Technical Writer T2 (USA) (IT Knowledge Content Creator)
Mindlance•Newtown Square, PA
•Remote
About The Position
This fully remote position is for an IT Knowledge Content Creator who creates, maintains, and updates a knowledge base and documentation. The content should be visually appealing and explain IT solutions, services, and processes clearly to clients. The role collaborates with other teams to keep content accurate, consistent, and aligned with quality standards, and provides coaching to knowledge contributors on using the knowledge process.
Requirements
- Excellent content-writing skills, including the ability to create clear, concise, and engaging content for different audiences and purposes.
- Excellent communication skills and ability to collaborate with different teams and stakeholders.
- Attention to detail and ability to proofread and edit for grammar, spelling, punctuation, and style.
- Adaptability and ability to work in a fast-paced, dynamic environment.
- Ability to learn and closely follow technical processes and guidelines.
- Analytical abilities, including using 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.
Nice To Haves
- Experience in social media and/or graphical presentations.
- Technical support background and ability to troubleshoot and resolve client issues.
- Bachelor's degree in a technical field, or equivalent work experience.
Responsibilities
- Write, edit, and proofread knowledge-base and documentation content according to process documentation and best practices.
- Keep content understandable, relevant, and up to date.
- Monitor analytics and feedback to identify and prioritize content gaps and opportunities for improvement.
- Gather and validate information with subject matter experts, service owners, developers, and support agents.
- Use content management systems and tools to publish and update content.
- Monitor and maintain content quality and accuracy.
- Analyze Knowledge Portal and chatbot searches to improve article searchability.
- Provide knowledge-creation support to contributors as needed.
- Train and coach new and existing staff on using and contributing to the knowledge base and documentation.
- Stay updated on products, services, and industry trends.
