PROFILE RESPONSIBILITIES:

Analyze and consolidate disparate technical documentation including how-to guides, FAQs, runbooks, and training materials from local Help Desk teams nationwide.
Standardize and rewrite documentation to ensure clarity, consistency, and accessibility for a national audience.
Work closely with subject matter experts (SMEs) across Help Desk teams to validate technical accuracy and gather insights.
Create, maintain, and improve user-centric documentation designed for both end users and internal Help Desk support personnel.
Format and structure content according to national documentation standards and ensure alignment with organizational tone and style guidelines.
Submit finalized and approved documents to the enterprise Knowledge Base for publication.
Collaborate with Knowledge Managers and IT stakeholders to identify gaps and ensure knowledge articles are up to date and relevant.
Support content lifecycle management, including regular reviews and retirements of outdated documentation.

QUALIFICATIONS:

Proven experience as a Technical Writer, preferably in an IT or Help Desk environment.
Strong understanding of IT service delivery processes and documentation best practices.
Demonstrated ability to synthesize complex technical content into user-friendly formats.
Experience managing and standardizing documentation across distributed teams or large organizations.
Familiarity with knowledge management systems and publication workflows.
Working knowledge of ServiceNow and its Knowledge Base functionality is a strong asset.
Excellent written and verbal communication skills with strong attention to detail.
Bilingual, English/French fluency is preferred
Ability to manage multiple documentation streams with competing priorities and deadlines.
Proficiency in Microsoft Office Suite and/or content editing tools.
Bachelor's degree in Technical Writing, Communications, Information Technology, or a related field (or equivalent work experience).

Gowling WLG

Gowling WLG

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