The Technical Writer – Knowledge Management is responsible for owning and operationalizing knowledge content across End User Services within ServiceNow or a comparable enterprise ITSM platform. This role partners with all IT support teams (Service Desk, Deskside/Onsite, AV/METS, Executive Support, and Engineering) to ensure knowledge articles are accurate, current, consistently structured, and optimized for both internal teams and employee self-service, while driving Knowledge Management best practices, lifecycle governance, reporting, and adoption to support shift-left and improve the digital employee experience.
This role drives Knowledge Management best practices, lifecycle governance, reporting, and adoption to support EUS in shifting support left, speeding up resolution times, and improving the Digital Employee Experience. It also maintains strong alignment with frontline operations by providing hands-on support for ticket resolution on a secondary basis, helping to identify recurring issues, close knowledge gaps, and ensure documentation reflects real-world support needs. Familiarity with Knowledge-Centered Service (KCS®) practices is a strong plus.
Key Responsibilities
- Knowledge lifecycle ownership: Own the end-to-end lifecycle of knowledge articles—from creation and review through validation, publishing, usage monitoring, and retirement—within ServiceNow or a comparable enterprise ITSM platform.
- Content governance & standards: Ensure all articles follow approved templates, style guidelines, metadata standards, and taxonomy to enable consistency and discoverability across tools.
- Knowledge Baseadministration: Configure, organize, and maintain knowledge bases, categories, workflows, and approval processes within the ITSM knowledge platform.
- Reporting & insights: Pull and analyze knowledge usage reports (views, deflection, reuse, feedback, gaps) to measure effectiveness and drive continuous improvement.
- KCS-aligned practices: Apply and promote Knowledge-Centered Service (KCS) principles, including article quality, reuse, coaching feedback, and shift-left enablement.
- Content optimization for self-service: Ensure articles are written clearly and concisely for employee self-service, enabling faster resolution and call/ticket deflection.
- Collaboration: Work closely with EUS managers, SMEs, and frontline support teams to identify knowledge gaps and convert operational knowledge into high-value articles.
- Quality & currency reviews: Run regular audits and review cycles to keep content accurate, relevant, and aligned with current tools, processes, and policies.
- Change & release alignment: Partner with engineering and operations teams to ensure knowledge is updated in line with new releases, changes, and deprecations.
- Adoption & awareness: Support knowledge adoption through guidance, coaching, and best practices for contributors and reviewers.
Secondary: Service Desk Remote Support (Hybrid Function)
- Ticket resolution (remote-first):
- Troubleshoot and resolve end-user issues across hardware, software, access, and collaboration tools
- Support incident and request fulfillment aligned to Service Desk standards
- Knowledge-to-operations feedback loop:
- Identify recurring issues and gaps during ticket handling
- Create or enhance knowledge articles based on real-world support scenarios
- Shift-left support contribution:
- Actively support self-service enablement by converting tickets into reusable knowledge
- Improve first-contact resolution through better documentation and reuse
- Cross-functional support coverage:
- Provide backup support during high-volume periods or priority incidents
- Partner with Service Desk and Deskside teams for escalations and knowledge validation
- Tool usage:
- Utilize ServiceNow (or equivalent ITSM tools) for ticket management, documentation, and knowledge updates
Required Qualifications
- 3–6+ years of experience as a Technical Writer, Knowledge Manager, or similar role supporting IT, Service Desk, or Enterprise Technology teams.
- Hands-on experience managing a Knowledge Base within ServiceNow or a comparable ITSM platform.
- Strong understanding of knowledge lifecycle management, governance, and reporting.
- Excellent written communication skills with the ability to translate technical concepts into clear, user-friendly documentation.
- Experience pulling, analyzing, and interpreting knowledge usage metrics and operational reports.
- Ability to work cross-functionally with technical and non-technical stakeholders.
- Strong attention to detail, organization, and process consistency.
- Working experience in Service Desk, IT Support, or Deskside support environments (required for hybrid role)
Preferred Skills & Experience
- Experience with Knowledge-Centered Service (KCS®) practices or certification (KCS Fundamentals, KCS Practices, or equivalent).
- Background supporting global IT organizations or shared service models.
- Familiarity with ITIL concepts (Incident, Request, Problem, Change).
- Experience optimizing knowledge for self-service and ticket deflection.
- Exposure to digital employee experience (DEX) or shift-left support strategies.
- Hands-on experience troubleshooting end-user issues (remote or onsite)
Language & Communication Requirement
- Strong proficiency in written English (US) is required, as knowledge articles will support a primarily U.S.-based employee population and must align to U.S. terminology, tone, and clarity expectations.
