Overview
On Site
Hybrid
Full Time
Accepts corp to corp applications
Contract - W2
Skills
Standard Operating Procedure
Collaboration
Taxonomy
Auditing
Gap Analysis
Management
Version Control
Confluence
ZEN
Salesforce.com
Analytics
Business Analysis
Research
Fluency
Facilitation
Presentations
Editing
Knowledge Base
Communication
FOCUS
Clarity
Usability
Knowledge Management
Documentation
ServiceNow
Zendesk
Meta-data Management
Software Development
Job Details
Job Description and Role
- Develop, organize, and maintain a structured knowledge base and self-service content repository.
- Create user manuals, FAQs, standard operating procedures (SOPs), process documentation, and how-to guides.
- Collaborate with SMEs, engineers, product managers, and support staff to gather accurate and up-to-date information.
- Establish content standards, templates, taxonomy, and style guides for consistency across all documentation.
- Conduct content audits and gap analyses to improve accuracy and completeness.
- Manage version control and documentation lifecycle across updates and releases.
- Work within knowledge management platforms (e.g., Confluence, SharePoint, Zen desk, Service Now, Salesforce Knowledge, or others).
- Ensure knowledge base content is easily searchable, discoverable, and accessible to the intended audience.
- Incorporate feedback from users and continuously improve documentation based on usage and analytics.
General Experience
- Experience conducting business analysis and research.
- Ability to make complex analyses of data and information and make recommendations.
- Comfortable engaging with stakeholders across all levels to gather feedback and requirements and ensure alignment with business needs and priorities.
- Fluent in preparing written materials and facilitating presentations and formal briefings.
- Exceptional communications skills.
Qualifications
- 5+ years of experience as a Technical Writer, Knowledge Manager, or similar role.
- Proven experience building or revamping knowledge base systems from the ground up.
- Strong written and verbal communication skills with a focus on clarity and usability.
- Proficient with knowledge management and documentation tools (e.g., SharePoint, ServiceNow, Zendesk Guide, or similar).
- Ability to translate technical concepts into simple, actionable content.
- Familiarity with content organization strategies like topic-based authoring, metadata tagging, and content hierarchies.
- Experience working with technical teams in IT, product, or software development environments.
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