
• Consult relevant sources, including subject matter experts, documents (and research), and client and project personnel, to obtain background information.
• Successfully learn and apply understanding of technical initiatives and processes for assigned tasks.
• Analyze task tickets and draw from prior experiences to determine what needs to be done to resolve tickets in a timely manner.
• Review your peer’s work and that of CKT team members.
• Create reports using the ServiceNow platform and Excel.
• Complete team and ad-hoc tasks within required timeframe.
• Attend and participate in meetings.
• Explain solutions, practices and procedures to others within the organization.
• Work successfully within project teams and manage work independently through these processes, including internal and customer review and approval processes.
• Act as a knowledge lead for IT projects and efforts in the customer’s IT environment.
• Work collaboratively as part of the Communications, Knowledge, and Training Team and in a matrix environment that includes project managers, IT engineers, and service delivery professionals.

Preferred Qualifications

• Experience supporting an IT help desk/service desk with knowledge content or other support systems
• Experience using HTML
• Experience using the ServiceNow platform or similar platform
• ServiceNow badges or certification
• Experience using the Amaze Builder app
• Experience using Jira and Confluence
• Experience with the Scrum methodology
• A basic understanding of and interest in IT language (acronyms, expressions, and technical terms).