- Develop comprehensive Runbook and Playbook documentation that meets organizational standards
- Gain deep understanding of products and services, and translate complex information into simple, polished, engaging content
- Write user-friendly content that meets the needs of target audience, turning insights into language for user success
- Develop and maintain detailed database of reference materials, including research, usability tests, and design specifications
- Evaluate current content and develop innovative methods for improvement
Responsibilities
- Gather information from subject-matter experts and develop, organize, and write procedure manuals, technical specifications, and process documentation
- Work with development and support leads to identify documentation repositories, revise and edit, and determine best solutions for data compilation and centralized storage
- Research, create, and maintain information architecture templates that adhere to organizational and legal standards and allow for easy data migration
- Develop content in alternative media forms for maximum usability, with consistent voice across all documentation
Required skills and qualifications
- Three or more years of experience as an effective technical writer
- Proven ability to quickly learn and understand complex subject matter
- Experience in writing documentation and procedure manuals for various audiences
- Superb written communication skills, with a keen eye for detail
- Experience working with engineers to improve user experience (ex: design, UI), refine content, and create visuals and diagrams for technical support content
- Ability to handle multiple projects simultaneously
Preferred skills and qualifications
- Bachelor’s degree (or equivalent) in journalism, communications, or relevant technical field
- SharePoint experience managing shared documentation.
- ServiceNow experience with Knowledge Bases and Knowledge Article creation.
- Effective written and verbal communication skills.
- Good understanding of SDLC (systems development lifecycle)
- Previous experience in software development preferred/
- Professional certification
- Experience in using XML tools to create documentation/