Job Description

Job Title: Technical Writer
Location: Coppell TX
Contract

Principal Duties
Lead an audit of the existing Enterprise ServiceNow Knowledge Base (KB) to assess content quality and gaps, and deliver a prioritized remediation roadmap.
Define and document KB content standards covering voice, tone, structure, taxonomy, metadata tagging, and article lifecycle management.
Write and publish procedures, end-user guides, runbooks, and articles in plain language accessible to both technical and non-technical staff.
Take ownership of content accuracy by conducting thorough research, which includes reaching out directly to the Newrez employees and teams who have the deepest knowledge of a given tool or process. That connection may require initiative to find the right person, even when a clear contact is not immediately available
Partner with subject matter experts (SMEs) to validate technical accuracy, resolve gaps, and ensure documentation reflects current processes and workflows.
Develop and maintain content templates, style guidelines, and tagging conventions within ServiceNow.
Prioritize and manage a writing queue with minimal supervision, flagging blockers early.
Incorporate feedback from team reviews and update content as systems and processes change.



Education and Experience Requirements


5+ years with demonstrated experience leading documentation or knowledge management initiatives, or equivalent experience.
Demonstrated ability to translate complex technical concepts into clear, plain-language documentation for non-technical audiences. Experience with knowledge base platforms is a plus, with ServiceNow being particularly relevant to this role.
Expertise writing for both technical and non-technical audiences.
Hands-on experience with IT or security procedures, access controls, or incident response documentation, or comparable content in a regulated or operations-driven environment is a plus.
Background in information architecture, content strategy, or UX writing is a plus, as is experience in mortgage banking, financial services, or another regulated industry.

Job Tags

Contract work, Immediate start

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