Technical Writer - Hybrid 3 days

Simple Solutions • Dallas, TX

32d • Hybrid

About The Position

The Technical Writer will join the Information Security team on a contractor basis and lead an audit and overhaul of the existing Enterprise ServiceNow Knowledge Base. The role produces clear, human-friendly documentation for a diverse employee audience, including technical engineers and non-technical business users. Responsibilities include rewriting outdated procedures, runbooks, and how-to content so it is easy to find, understand, and use.

The writer will assess content quality and gaps, develop a prioritized remediation roadmap, establish knowledge base standards, and create and publish documentation in plain language. The position requires independent research and active collaboration with employees and subject matter experts to verify accuracy and reflect current processes. The writer will also manage a writing queue, incorporate feedback, and keep content current as systems and processes change.

This is a contractor role located in Coppell, Texas, with three days onsite and a mandatory in-person interview.

Requirements

• At least 5 years of demonstrated experience leading documentation or knowledge management initiatives, or equivalent experience.
• Ability to translate complex technical concepts into clear, plain-language documentation for non-technical audiences.
• Expertise writing for both technical and non-technical audiences.
• Working familiarity with information technology and technical writing sufficient to ask relevant questions and get up to speed quickly.
• Excellent judgment about when documentation is clear enough, including confidence to push back on unnecessary complexity or jargon from subject matter experts.
• Experience establishing or improving content standards, templates, or style guides.
• Proficiency with Microsoft 365, including Word, Excel, SharePoint, and Teams.
• Experience with AI writing tools, including practical prompt engineering knowledge and the ability to judge appropriate use and verify factual accuracy.

Nice To Haves

• Experience with knowledge base platforms, particularly ServiceNow.
• Hands-on experience documenting IT or security procedures, access controls, or incident response, or comparable content in a regulated or operations-driven environment.
• Background in information architecture, content strategy, or UX writing.
• Experience in mortgage banking, financial services, or another regulated industry.

Responsibilities

• Audit the existing Enterprise ServiceNow Knowledge Base to assess content quality and gaps, and deliver a prioritized remediation roadmap.
• Define and document knowledge base content standards for voice, tone, structure, taxonomy, metadata tagging, and article lifecycle management.
• Write and publish procedures, end-user guides, runbooks, and articles in plain language for technical and non-technical staff.
• Research content thoroughly and proactively identify and contact employees or teams with relevant knowledge of tools and processes.
• Partner with subject matter experts to validate technical accuracy, resolve gaps, and ensure documentation reflects current processes and workflows.
• Develop and maintain content templates, style guidelines, and tagging conventions within ServiceNow.
• Prioritize and manage a writing queue with minimal supervision, flagging blockers early.
• Incorporate team-review feedback and update content as systems and processes change.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed