[Hiring] Technical Writer T2 @Mindlance

Role Description

This is a fully remote position. We are looking for an IT Knowledge Content Creator to join our team and help us create, maintain, and update our knowledge base and documentation.

• Content should be visually appealing; experience in social media and/or graphical presentations is helpful.
• Responsible for writing clear and concise content that explains our IT solutions, services, and processes to our clients.
• Collaborate with other teams to ensure that our knowledge base and documentation are accurate, consistent, and aligned with our quality standards.
• Provide coaching on how best to use our knowledge process to our knowledge contributors.

Responsibilities

• Write, edit, and proofread content for our knowledge base and documentation, following our process documentation and best practices.
• Ensure that our content is easy to understand, relevant, and up to date.
• Monitor analytics and feedback to identify and prioritize content gaps and improvement opportunities.
• Work with subject matter experts, service owners, developers, and support agents to gather and validate information.
• Use content management systems and tools to publish and update content.
• Monitor and maintain the quality and accuracy of our content.
• Analyse Knowledge Portal and chatbot searches to improve article searchability.
• Provide knowledge creation support to knowledge contributors when needed.
• Train and coach new and existing staff on how to use and contribute to our knowledge base and documentation.
• Stay updated on our products, services, and industry trends.

Qualifications

• Excellent content writing skills, with the ability to write clear, concise, and engaging content for different audiences and purposes.
• Excellent communication skills, with the ability to collaborate with different teams and stakeholders.
• Attention to detail, with the ability to proofread and edit content for grammar, spelling, punctuation, and style.
• Adaptability, with the ability to work in a fast-paced and dynamic environment.
• Ability to learn and closely follow technical processes and guidelines.
• Analytical abilities, with the ability to use data and feedback to improve content quality and effectiveness.
• Experience with content management systems and tools, such as Service Now.
• Knowledge of HTML, CSS, and Markdown.
• Technical support background, with the ability to troubleshoot and resolve client issues.
• Bachelor's degree in a technical field, or equivalent work experience.

Company Description

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.