IT Technical Writer

OVERVIEW OF POSITION

We are recruiting an IT Technical Writer for our client to support Information Technology initiatives and projects by creating, maintaining, and improving technical and end-user documentation that enhances technology adoption, operational consistency, and service delivery effectiveness across the organization.
This role partners closely with IT managers and leaders, technical teams, project teams, vendors, and business stakeholders to translate complex technical concepts into clear, user-friendly content for associates, managers, and support personnel. Responsibilities include developing "how-to” user guides (Tech Tips), Quick Reference Guides (QRGs), technical documentation, content for the Information Technology intranet page, knowledge base articles, process documentation, IT-related training materials, communication content, and adoption resources for enterprise technology initiatives.
The position serves as a key contributor to change enablement, digital adoption, knowledge management, and continuous improvement efforts by ensuring technology-related information is accurate, accessible, well organized, and aligned with organizational standards.

ESSENTIAL FUNCTIONS

Under the direction of the IT Service Delivery Manager:

• Develops, writes, edits, formats, and maintains technical documentation for IT-owned applications (such as Microsoft 365 and Adobe Acrobat), IT services, technology-related projects and initiatives, and technology-based operational processes.
• Creates and maintains end-user guides, Quick Reference Guides (QRGs), job aids, FAQs, instructional materials, training documentation, and technology adoption resources.
• Partners with technical subject matter experts, project teams, service owners, and IT managers and leaders to gather information and accurately document systems, processes, workflows, and procedures.
• Develops communications, launch materials, and enablement resources for new technology products, feature releases, enterprise rollouts, software implementations, security initiatives, service improvements, and associate onboarding needs.
• Creates, reviews, and maintains IT intranet content, knowledge repository materials, internal communication platform content, and technical materials to ensure accuracy, consistency, readability, branding, accessibility, and alignment with organizational standards, the IT Communications Catalog, and the Marcom style guide and branding kit.
• Documents IT operational procedures, service processes, governance workflows, incident management procedures, change management processes, onboarding activities, service delivery practices, project requirements, meeting outcomes, and process improvements.
• Supports documentation governance, version control, document lifecycle management, department standards, templates, style guides, knowledge management initiatives, and continuous improvement efforts across Information Technology.
• Performs other duties as assigned.

EDUCATION

• Bachelor's degree in Technical Communication, English, Communications, Journalism, Information Technology, Education, Business Administration, Computer Information Systems, Instructional Design, or a related field preferred.
• Associate degree with directly related professional experience may be considered.
• An equivalent combination of education and experience may be considered.
• Technical Writing, Business Analysis, Project Management, Change Management, Microsoft 365, Adobe, ITIL, or related certifications preferred but not required.

EXPERIENCE

• Four or more years of professional technical writing, technical communications, knowledge management, or related documentation experience required.
• Experience creating technology-related documentation, user guides, process documentation, standard operating procedures (SOPs), and training materials required.
• Experience interviewing stakeholders and translating complex technical information into clear content appropriate for adult audiences required.
• Experience using Microsoft 365 applications, Copilot or a similar AI tool, SharePoint, Teams, and modern document management platforms required.
• Experience supporting enterprise technology initiatives, software deployments, digital transformation efforts, or organizational change programs preferred.
• Experience working with IT departments, service delivery organizations, software vendors, or technology projects preferred.
• Experience creating or maintaining knowledge base content, intranet content, learning materials, or online documentation preferred.
• Experience supporting accessibility and inclusive content development preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Advanced technical writing, editing, proofreading, and content development skills.
• Ability to organize complex information into clear, concise, and user-friendly documentation.
• Strong interviewing and information-gathering skills.
• Ability to communicate effectively with technical and non-technical audiences.
• Strong knowledge of documentation principles, style guides, content standards, and information organization methodologies.
• Ability to develop documentation that supports organizational change, technology adoption, and end-user enablement.
• Strong analytical and critical-thinking skills with attention to detail.
• Ability to independently manage multiple projects, priorities, deadlines, and stakeholder expectations while keeping the manager proactively informed and following escalation practices.
• Proficiency with Microsoft 365 applications, including Word, PowerPoint, and Excel.
• Familiarity with knowledge management systems, content management systems, and documentation repositories.
• Strong collaboration, facilitation, customer service, and relationship-building skills.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Ability to work effectively with cross-functional teams throughout the organization.
• Experience using AI-assisted content creation tools and modern content development technologies preferred.
• Bilingual English/Spanish skills preferred but not required, when beneficial to associate support needs.