Technical Writer

POSITION SUMMARY:

Technical Writer is responsible for creating, managing, and improving internal documentation, user guides, knowledge base articles, and technical policies. Works closely with IT staff and department leads to translate complex technical processes into clear, user-friendly content for YMCA staff across multiple departments and locations. This position is ideal for someone who is passionate about clarity, documentation structure, and user enablement in a mission-driven environment.

QUALIFICATIONS:

• Excellent written and verbal communication skills.
• Proficiency in using cloud-based tools for documentation and task management.
• Ability to translate complex technical information into simple, user-friendly content.
• Strong organizational and time-management skills with attention to detail.
• Familiarity with Microsoft 365, Google Workspace, and enterprise IT environments.
• Graphic or instructional design skills (e.g., creating diagrams, annotated screenshots).

Preferred Qualifications:

• Experience documenting workflows and knowledge articles for nonprofit organizations or multi-location operations.
• Basic understanding of IT infrastructure, support services, and user provisioning.
• Previous experience supporting a Help Desk or IT department through documentation.

EDUCATION/EXPERIENCE:

• Bachelor’s degree or higher in Technical Writing, Communications, Information
• Technology, or a related field.
• 1–3 years of experience creating technical documentation.

Preferred education:

• Master’s degree or higher in Technical Communication, English, Computer Science, Human-Computer Interaction, or a related field.

ESSENTIAL FUNCTIONS:

Documentation & Content Development

• Create and maintain internal knowledge base articles in Jira Service Management and Confluence.
• Ensure all technical documentation is consistent in tone, format, and terminology.
• Collaborate with IT staff and other departments to capture technical processes and workflows.
• Create and maintain policy, procedure, and training guides and documentation.

Knowledge Management & Collaboration

• Work with subject matter experts to gather information and validate documentation accuracy.
• Organize content within Confluence to promote discoverability and usability.
• Continuously improve existing documentation based on user feedback and technology updates.
• Support change management efforts by creating communication materials and guides.

Training & End-User Enablement

• Create job aids, FAQs, and onboarding materials for new technologies and systems.
• Assist in curating training content and improving accessibility for YMCA end users.
• Help define standards for documentation practices across IT and other operational areas.

YMCA LEADERSHIP COMPETENCIES:

Mission Advancement: Reinforces the Y’s values within the organization and the community. Effectively

communicates the benefits and impact of the Y’s efforts for all stakeholders.

Collaboration: Builds and nurtures strategic relationships to enhance support for the Y. Serves as a

community leader building collaborations based on trust and credibility to advance the Y’s mission and

goals. Communicates for influence to attain buy-in and support of goals. Provides tools and resources for

the development of others.

Operational Effectiveness: Integrates multiple thinking processes to make decisions. Involves staff at all

levels in the development of programs and activities. Ensures execution of plans. Institutes sound

accounting procedures and financial controls. Assigns clear accountability and ensures continuous

improvement.

Personal Growth: Fosters a learning environment embracing diverse abilities and approaches. Creates a

sense of urgency and positive tension to support change. Has the functional and technical knowledge and

skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in

technology.

Behavioral Characteristics: Welcoming, Nurturing, Determined, Hopeful, and Genuine.