Senior Technical Writer

Job Title: Senior Technical Writer

Location: Remote

Duration: 12 months

1. Sr. writer who can provide guidance on playbooks, SOP’s
2. Write the rough draft so the current writers can prepare the article
3. Sr. writer should think at Enterprise level and own KMS Lighthouse/Servicenow
4. Review the templates and provide suggestions
5. Work with Tier 1 support agents and update the articles
6. Redesign KMS lighthouse

Key Responsibilities

1. Documentation Creation & Maintenance

• Develop and maintain a wide range of IT service documentation, including:
• System architecture and design documents
• Installation, configuration, and deployment guides
• API and integration documentation
• User manuals, admin guides, and troubleshooting guides
• Standard Operating Procedures (SOPs) and runbooks
• Help Center and Knowledge Base (KB) articles
• Convert complex technical information into clear, concise, and accessible content.

2. Collaboration With Technical & Service Teams

• Work closely with developers, QA engineers, DevOps, solution architects, and service delivery teams to gather accurate information.
• Participate in sprint ceremonies, technical discussions, and requirement workshops.
• Validate documentation content through interviews, demos, and hands‑on testing.

3. IT Service Management (ITSM) Documentation

• Document IT service processes aligned with ITIL practices, such as:
• Incident, problem, and change management
• Release and deployment processes
• Service request workflows
• Ensure documentation supports operational readiness and service transition.

4. Version Control & Documentation Governance

• Manage documentation repositories (Confluence, SharePoint, Git, etc.).
• Maintain version history, ensure proper approvals, and enforce documentation standards.
• Create and maintain templates, style guides, and formatting guidelines.

5. Quality Assurance

• Review documents for accuracy, clarity, consistency, and compliance with organizational standards.
• Conduct peer reviews and incorporate feedback from SMEs and stakeholders.
• Ensure documentation is localization-ready where applicable.
• Ensure documentation is updated in sync with product or service changes.

6. Training & Knowledge Transfer Support

• Prepare training materials, onboarding guides, and walkthrough content for internal teams and clients.
• Support knowledge transfer sessions during service transition or project handover.

7. Continuous Improvement

• Identify gaps in existing documentation and propose improvements.
• Streamline documentation processes to enhance efficiency and usability.
• Advocate for documentation best practices across the project.

8. Success Metrics

• Reduction in support escalations due to documentation clarity
• Improved operational readiness during service transitions
• Increased knowledge base utilization
• Reduced SME rework cycles
• On-time documentation aligned with sprint releases