Technical Writer

Job Description

The IT Service Operations team is seeking a highly organized, detail-oriented professional to support the creation, maintenance, and continuous improvement of operational documentation, knowledge management resources, and standard operating procedures (SOPs). This role will work closely with IT Service Operations, technical teams, and business stakeholders to ensure processes are clearly documented, easily accessible, and consistently maintained across the organization. This is not a traditional administrative support role, nor is it a deeply technical engineering position. Instead, the ideal candidate will have strong documentation, process analysis, and communication skills, combined with the ability to work effectively in a technical environment and translate complex information into clear, structured, and actionable resources.

Skills and Requirements

Experience creating, maintaining, or managing technical documentation, knowledge base articles, SOPs, or process documentation Strong technical writing and communication skills with the ability to simplify complex information for various audiences Experience gathering requirements and information from technical and non-technical stakeholders Ability to understand technical concepts and processes without serving as a hands-on engineer or developer Experience supporting process improvement, operational documentation, or knowledge management initiatives Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously Ability to work independently in evolving environments where processes may not yet be fully defined Experience with Microsoft 365, SharePoint, or similar documentation/content management platforms Experience supporting IT Service Management (ITSM), Service Operations, Help Desk, or Infrastructure teams Familiarity with ITIL principles, incident management, change management, or service delivery processes Experience creating documentation related to governance, compliance, operational standards, or policy development Exposure to enterprise environments utilizing Microsoft 365, SharePoint, ServiceNow, or similar platforms Experience within public sector, municipal, or highly regulated environments Background in business analysis, process analysis, knowledge management, or organizational change initiatives

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].