Description of tasks

Draft and revise various technical documents, including ServiceNow templates, User Guides, SOPs, SDPs, knowledge base articles, and troubleshooting guides.

Simplify complex technical information to ensure it is accessible and usable for both End Users and IT Agents.

Format and structure documentation to improve readability and user-friendliness, incorporating diagrams, screenshots, and other visual aids as necessary.

Conduct meticulous checks on documents to ensure compliance with content standards, terminology, and naming conventions, as well as accuracy and currency.

Provide guidance and assistance to IT support staff regarding documentation best practices and standards.

Knowledge and skills

Bachelor’s degree in Technical Writing, English, Information Technology, or related field (Master’s degree preferred).

Minimum of 5 years of experience as a Technical Writer in IT Support Services.

Minimum of 3 years of experience with IT documentation tools such as ServiceNow, Confluence, and SharePoint.

Strong knowledge of IT terminology and concepts, facilitating quick comprehension of complex technical information. Proficiency in spoken and written English is required, with a mandatory C1 certification.