Senior Technical Writer at TaskUs creating documentation and processes for exceptional customer experiences. Collaborating with teams to enhance internal documentation for disruptive companies.
About the role
- Technical Writer developing and editing comprehensive documentation for IT Infrastructure Support services. Responsible for ensuring clarity and compliance of technical documents while collaborating with various stakeholders.
Responsibilities
- The Technical Writer is responsible for developing, revising, and editing technical documentation in support of daily operations and major projects for a Tier 1 - Tier 3 project.
- Documentation may include, but is not limited to, technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, policies, and other related publications.
- Interviewing subject matter experts (e.g., product developers), observing production processes, and reviewing technical specifications, blueprints, engineering illustrations, and trade journals.
- Creating and revising technical documentation such as procedure manuals, user manuals, programming manuals, service manuals, operational specifications, related technical publications, and policies.
- Reviewing and proofreading documents for clarity, grammar, and accuracy.
- Ensuring all technical documents adhere to agency standards and guidelines.
- Regularly updating and revising technical documents to reflect changes in products, services, or procedures.
- Assisting in the development of new products by providing technical writing support.
- Collecting feedback from end users and stakeholders to improve the quality of technical documents.
- Drafting and disseminating alerts and notifications within the agency.
- Maintaining the knowledge management repository, including internal and user-facing content.
- Creating and updating Knowledge Articles (KAs) stored in ServiceNow to provide solutions to known issues, support daily operations for the Help Desk, enable user training and self-service.
Requirements
- 5 years of technical writing experience
- Bachelor’s degree in English, communications, computer science, or related field
- Technical Writing Expertise: Clear, concise, and accurate documentation for technical and non-technical audiences.
- Strong Research Skills: Ability to gather information from SMEs and translate into user-friendly content.
- Tool Proficiency: Microsoft Office Suite, PDF tools, and documentation platforms.
- Understanding of Tiered Support Models: Knowledge of Tier 1–3 responsibilities and escalation procedures.
- Compliance & Standards Awareness: Adherence to organizational and industry documentation standards.
- Content Structuring: Ability to create SOPs, FAQs, troubleshooting guides, and knowledge base articles.
- May be required to come onsite from time to time to work with teams to document information.
Benefits
- **SES provides a competitive salary and the following benefits:**
- Medical
- Dental
- Vision
- AD&D
- STD
- LTD
- Company paid Life Insurance
- 401k with employer contribution
- Paid Time Off
- Pet Insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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