Technical Writer; Confluence​/IT Support Processes

Blutic is looking for a detail-oriented Technical Writer with 3+ yrs experience in Confluence to support our IT organization by creating and standardizing support process documentation. This role will focus on developing clear, user-friendly guides and knowledge base articles that empower our Tier 1 Service Desk team to assist internal employees effectively. The ideal candidate will collaborate closely with Tier 2 Service Desk agents to capture technical details and ensure all documentation meets current standards for accuracy, consistency, and usability.

This is a 100% remote position with the project duration of approx. 2.5 months, till end of year 2025

Responsibilities:

Create, update, and standardize support process documentation in Confluence for Tier 1 Service Desk use.

Review existing documentation and knowledge base articles; edit and improve to align with current style and formatting standards.

Collaborate with Tier 2 Service Desk agents and subject matter experts to gather technical details and translate them into clear, easy-to-follow procedures.

Ensure all documentation is structured to support efficient troubleshooting and resolution by Tier 1 agents.

Maintain version control and documentation lifecycle best practices in Confluence.

Contribute to knowledge management initiatives by suggesting improvements to structure, taxonomy, and content organization.

Provide guidance to Service Desk staff on how to use Confluence documentation effectively.

Qualifications:

3+ years of professional experience as a Technical Writer, Knowledge Management Specialist, or similar role.

Hands-on experience working with Confluence to create, edit, and manage technical documentation.

Familiarity with IT Service Desk environments, IT support processes, or ITIL-based frameworks.

Proven ability to translate technical information into clear, concise, and actionable documentation.

Experience collaborating with technical teams and stakeholders to gather information and validate accuracy.

Skills:

Strong writing, editing, and content organization skills.

Proficiency with Confluence (page formatting, templates, macros, permissions, and structure).

Ability to simplify complex technical processes into step-by-step instructions for non-technical users.

Excellent communication and collaboration skills to work effectively with Tier 2 Service Desk agents and IT staff.

Strong attention to detail, consistency, and adherence to documentation standards.

Familiarity with knowledge management best practices and process documentation.

Job

BT-J0238

Job Type

Full Time

Location

United States

Date Posted

8 October 2025

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