Technical Writer

TEKsystems•Durham, NC

1d•$34 - $45•Hybrid

About The Position

This person will be creating support documents to be consumed by customers to assist with support services, utilizing the Knowledge-Centered Service® (KCS) methodology. We are at the beginning of a huge Knowledge Management shift to KCS. Most content will be created in automation, but must be reviewed/approved/managed by humans. So applicants with some knowledge management experience could be a good fit. The docs are still troubleshooting and remediation guides and are focused on specific scenarios/defects/conditions that are either not covered in the standard technical docs, or not in enough detail. You will power the intellectual capital (IC) delivery efforts by authoring and updating web-searchable customer self-help documentation that meets external documentation requirements in a Knowledge-Centered Service® (KCS) environment. Specifically, these Technical Writers ensure the technical content prepared by themselves and engineers meets the company and industry norms for content, format and findability and deliver positive outcomes for our customers. The IC Digitization team in the Workflow & Intellectual Capital organization in Engineering - We target measurable aspects of the CX Centers environment to identify innovative ways to create new content or provide relevant knowledge articles to users inside our customer support workflows. Our goal is to improve the customer experience by first increasing the productivity of CX Centers' personnel, and them making appropriate self-help content available to customers and partners. You will enable engineer-authored content that is limited to internal use to reach that wider audience.

Requirements

Have a BA/BS, preferably in Technical or Business Writing, Communication, English, or Journalism. Other degree fields are acceptable if you have professional writing experience.
Enthusiastic about working as a technical writer and knowledge manager, including writing, editing and managing technical documentation while collaborating with a wide range of subject matter experts.
Self-motivated and enjoy working independently and as part of a team.
You thrive on creating positive and effective relationships and being a contributing member of a cohesive and dynamic team.
Able to manage within ambiguity and change and can juggle multiple complex projects at an extremely fast pace.
Excellent writing and editing skills; including having advanced competency in English grammar, mechanics, and syntax.
Excellent formatting skills, using tools like Microsoft Excel, Visio, PowerPoint, and Word.
Excellent oral, interpersonal communications, and presentation skills.
Able to make complex and technical documentation easily understandable to experienced and inexperienced and technical and non-technical users.
Understanding of SEO techniques and how to incorporate them in document content and structure to maximize findability
Ability to assess unclear thinking, recognize gaps in process, and identify patterns and differences between various forms of documentation.
Able to resolve issues quickly and efficiently, seeking cooperation and consensus.
Highly organized with excellent follow-through.
Basic familiarity with ISO standards regarding documentation requirements.
HTML formatting/markup for online content
Applying the KCS® methodology for enterprise knowledge creation and management

Nice To Haves

KCS certification or knowledge along with knowledge of integrating AI into Tech Writing
Ideally someone who produced content for network infrastructure teams/companies.
they want people who have done Technical Writing in an IT setting, creating docs on how to fix product defect issues.
KCS Certification and Evolve Loop experience a plus

Responsibilities

Collaborate with organizational partners, including functional leads, project managers, subject matter experts, and process architects to develop, revise, and maintain a variety of product-specific troubleshooting and remediation documents.
Work with functional teams and technical resources to continuously improve document quality and usability.
Handle a rigorous workload of small to large documentation projects simultaneously, while meeting completion deadlines
Contribute to organizational projects, based on your skill set and interests, including optimizing and standardizing internal content management tools, policies, processes, and procedures.
Regularly participate in project, knowledge management, and organizational team meetings.
Use Microsoft Word, Excel, PowerPoint, SharePoint and Visio to develop and edit management and technical documentation.
Create and manage SharePoint content and multi-level sites for internal communication and training content
Use Company-proprietary authoring and editing tools such as Tech Zone, KACES and Content Creation Wizard to manage knowledge article content
Publish knowledge articles IAW the KCS® methodology; train CX support professionals to apply the Publishing standards by themselves; monitor and audit their Publishing performance
Conduct periodic Process Adherence Reviews (PAR) IAW the KCS® methodology and identify trends requiring attention
Store documentation in the proper repositories in compliance with organizational and international standards.
Apply organizational and international standards to documentation to ensure audit readiness.
Inspire change by identifying impacts to the organization, building awareness and support for change within the organization, and contributing to the development of the organization.