Technical Writer

Description

General Purpose: Seeking a remote Technical Writer to support employees and internal customers. The Technical Writer will use their expertise to create and maintain content for a centralized knowledge base using ServiceNow. This role involves collaborating with key stakeholders across the business to ensure all support content is accurate, up-to-date, and relevant. Responsibilities include communicating updates, documenting changes, and publishing knowledge in the appropriate repositories. The Technical Writer may occasionally deliver training and will regularly contribute to the operational requirements of the department.

Reports to:

Director, Operations Learning & Development

Essential Duties and Responsibilities:

• Define, create, and publish accurate support content, including Standard Operating Procedures (SOPs), Troubleshooting Guides, Known Errors, FAQs, How-tos, and Protocols in a centralized knowledge base.
• Regularly review, update, and edit existing documentation for consistency, accuracy, clarity, readability, grammar, and spelling to ensure it meets company standards.
• Collaborate with subject matter experts to identify, interpret, and analyze existing knowledge articles and protocols. Provide proof of the final product before publication and communicate new or updated items to support teams.
• Respond to employee feedback on knowledge articles and make updates as necessary.
• Advocate for workflow efficiencies within the team to meet department goals. Identify and report any issues that could impact quality and support initiatives to improve overall quality.
• Flexibility to work varied schedules, including overtime, weekends, and public holidays as required to meet business needs.

Requirements

Required Qualifications:

• 2 years of experience in writing technical user guides and/or support material.
• Degree or relevant third-level qualification.
• Flexibility and adaptability with the ability to work under pressure across multiple time zones. Flexibility in working hours is a must.
• Excellent writing skills, especially with technical IT concepts, ensuring clarity for internal employees.
• A working knowledge of HTML, XML, Java, and JavaScript is a plus.
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) and structured Word documents based on templates and styles.
• Experience with screen capture techniques and image editing software.
• Strong technical aptitude with the ability to quickly learn customized systems and processes.
• Ability to compile and communicate complex information effectively to enable accurate decision-making.
• Ability to adapt to change and take calculated risks to achieve objectives, even with incomplete information.
• Strong interpersonal skills and the ability to effectively communicate with senior management.
• Dedicated to meeting internal customer expectations and using feedback to improve products and services.
• Proven track record of providing excellent customer care and achieving statistical targets.
• Ability to work independently while also contributing to a team environment.
• Professional, approachable, trustworthy, and reliable.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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