Technical Writer - Hybrid 3 days

Technical Writer - Hybrid 3 days

Technical Writer with 5-10 years experience

Client is looking for a curious and proactive, detail-oriented Technical Writer to join our Information Security team on a contractor basis. In this role, you'll lead the audit and overhaul of an existing Enterprise ServiceNow Knowledge Base, producing high-quality documentation that serves a diverse employee audience, from technical engineers to non-technical business users. You'll rewrite outdated procedures, runbooks, and how-to content into clear, human-friendly documentation that's easy to find, understand, and use.

Principal Duties

·       Lead an audit of the existing Enterprise ServiceNow Knowledge Base (KB) to assess content quality and gaps, and deliver a prioritized remediation roadmap.

·       Define and document KB content standards covering voice, tone, structure, taxonomy, metadata tagging, and article lifecycle management.

·       Write and publish procedures, end-user guides, runbooks, and articles in plain language accessible to both technical and non-technical staff.

·       Take ownership of content accuracy by conducting thorough research, which includes reaching out directly to the Newrez employees and teams who have the deepest knowledge of a given tool or process. That connection may require initiative to find the right person, even when a clear contact is not immediately available.

·       Partner with subject matter experts (SMEs) to validate technical accuracy, resolve gaps, and ensure documentation reflects current processes and workflows.

·       Develop and maintain content templates, style guidelines, and tagging conventions within ServiceNow.

·       Prioritize and manage a writing queue with minimal supervision, flagging blockers early.

·       Incorporate feedback from team reviews and update content as systems and processes change.

Education and Experience Requirements

·       5+ years with demonstrated experience leading documentation or knowledge management initiatives, or equivalent experience.

·       Demonstrated ability to translate complex technical concepts into clear, plain-language documentation for non-technical audiences. Experience with knowledge base platforms is a plus, with ServiceNow being particularly relevant to this role.

·       Expertise writing for both technical and non-technical audiences.

·       Hands-on experience with IT or security procedures, access controls, or incident response documentation, or comparable content in a regulated or operations-driven environment is a plus.

·       Background in information architecture, content strategy, or UX writing is a plus, as is experience in mortgage banking, financial services, or another regulated industry.

Knowledge, Skill, and Ability Requirements

·       A working familiarity with the day-to-day world of information technology and technical writing as a discipline. The right candidate will have enough context to ask the right questions and get up to speed quickly.

·       Excellent judgment about when documentation is clear enough, including the confidence to push back when SME input creates unnecessary complexity or jargon.

·       Experience establishing or improving content standards, templates, or style guides.

·       Microsoft 365 proficiency (Word, Excel, SharePoint, Teams).

·       Experience working with AI writing tools, including a practical understanding of prompt engineering, when AI-generated output is appropriate to use, and how to verify factual accuracy. Candidates should be able to use AI as a productivity tool without treating it as a source of truth.