Technical Writer

Top Skills' Details

• KCS certification or knowledge along with knowledge of integrating AI into Tech Writing
• Create and manage SharePoint content and multi-level sites for internal communication and training content
• Ideally someone who produced content for network infrastructure teams/companies.
• Technical writing experience in an IT setting, creating docs on how to fix product defect issues.

This person will be creating support documents to be consumed by customers to assist with support services, utilizing the Knowledge-Centered Service (KCS) methodology. We are at the beginning of a huge Knowledge Management shift to KCS. Most content will be created in automation, but must be reviewed/approved/managed by humans. Applicants with knowledge management experience could be a good fit. The documents are still troubleshooting and remediation guides focused on specific scenarios/defects/conditions that are not covered in the standard technical docs or not in enough detail.

You will power the intellectual capital (IC) delivery efforts by authoring and updating web-searchable customer self-help documentation that meets external documentation requirements in a Knowledge-Centered Service (KCS) environment. Specifically, these Technical Writers ensure the technical content prepared by themselves and engineers meets the company and industry norms for content, format and findability and deliver positive outcomes for our customers.

The IC Digitization team in the Workflow & Intellectual Capital organization in Engineering. We target measurable aspects of the CX Centers environment to identify innovative ways to create new content or provide relevant knowledge articles to users inside our customer support workflows.

Our goal is to improve the customer experience by first increasing the productivity of CX Centers' personnel and then making appropriate self-help content available to customers and partners. You will enable engineer-authored content that is limited to internal use to reach that wider audience.

• Collaborate with organizational partners, including functional leads, project managers, subject matter experts, and process architects to develop, revise, and maintain a variety of product-specific troubleshooting and remediation documents.
• Work with functional teams and technical resources to continuously improve document quality and usability.
• Handle a rigorous workload of small to large documentation projects simultaneously, while meeting completion deadlines.
• Contribute to organizational projects based on your skill set and interests, including optimizing and standardizing internal content management tools, policies, processes, and procedures.
• Regularly participate in project, knowledge management, and organizational team meetings.
• Use Microsoft Word, Excel, PowerPoint, SharePoint and Visio to develop and edit management and technical documentation.
• Create and manage SharePoint content and multi-level sites for internal communication and training content.
• Use Company-proprietary authoring and editing tools such as Tech Zone, KACES and Content Creation Wizard to manage knowledge article content.
• Publish knowledge articles IAW the KCS methodology; train CX support professionals to apply the publishing standards by themselves; monitor and audit their publishing performance.
• Conduct periodic Process Adherence Reviews (PAR) IAW the KCS methodology and identify trends requiring attention.
• Store documentation in the proper repositories in compliance with organizational and international standards.
• Apply organizational and international standards to documentation to ensure audit readiness.
• Inspire change by identifying impacts to the organization, building awareness and support for change within the organization, and contributing to the development of the organization.

• Have a BA/BS, preferably in Technical or Business Writing, Communication, English, or Journalism. Other degree fields are acceptable if you have professional writing experience.
• Enthusiastic about working as a technical writer and knowledge manager, including writing, editing and managing…