Technical Writer (Knowledge Base)

As a Knowledge Base Technical Writer, you will play an integral role within our IT department, dedicated to enhancing and maintaining our knowledge base. This essential resource is designed to equip our users with knowledge to self-solve by producing quality content.

Your role is to process technical information into easy-to-read and easy-to-follow articles.

• Content Optimization: Develop, update, and maintain knowledge base articles and technical documentation to maximize clarity and accessibility for users.
• Simplification of Complex Information: Translate technical concepts into user-friendly language, fostering understanding among both technical and non-technical users.
• Consistency and Compliance: Ensure uniformity in content structure and maintain compliance with industry standards and best practices, promoting a seamless user experience.
• User-Centric Focus: Prioritize the user experience within the IT portal by addressing common queries and enabling efficient self-service and self-resolution.
•  Visual Aids: Incorporate visual elements like diagrams and charts to enhance content comprehensibility, aiding users in their self-help journey.
• Timely Updates: Keep the knowledge base aligned with the evolving technology landscape, enabling users to access up-to-date information via the IT portal.
• Quality Assurance: Uphold the highest standards in technical documentation through rigorous quality checks, ensuring users receive accurate and reliable guidance.
• Collaboration Excellence: Collaborate closely with IT experts, teams, and cross-functional stakeholders to gather insights, validate content accuracy, and enhance the user experience within the IT portal.
• Help maintain content health: Contribute to the updating and archiving of articles in a timely manner.

Applicant should have the following qualifications:

• Bachelor's degree or equivalent in a related field.
• Demonstrated expertise and experience in technical writing as well as content development within the IT domain.
• Strong communication and collaboration skills, essential in supporting user self-service via the IT portal.
• Proficiency in maintaining a consistent and compliant tone in technical documentation.
• Familiarity with knowledge management systems and industry-specific regulations is advantageous.
• Experience using ITSM tools such as ServiceNow, Salesforce, Remedy, Jira

WORKING CONDITION AND SUPERVISION:

• The position requires personnel to report to the HQ Mondays through Fridays usually from 8:00am to 5:00pm. Flexible work schedule maybe accommodated if aligned with the Manager in-charge.  

ENGAGEMENT:

Expected to perform all the activities outlined in the Roles and Responsibilities section for an initial engagement period of twelve (12) months, subject to periodic or monthly reviews. This engagement is subject for renewal.