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Job Description

As a Technical Writer focused on IT Knowledge & Communications, you will play a critical role in strengthening the quality, clarity, and governance of knowledge across our enterprise IT support platforms. Reporting to the Knowledge Management Lead, you’ll support a major initiative to prepare our knowledge base for an AI chatbot rollout, as well as provide ongoing support for day-to-day content governance.

You will be responsible for reviewing, rewriting, and updating hundreds of end-user and technical knowledge base articles across systems like ServiceNow, SharePoint (TechBase), and the company intranet. This includes aligning content to newly developed templates, enhancing structure and readability, and ensuring accuracy through direct coordination with subject matter experts (SMEs) and technical teams.

In addition to project-based content remediation, you’ll establish a consistent feedback response process, proactively maintain expiring content, and contribute to taxonomy and lifecycle strategies that improve findability, reuse, and long-term governance of knowledge. Familiarity with ITSM principles and technical writing for IT audiences is essential.

This is a contract position for six months, with the potential to influence enterprise-wide knowledge standards and user-facing IT communications.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

•3–5+ years of experience in technical writing or IT communications, ideally within a corporate IT or enterprise support environment.

Demonstrated ability to write and revise user-facing and technical documentation for IT platforms and services.

Familiarity with enterprise knowledge platforms, particularly:

ServiceNow Knowledge Base (authoring, publishing, feedback management)

SharePoint (publishing and layout editing)

Intranet systems like NBCU Now or similar

Experience coordinating with IT subject matter experts to validate and clarify content.

Strong attention to detail and consistency in tone, style, and terminology.

Ability to manage multiple content streams and respond to article feedback and lifecycle events (e.g., expirations).

Comfortable working independently while aligning with a central governance strategy.

Excellent verbal and written communication skills.