Senior Technical Writer

Optomi, in partnership with a major US retailer, is seeking a Technical Writer to join their IT and Store Systems organization. This long-term remote contract position is open to candidates based in the United States.

• Partnering with cross-functional IT, support, and store operations teams to document and improve troubleshooting processes for in-store systems and products.
• Cleaning up, consolidating, and modernizing legacy documentation to create a more structured, user-friendly knowledge base.
• Designing and implementing documentation standards, templates, and governance to improve consistency and usability.
• Creating clear, step-by-step troubleshooting guides, SOPs, knowledge articles, and process documentation for technical and non-technical audiences.
• Contributing to and organizing documentation within Service Now (knowledge base and ticketing system), while recommending best practices for content structure and taxonomy.
• Driving continuous improvement in documentation quality, accessibility, and searchability across the organization.
• Working autonomously in a fully remote environment while collaborating closely with distributed teams.

• 5+ years of experience as a Technical Writer supporting IT software / enterprise systems.
• Experience documenting troubleshooting procedures, incident resolution workflows, or technical support processes.
• Proven experience cleaning up and restructuring large volumes of legacy documentation.
• Experience working with Service Now as a documentation repository and/or ticketing system (preferred).
• Strong understanding of knowledge management best practices, including information architecture and content governance.
• Ability to translate complex technical concepts into clear, concise documentation for varied audiences.
• Experience collaborating with engineers, support teams, and business stakeholders to gather and validate technical information.
• Excellent written communication, organization, and editing skills.