Technical Content & Knowledge Specialist

Integrated Control Technology; Upper Harbour; On-site; NZD 70,000 - 110,000; Full time

Job summary

Integrated Control Technology is seeking a confident, technically curious content professional to lead how customers, partners and technicians find and use technical knowledge across ICT’s global customer base. You will own ICT’s knowledge base, designing structured digital content, AI-powered resources and multimodal learning materials that are easy to find and use at the point of need.

You will collaborate with Solution Engineering, Technical Support and product teams to align content with

Qualifications

• Experience in technical writing, knowledge management or technical content.
• Ability to understand hardware, software and complex systems.
• Experience creating digital-first, structured content for multiple channels.
• Ability to think strategically about knowledge delivery and governance.
• Experience with AI content tools and review processes.

Responsibilities

• Own ICT’s technical knowledge base, structured content framework, taxonomy and content standards.
• Create field-ready resources such as modular guides, short procedural videos, annotated diagrams and in-product help.
• Collaborate with technical teams, customers and partners to understand information search and usage in the field.
• Use analytics and feedback to improve self-service outcomes and reduce repeat support.

Skills

Technical writing

Knowledge management

AI content tools

Content architecture

Communication

Tools

MadCap Flare

Job description

Jora New Zealand will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Technical Content & Knowledge Specialist

Integrated Control Technology – Albany, North Island

Integrated Control Technology (ICT) is a global leader providing world-class integrated access control, intrusion detection and building automation technology. We are looking for a confident, technically curious content professional to lead the way our customers, partners and technicians find and use technical knowledge, across a business spanning our global customer base. This role sits at the intersection of technical content, knowledge systems, content architecture and AI-enabled delivery, turning complex product information into clear, practical resources that help people solve problems in the field.

You will own the experience behind ICT’s technical knowledge base, designing structured digital content, AI-powered resources and multimodal learning materials that are easy to find, easy to use and reliable at the point of need. The work requires strong writing, good judgement and the confidence to engage with a wide range of intelligent, technical people to seek out, test and validate the information technicians rely on.

In this role, you will shape how technical information is structured, maintained and delivered across documentation, in-app guidance, AI assistants, training, QR-linked resources, partner portals and support channels. You will work ahead of product launches with Solution Engineering teams, partner with Technical Support to close the content gaps driving repeat queries, and use analytics and feedback to continuously improve the knowledge experience.

A key part of the role will be leading AI-assisted content workflows, from first-draft generation through human review, validation and publication. You will help define where AI can accelerate production, where expert human input is essential, and how content should be indexed, surfaced and improved over time.

Key responsibilities

• Own ICT’s technical knowledge base, structured content framework, taxonomy and content standards.
• Create field-ready resources such as modular guides, short procedural videos, annotated diagrams, QR-linked content and in-product help.
• Work with technical teams, customers and partners to understand how information is searched for, consumed and applied in the field.
• Use support trends, search analytics and feedback to improve self-service outcomes and reduce repeat support demand.

We are not looking for someone who waits for information to be handed to them. We are looking for someone who will ask considered questions, build trusted relationships with subject matter experts, get close to the product, and turn what they learn into content that is accurate, useful and easy to act on.

What you will bring

• Experience in technical writing, knowledge management or technical content, ideally within access control, electronic security or a related technology field.
• Strong technical aptitude and the ability to understand hardware, software and complex systems well enough to explain them clearly.
• Experience creating digital-first, structured or modular content for multiple channels and audiences.
• Confidence using AI content tools critically and building review processes that protect accuracy and quality.
• Excellent communication skills and the confidence to work with both technical and non-technical stakeholders.

Experience with AI knowledge base platforms, RAG-based retrieval, LLM-integrated documentation tools, content analytics, e-learning or MadCap Flare would be an advantage. More important, however, is your ability to think strategically about how technical knowledge is created, governed, delivered and improved.

About you

You will be outcome-oriented, self-directed and genuinely interested in how technicians solve problems in the real world. You will be collaborative without being passive, able to work constructively with engineers, product teams and commercial stakeholders while challenging assumptions when needed. Above all, you will care about whether the people using the information can get the job done accurately, confidently and quickly.

What we offer

At ICT, you will join a fast-growing global technology provider with outstanding people, meaningful work and a culture that is friendly, dynamic and supportive. We offer a competitive salary, flexibility through our work-from-home policy, regular social events, fresh fruit onsite, monthly massages, team appreciation initiatives and more. It is a great opportunity to contribute to an innovative organisation where your work will directly improve how customers, partners and technicians access the knowledge they need.