Technical Writer

The Technical Writer will be an integral part of the service desk team, focusing on the creation, maintenance, and improvement of knowledge assets. The ideal candidate will collaborate with subject matter experts and stakeholders to capture valuable organizational knowledge, ensuring that information is accurate, relevant, and of high quality. This role is critical in capturing, managing, and optimizing the use of knowledge within the company to improve our service delivery and customer support.

Responsibilities:

• Collaborate with subject matter experts and stakeholders to identify and document valuable knowledge within the assigned organizational or functional area.
• Analyze and categorize knowledge assets to maintain accuracy, relevance, and quality.
• Contribute to a collaborative work environment that empowers teams to achieve exceptional results.
• Utilize knowledge management tools and technologies, such as ServiceNow, to effectively capture and maintain Knowledge Articles.
• Employ strong analytical skills to assess knowledge needs, analyze data, and identify trends or patterns that can drive continuous improvement.

Requirements:

• Proven experience as a Technical Writer, preferably within a service desk or IT support environment.
• Familiarity with knowledge management principles and best practices.
• Utilize knowledge management tools and technologies, such as ServiceNow, to capture and maintain Knowledge Articles.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a team-oriented, collaborative environment.
• Collaborate with subject matter experts and stakeholders to identify and document valuable knowledge within the assigned organizational or functional area.
• Apply strong analytical skills to assess knowledge needs, analyze data, and identify trends or patterns that can drive strategic decisions.