Technical Writer

Cognizant; Metro Manila; Híbrido; PHP 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work 3x per week (Alabang)

Night shift support (8PM–5AM)

Descripción de la vacante

Cognizant in the Philippines is seeking a Technical Writer – Knowledge Management to own and operationalize knowledge content across End User Services using ServiceNow or a comparable ITSM platform. You will partner with IT support teams to ensure accurate, well-structured articles optimized for internal support and employee self-service.

The role emphasizes knowledge lifecycle governance, reporting, and adoption to shift-left support, improve resolution times, and enhance the Digital Employee

Formación

• 3–6+ years in technical writing or knowledge management for IT/support teams.
• Hands-on experience managing a Knowledge Base in ServiceNow or similar ITSM.
• Strong knowledge of knowledge lifecycle management, governance, and reporting.
• Excellent written English with ability to translate tech concepts clearly.
• Experience pulling usage metrics and operating reports.
• Ability to work cross-functionally with technical and non-technical stakeholders.

Responsabilidades

• Own end-to-end knowledge lifecycle in ServiceNow or comparable ITSM platform.
• Ensure articles follow templates, style guides, metadata, and taxonomy.
• Configure and maintain knowledge bases, categories, workflows, and approvals.
• Pull and analyze usage reports to measure effectiveness and drive improvements.
• Apply KCS principles, promote reuse, and coach contributors.
• Write concise, self-service–friendly content for faster resolution.
• Collaborate with EUS managers, SMEs, and frontline teams to fill gaps.
• Conduct regular content audits to keep material current and accurate.
• Coordinate updates with engineering for new releases and deprecations.
• Support adoption through guidance and best practices.

Conocimientos

Technical writing

Knowledge management

ServiceNow ITSM

KCS practices

Strong written English

Cross-functional collaboration

Analytics & reporting

ITIL familiarity

Herramientas

ServiceNow

ITSM platforms

Knowledge Base tooling

Descripción del empleo

The Technical Writer – Knowledge Management is responsible for owning and operationalizing knowledge content across End User Services within ServiceNow or a comparable enterprise ITSM platform. This role partners with all IT support teams (Service Desk, Deskside/Onsite, AV/METS, Executive Support, and Engineering) to ensure knowledge articles are accurate, current, consistently structured, and optimized for both internal support teams and employee self-service.

The role emphasizes Knowledge Management best practices, lifecycle governance, reporting, and adoption—helping EUS shift support left, improve resolution times, and enhance the overall Digital Employee Experience. Familiarity with Knowledge-Centered Service (KCS®) practices is a strong plus.

Key Responsibilities

• Knowledge lifecycle ownership: Own the end-to-end lifecycle of knowledge articles—from creation and review through validation, publishing, usage monitoring, and retirement—within ServiceNow or a comparable enterprise ITSM platform.
• Content governance & standards: Ensure all articles follow approved templates, style guidelines, metadata standards, and taxonomy to enable consistency and discoverability across tools.
• Knowledge Base administration: Configure, organize, and maintain knowledge bases, categories, workflows, and approval processes within the ITSM knowledge platform.
• Reporting & insights: Pull and analyze knowledge usage reports (views, deflection, reuse, feedback, gaps) to measure effectiveness and drive continuous improvement.
• KCS-aligned practices: Apply and promote Knowledge-Centered Service (KCS) principles, including article quality, reuse, coaching feedback, and shift-left enablement.
• Content optimization for self-service: Ensure articles are written clearly and concisely for employee self-service, enabling faster resolution and call/ticket deflection.
• Collaboration: Work closely with EUS managers, SMEs, and frontline support teams to identify knowledge gaps and convert operational knowledge into high‑value articles.
• Quality & currency reviews: Run regular audits and review cycles to keep content accurate, relevant, and aligned with current tools, processes, and policies.
• Change & release alignment: Partner with engineering and operations teams to ensure knowledge is updated in line with new releases, changes, and deprecations.
• Adoption & awareness: Support knowledge adoption through guidance, coaching, and best practices for contributors and reviewers.

Required Qualifications

• Has 3–6+ years of experience as a Technical Writer, Knowledge Manager, or similar role supporting IT, Service Desk, or Enterprise Technology teams.
• Hands‑on experience managing a Knowledge Base within ServiceNow or a comparable ITSM platform.
• Strong understanding of knowledge lifecycle management, governance, and reporting.
• Excellent written communication skills with the ability to translate technical concepts into clear, user‑friendly documentation.
• Experience pulling, analyzing, and interpreting knowledge usage metrics and operational reports.
• Ability to work cross‑functionally with technical and non‑technical stakeholders.
• Strong attention to detail, organization, and process consistency.

Preferred Skills & Experience

• Experience with Knowledge-Centered Service (KCS®) practices or certification (KCS Fundamentals, KCS Practices, or equivalent).
• Background supporting global IT organizations or shared service models.
• Familiarity with ITIL concepts (Incident, Request, Problem, Change).
• Experience optimizing knowledge for self‑service and ticket deflection.
• Exposure to digital employee experience (DEX) or shift‑left support strategies.
• Language & Communication Requirement
• Strong proficiency in written English (US) is required, as knowledge articles will support a primarily U.S.-based employee population and must align to U.S. terminology, tone, and clarity expectations.
• Willing to work hybrid 3x a week Alabang site
• Willing to work night shift (8PM -5AM MNL Time) start time may vary based on business needs); permanent night shift role
• Can start ASAP

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