Technical Writer (PMO

Technical Writer Position

Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and detail-oriented Technical Writer to support the Program Management Office (PMO) documentation and communications functions of our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is a talented and versatile writing professional with demonstrated experience developing clear, accurate, and professionally polished technical documentation, program reports, and communications products in a structured government services environment.

They bring exceptional writing and editing skills, strong organizational abilities, and the capacity to translate complex technical and operational concepts into accessible, well-structured written products that meet the needs of diverse audiences ranging from frontline call center staff to senior government leadership. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers.

This position is located in Nashville, Tennessee.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Technical Writer will be responsible for the development, maintenance, and continuous improvement of a comprehensive suite of technical documentation, program management products, and communications materials supporting the IT Call Center program's PMO and operational functions. This individual will work closely with the Program Manager, Deputy Program Manager, Call Center Operations Manager, data analysts, and technical team members to gather information, document processes, and produce high-quality written products that support program delivery, contractual compliance, and stakeholder communication objectives.

Principal responsibilities will include but are not limited to:

• Develop, maintain, and continuously improve a comprehensive library of technical documentation and program management products supporting IT Call Center operations, including standard operating procedures (SOPs), operational playbooks, process guides, training materials, knowledge base articles, and quick reference guides.
• Collaborate closely with the Program Manager, Deputy Program Manager, Call Center Operations Manager, and technical subject matter experts to gather, validate, and accurately document operational processes, technical configurations, system workflows, and program management procedures.
• Lead the preparation and editing of customer-facing program deliverables including monthly and quarterly status reports, program performance summaries, transition plans, corrective action plans, and executive briefing materials, ensuring all products are accurate, professionally written, and delivered on time.
• Develop and maintain program management documentation including program management plans, quality management plans, risk management plans, communications plans, and other PMO governance documents required by the contract and government customer.
• Design and maintain standardized documentation templates, style guides, and writing standards for the IT Call Center program, ensuring consistency, professionalism, and alignment with government customer formatting and branding requirements across all written products.
• Support the development and maintenance of the program's knowledge management framework, including the organization, maintenance, and continuous improvement of SharePoint document libraries, knowledge base repositories, and program document archives.
• Assist in the preparation of program transition documentation, including transition-in and transition-out plans, knowledge transfer documents, and incumbent program documentation packages.
• Develop clear and engaging training materials, user guides, job aids, and onboarding documentation for call center staff, supervisors, and program team members, supporting effective knowledge transfer and staff development initiatives.
• Review and edit technical documentation, reports, and communications products produced by program team members, providing constructive feedback and making revisions to ensure all written outputs meet established quality, accuracy, and style standards.
• Support the development of data-driven program reports and executive briefing materials by collaborating with data analysts to incorporate performance metrics, charts, graphs, and data visualizations into professionally formatted written products.
• Assist in the preparation of contract deliverable submissions, ensuring all required documentation is accurately compiled, formatted, reviewed, and submitted in accordance with contractual deadlines and government customer requirements.
• Coordinate document review and approval workflows, tracking the status of documents through the review, revision, and approval process…