Help Desk jobs in Canada

ABOUT GOWLING WLG

At Gowling WLG, our dedication to excellence and quality service begins with our people. As a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia, we pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to the delivery of outstanding client service.

Employee satisfaction is important to us. We work hard to ensure that our people are motivated, engaged and empowered. We are guided by our firm’s Core Values - The Power of Teamwork, Always Striving to be Better, We all Bring Something Different - in all that we do.

Diversity, equity, and inclusion are an integral part of our firm’s core values. We are always striving to build a more equitable, engaging and rewarding workplace by attracting and retaining talented people from a diverse range of backgrounds, cultures and experiences. Our aim is to help everyone reach their full potential and achieve their personal and professional goals.

Our diverse group of legal professionals, law students, law clerks, paralegals, legal administrative assistants and business services team members work together, and are respected and valued for their individual contributions.

PROFILE

The Gowlings WLG IT Service Management team is looking for an experienced Technical Writer to join our project team as we implement ServiceNow. The individual will be supporting the creation of the initial Knowledge Bases for end user queries and technical incident management/resolution. The successful candidate will be responsible for collaborating with our IT Support and Learning and Development teams across each of our seven national offices. Gathering, consolidating, and creating a single, national version of currently disparate knowledge articles, runbooks, and FAQs will be key to the platform’s future success. Role will report to the Director, IT Service Management with accountability to the Project Manager.

This is a six month contract role.

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 employees benefit from a hybrid work environment.

The starting range for this role is $60,000 to $85,000. Starting salary will be determined based on an applicant’s individual skills, competencies and unique qualifications. Gowling WLG employees have the potential to exceed this range based on tenure and performance.

Not sure if you meet all the requirements? If you are excited about this opportunity but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Gowling WLG is dedicated to building a diverse and inclusive workplace. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know.

While we appreciate all applications received, only those candidates selected for an interview will be contacted.