IT Knowledge and Communications Specialist

Soni; New York (NY); On-site; USD 34,000 - 41,000; Full time

Job summary

Soni in New York seeks an IT Knowledge & Communications Specialist to develop and manage user-facing IT content, knowledge base articles, and service documentation. The role focuses on translating technical content into clear, accessible material and publishing updates via content management systems.

Collaborating with IT operations, service desk, and leadership, you will produce training materials, monitor content analytics, and contribute to governance of publishing standards and accessibility

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 1–2 years of experience in IT communications, knowledge management, technical documentation, or service content development.
• Excellent written communication, editing, and information design skills.
• Familiarity with website content management systems.
• Strong collaboration skills and the ability to communicate technical information to non-technical audiences.

Responsibilities

• Create and maintain knowledge base articles, FAQs, and end-user documentation supporting IT services and systems.
• Translate technical information into clear, accessible, user-friendly content.
• Coordinate content reviews, version control, approvals, and publication workflows.
• Monitor content usage and analytics to identify opportunities for improvement.

Skills

Written communication

Content management

Collaboration

Technical writing

Education

Bachelor's degree

Tools

ServiceNow Knowledge Management

Drupal

CMS

Job description

IT Knowledge & Communications Specialist

Position Overview

Our client is seeking an IT Knowledge & Communications Specialist to support the development, management, and delivery of user-facing IT content that helps employees and end users understand and access technology services. This role is responsible for creating and maintaining knowledge base articles, service documentation, website content, and communications that improve access to IT resources and enhance the overall user experience.

The Specialist will collaborate with technical teams, Service Desk personnel, and IT Service Operations to translate complex technical information into clear, accessible, and actionable content. Responsibilities include publishing service alerts, outage notifications, instructional materials, and digital resources that promote transparency, self-service, and effective technology adoption.

Reporting to the Associate Director, this individual will help ensure IT information remains accurate, timely, accessible, and aligned with organizational communication standards, accessibility requirements, and knowledge management practices.

Key Responsibilities

Knowledge Management & Content Development

• Create and maintain knowledge base articles, FAQs, and end-user documentation supporting IT services and systems.
• Translate technical information into clear, accessible, user-friendly content.
• Coordinate content reviews, version control, approvals, and publication workflows.
• Monitor content usage and analytics to identify opportunities for improvement.

Website & Digital Communications

• Maintain IT website content, including service alerts, outage notifications, and system status updates.
• Use content management systems to publish updates and ensure information remains accurate and current.
• Partner with IT leadership and communications teams to develop proactive service announcements and user communications.

End-User Support & Education

• Develop training materials, quick reference guides, instructional documentation, and digital learning resources.
• Work with Service Desk and IT Operations teams to identify recurring user issues that may be addressed through improved documentation or communication.
• Convert technical concepts into practical, easy-to-understand guidance for non-technical audiences.

Process Improvement & Knowledge Governance

• Contribute to the development and implementation of knowledge management and IT communications strategies.
• Identify opportunities to improve content workflows, consistency, and user engagement.
• Maintain documentation related to publication standards, approval procedures, and audit requirements.

Collaboration & Stakeholder Engagement

• Partner with IT, Service Desk, Operations, and Communications teams to ensure consistent messaging.
• Coordinate with technical staff and leadership to validate the accuracy and timeliness of service updates and knowledge materials.
• Promote a culture of proactive communication and shared accountability.
• Support the training and onboarding of colleagues on knowledge management tools and processes.

Compliance & Additional Responsibilities

• Ensure published content follows organizational branding, accessibility, privacy, and information governance standards.
• Maintain records of service alerts, outages, and communications in accordance with applicable policies and audit requirements.
• Participate in an after-hours support rotation as needed.
• Contribute to cross-functional and enterprise-wide IT initiatives.

Minimum Qualifications

• Bachelor's degree or an equivalent combination of education and relevant experience.
• 1–2 years of experience in IT communications, knowledge management, technical documentation, or service content development.
• Excellent written communication, editing, and information design skills.
• Familiarity with website content management systems.
• Strong collaboration skills and the ability to communicate technical information to non-technical audiences.

Preferred Qualifications

• Experience supporting IT service delivery or technical operations in higher education, healthcare, research, or similarly complex environments.
• Familiarity with ITIL-based service management frameworks.
• Experience with ServiceNow Knowledge Management, Drupal, or comparable content management platforms.
• Understanding of web accessibility, usability, and digital content best practices.
• Experience using analytics to evaluate content performance and improve digital engagement.

Compensation: $25 to $30 an hour

Compensation is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.