IT Technical Writer

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling, or keeping you safe with our H.E.L.P. trucks, we are committed to delivering significant benefits and services to customers.

The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.

Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility, and sustainability, maintain the safety and efficiency of the Tollway system, further transparency, and accountability, enhance customer service, and maintain public trust.

In alignment with the Tollway’s strategic vision, the IT Technical Writer will develop clear documentation for users and support our product objectives. This role will collaborate closely with Application development, product management, and external entities to produce clear, comprehensive documentation spanning the entire user journey—from onboarding guides to advanced feature explanations as well as technical support documents. Responsibilities include developing documentation strategy, creating various content types, and ensuring technical content meets the highest standards of clarity and usability.

• Develop, organize, and write user guides, manuals, instruction documents, FAQs, and knowledge base articles for software, hardware, APIs, and IT processes. Generate innovative ideas for content and workflow solutions.
• Collaborate with subject-matter experts, engineers, developers, and product managers to gather accurate technical information.
• Plan and maintain documentation repositories, ensuring content is up-to-date and structured for easy navigation.

• Review and edit documents for clarity, consistency, grammatical accuracy, and proper formatting.
• Create Visual Aids including diagrams, charts, and visuals to enhance user comprehension.

• Ensure documentation adheres to relevant standards, regulations, and organizational guidelines.
• Update documentation for enhancements, new features, and process changes; maintain a library of technical documents.
• Translate technical jargon into user-centric focused accessible language for non-technical audiences, supporting product adoption and reducing support ticket volume. Determine the clearest and most logical way to present information for greatest reader comprehension.

• Bachelor’s degree in Technical Communication, English, Journalism, Computer Science, Engineering, or a related field from a four-year accredited university. Professional certifications (e.g., Certified Professional Technical Communicator - CPTC) are highly desirable.

• Minimum 3 years experience in technical writing, preferably in IT, software development, or engineering environments.
• Ability to understand complex technical information and convey it effectively.
• Exceptional writing, editing, and proofreading skills.
• Excellent collaboration, communication, and interpersonal skills to work with various technical teams and stakeholders.
• Proficient with documentation software tools such as Microsoft Office, including Visio, Adobe Suite applications, Canva, content management systems, and other various technical communication tools.
• Comprehensive…