Technical Writer

Note: No sponsorship or third-party subcontracting.

Seeking a Technical Writer with strong IT Infrastructure experience to create and manage clear, accurate documentation that supports operational consistency, governance, and readiness for an outsourced Level 1/2 support model. This role owns the infrastructure knowledge base and partners with engineering, architecture, security, and ITSM teams to standardize processes and ensure documentation meets enterprise and audit requirements.

• Develop and maintain infrastructure policies, SOPs, standards, and runbooks.
• Build and govern a centralized knowledge base with templates, taxonomy, and review cycles.
• Document Level 1/2 support procedures, troubleshooting steps, and escalation paths.
• Translate technical information into clear, usable content for varied audiences.
• Manage document versioning, approvals, publishing, and lifecycle processes.
• Ensure documentation aligns with ITIL practices and security/compliance requirements.
• Identify documentation gaps and improve quality and consistency.

• 3-7 years of technical writing experience in IT or infrastructure environments.
• Strong background documenting operational procedures and support workflows.
• Familiarity with ITIL/ITSM (certification preferred).
• Experience managing knowledge bases or documentation libraries.
• Excellent writing, organization, and stakeholder-management skills.
• Strong version-control and documentation governance discipline.

• Understanding of infrastructure domains (network, compute, storage, cloud, virtualization).
• Experience with Secure-by-Design or architecture governance.
• Knowledge of tools like SharePoint, Confluence, or Service Now Knowledge.
• Experience supporting outsourced service desk transitions.