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Key Responsibilities

Draft, review, and publish end-user communications (email, intranet/portal posts, banners, service notifications, FAQs) for incidents, planned outages, maintenance windows, migrations, policy/process updates, and new features.

Ensure communications meet defined standards for clarity, readability, tone, inclusivity, and accessibility; tailor messaging by audience, region/site, and support channel where required.

Validate technical accuracy by partnering with SMEs; confirm scope, impact, timelines, and expected user actions before release.

Maintain and promote knowledge content for both end-user visibility and internal support systems, including how-to articles, troubleshooting guides, known error articles, and process documentation.

Coordinate periodic knowledge reviews with content owners/SMEs; track review cycles, updates, and retirements to reduce stale content and duplicate articles.

Improve findability and usability of knowledge by applying consistent titles, keywords/tags, categorization, templates, screenshots/steps, and plain-language rewrites suitable for self-service.

Drive 'shift-left' outcomes by identifying opportunities to convert internal support knowledge into end-user self-service and virtual agent-ready content.

Assist with training and enablement for service desk and support teams on new/updated knowledge, communication playbooks, and customer-impact messaging.

Collaborate with virtual agent / automation teams to create, review, and test conversational content (intents, answers, decision trees, escalation triggers) that reduce contact volume and improve resolution time.

Support communications and knowledge needs for EUS initiatives (e.g., tool changes, endpoint deployments, collaboration platform changes) by creating campaign-style content and adoption guidance.

Monitor feedback and performance indicators (e.g., article views, deflection, search terms, ticket drivers, communications engagement) and recommend improvements.

Maintain an editorial calendar and change communications pipeline; manage approvals and publishing timelines to align with operational readiness.

Ensure communications and knowledge adhere to security, privacy, and compliance requirements (e.g., no sensitive data in articles; correct handling of screenshots/logs).

Required Qualifications

Associate's Degree in Communications, Technical Writing, Information Systems, Business, Applied Science, or related field, or equivalent practical experience.

3+ years of experience in IT communications, technical writing, knowledge management, service management, or a similar end-user support environment.

Demonstrated ability to draft and edit clear end-user-facing content from technical inputs (incidents/changes/release notes) and to tailor messaging to different audiences.

Experience maintaining knowledge articles for self-service and for internal support use (knowledge bases, intranet portals, or service management platforms).

Working knowledge of IT service management concepts (incident, request, problem, change) and how communications and knowledge support operational processes.

Strong collaboration skills with SMEs and cross-functional partners; ability to manage competing priorities and meet deadlines during high-urgency events.

Excellent written and verbal communication skills; strong attention to detail, proofreading, and version control.

Proficiency with common productivity tools (e.g., Microsoft 365) and content publishing workflows.

Preferred Qualifications

Experience supporting 'shift-left' initiatives (self-service, automation, virtual agents, deflection, knowledge-centered service).

Familiarity with ServiceNow (or similar platforms) for knowledge, service portal content, and communications/notifications.

Experience writing for global audiences, including working with translation workflows and regional variations.

Basic understanding of endpoint computing and collaboration tooling (e.g., Windows, Microsoft Teams, Outlook, VPN, printing) and the user impact of changes.

Experience creating simple training/enablement materials (job aids, quick reference guides, short videos/scripts, or live training support for service desks).

Analytics and continuous improvement mindset; experience using engagement data and search insights to refine content.

Core Skills and Competencies

Plain-language writing and editing (ability to translate technical steps into user-friendly guidance).

Knowledge governance (ownership, review cadence, quality standards, and lifecycle management).

Stakeholder management and facilitation with technical and non-technical audiences.

Content design and information architecture (templates, headings, scannability, and search optimization).

Operational discipline (intake, prioritization, approvals, publishing, and post-release follow-up).

Customer experience mindset and continuous improvement.

Comfort operating in fast-changing environments, including incident communications and tight deadlines.

Working Conditions

Primarily remote work with standard business hours; may require schedule flexibility to support major incidents, after-hours maintenance, or high-impact releases.

Frequent collaboration with global teams across time zones.

May require occasional onsite attendance for key events, trainings, or stakeholder sessions (role dependent).