Technical Writer

We are seeking a detail-oriented and collaborative Knowledge Architect to lead end-to-end knowledge management efforts that ultimately power the chatbot. This includes partnership with COEs on the strategic development, governance, and maintenance of our knowledge. This role is essential to ensuring the chatbot delivers accurate, accessible, and high-quality information to users. The successful candidate will serve as the primary steward of knowledge content while building strong partnerships across their COEs.

• Author high-quality knowledge articles, procedures, and documentation in line with annual cycles, events and activities for respective COE(s)
• Enforce knowledge governance policies, including content approval workflows, timely review cycles, stakeholder alignment (e.g. PSC), version control standards and change management for all knowledge content
• Implement quality control processes for knowledge article creation, updates, and retirement
• Conduct regular content audits to ensure accuracy, relevance, and compliance with organizational standards, including knowledge article retirement and archival processes
• Build and maintain strategic partnerships with Centers of Excellence across the organization and proactively coordinate with COE partners to ensure their specialized knowledge is accurately represented
• Serve as the primary liaison between technical teams and business stakeholders for knowledge-related initiatives
• Troubleshoot technical issues and be able to discern what is a knowledge gap vs a hallucination vs platform bug
• Stay current with Service Now updates and best practices for knowledge management

• 3-5 years of experience in knowledge management, technical writing (being able to take content given by COEs – FAQs being able to translate but not writing code), or content strategy

• 2+ years of hands‑on experience with Service Now platform, preferably in knowledge management
• Experience working with chatbot or AI‑powered support systems using natural language processing or AI/ML concepts
• Proven track record of collaborating with cross‑functional teams and subject‑matter experts
• Proficiency in Service Now Knowledge Management module
• Strong understanding of content management systems and information architecture
• Familiarity with analytics tools for measuring content performance
• Ability to translate complex technical concepts into user‑friendly content
• Project management skills with ability to manage multiple initiatives simultaneously
• Background in technical documentation or instructional design