Technical Writer

Responsibilities

• Partner with ETS leads to refine and establish standard documentation templates, naming conventions, and formatting guidelines for all ETS documentation categories.
• Serve as the primary owner of SOPs, runbooks, knowledge articles, policies, and practices across ETS.
• Maintain and enforce document governance including version control, approvals, lifecycle management, and content freshness.
• Review the entire existing ETS documentation catalog to identify gaps, outdated information, and modernization needs.
• Update legacy documentation to reflect current systems, tools, and processes.
• Create new documentation based on requests from ETS teams, PMO, or leadership.
• Work with SMEs across ETS to gather information through interviews, workshops, and recorded video walkthroughs.
• Convert SME‑created screen recordings into high‑quality SOPs, step‑by‑step guides, and process documents.
• Ensure documentation accurately reflects operational requirements and best practices.
• Use AI tools (e.g., Microsoft Copilot, transcription tools, SD+ or ITGlue AI features) to improve clarity, consistency, and structure; accelerate drafting and editing; extract steps and workflows from SME recordings.
• Create and manage documentation using ITGlue, ServiceDesk+ (SD+), and other ETS-approved platforms.
• Build workflows, linkages, and structured documentation in ITGlue.
• Support integration of documentation into ITSM workflows when needed.
• Ensure documentation meets operational quality standards and aligns with audit‑ready expectations.
• Support optional compliance documentation (SOX, SOC, ISO) as needed.
• Maintain appropriate confidentiality and follow security guidelines when handling sensitive or production-related content.
• Work closely with PMO team (primary reporting line), ETS leads and managers, Operations & Support teams, Infrastructure and application owners.

Preferred Qualifications

• Mid‑level experience (5–7 years) in technical writing or IT documentation roles.
• Demonstrated experience writing SOPs, runbooks, process docs, and knowledge base articles.
• Ability to translate complex technical workflows into clear, concise documents.
• Experience collaborating with SMEs and conducting structured interviews.
• Proficiency with documentation tools such as ITGlue, SD+, Confluence, SharePoint, or similar.
• Background in IT operations, ITSM, infrastructure, or enterprise technology.
• Familiarity with ITIL concepts or service management processes.
• Experience with AI‑powered documentation tools.
• Exposure to structured documentation in a PMO or ops-focused environment.
• Exceptional command of written and spoken English (required).