Technical Writer

Experian Asia Pacific; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in information services seeks a Technical Writer to enhance knowledge management within their service desk team. The role involves collaborating with experts to document and optimize knowledge assets, ensuring high-quality information for improved service delivery and customer support. Ideal candidates will have proven experience in IT support, strong communication skills, and a collaborative mindset.

Qualifications

• Experience in a service desk or IT support environment.
• Familiarity with knowledge management principles.
• Ability to work in a collaborative environment.

Responsibilities

• Document and analyze valuable knowledge within the organization.
• Utilize knowledge management tools to maintain Knowledge Articles.
• Collaborate with stakeholders to improve service delivery.

Skills

Analytical skills

Communication

Problem-solving

Education

Proven experience as a Technical Writer

Tools

ServiceNow

Job description

About Experian

Experian is the world's leading global information services company. During life's big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 17,800 people operating across 44 countries, and every day we're investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group.

Job Description

Job Summary:

The Technical Writer will be an integral part of the service desk team, focusing on the creation, maintenance, and improvement of knowledge assets. The ideal candidate will collaborate with subject matter experts and stakeholders to capture valuable organizational knowledge, ensuring that information is accurate, relevant, and of high quality. This role is critical in capturing, managing, and optimizing the use of knowledge within the company to improve our service delivery and customer support.

Key Responsibilities

• Collaborate with subject matter experts and stakeholders to identify and document valuable knowledge within the assigned organizational or functional area.
• Analyze and categorize knowledge assets to maintain accuracy, relevance, and quality.
• Contribute to a collaborative work environment that empowers teams to achieve exceptional results.
• Utilize knowledge management tools and technologies, such as ServiceNow, to effectively capture and maintain Knowledge Articles.
• Employ strong analytical skills to assess knowledge needs, analyze data, and identify trends or patterns that can drive continuous improvement.

Qualifications

• Proven experience as a Technical Writer, preferably within a service desk or IT support environment.
• Familiarity with knowledge management principles and best practices.
• Utilize knowledge management tools and technologies, such as ServiceNow, to capture and maintain Knowledge Articles.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a team-oriented, collaborative environment.
• Collaborate with subject matter experts and stakeholders to identify and document valuable knowledge within the assigned organizational or functional area.
• Apply strong analytical skills to assess knowledge needs, analyze data, and identify trends or patterns that can drive strategic decisions

Additional Information

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