IT Technical Writer

Illinois Tollway; Chicago (IL); On-site; USD 68,000 - 75,000; Full time

Job summary

The Illinois Tollway is seeking an IT Technical Writer to develop clear user guides, manuals, and knowledge base content across software, APIs, and IT processes. This role collaborates with application development, product management, and external partners to produce comprehensive documentation that supports user onboarding and feature explanations.

Required are a bachelor’s degree in a related field and 3 years of technical writing experience; CPTC is desirable.

Qualifications

• Bachelor’s degree in Technical Communication, English, Journalism, CS, Engineering, or related field.
• Professional CPTC certification is highly desirable.
• Minimum 3 years experience in technical writing in IT/software/engineering.

Responsibilities

• Develop, organize, and write user guides, manuals, FAQs, and knowledge base articles for software, hardware, APIs, and IT processes.
• Collaborate with engineers, product managers, and SMEs to gather accurate information.
• Plan and maintain documentation repositories; ensure content is up-to-date and well-structured.
• Translate technical jargon into user-centric language for wide accessibility.

Skills

Technical writing

Editing

Communication

Collaboration

MS Office

Visio

Adobe Suite

CMS

UX writing

Education

Bachelor’s degree

CPTC certification desirable

Tools

Visio

Adobe Suite

Canva

Content Management Systems

Job description

Salary

$68,000.00 - $75,000.00 Annually

Location

Central Administration 2700 Ogden Avenue Downers Grove, 60515, IL

Job Type

Professionals

Union Role

Yes

Union Name

AFSCME - 88311

Position Grade

8

Position Overview

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling, or keeping you safe with our H.E.L.P. trucks, we are committed to delivering significant benefits and services to customers.

The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.

Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility, and sustainability, maintain the safety and efficiency of the Tollway system, further transparency, and accountability, enhance customer service, and maintain public trust.

In alignment with the Tollway’s strategic vision, the IT Technical Writer will develop clear documentation for users and support our product objectives. This role will collaborate closely with Application development, product management, and external entities to produce clear, comprehensive documentation spanning the entire user journey—from onboarding guides to advanced feature explanations as well as technical support documents. Responsibilities include developing documentation strategy, creating various content types, and ensuring technical content meets the highest standards of clarity and usability.

Essential Job Functions

Position Responsibilities

• Develop, organize, and write user guides, manuals, instruction documents, FAQs, and knowledge base articles for software, hardware, APIs, and IT processes.
• Generate innovative ideas for content and workflow solutions.
• Collaborate with subject-matter experts, engineers, developers, and product managers to gather accurate technical information.
• Plan and maintain documentation repositories, ensuring content is up-to-date and structured for easy navigation.

Editing & Proofreading

• Review and edit documents for clarity, consistency, grammatical accuracy, and proper formatting.
• Create Visual Aids including diagrams, charts, and visuals to enhance user comprehension.

Compliance and Continuous Improvement

• Ensure documentation adheres to relevant standards, regulations, and organizational guidelines.
• Update documentation for enhancements, new features, and process changes; maintain a library of technical documents.
• Translate technical jargon into user-centric focused accessible language for non-technical audiences, supporting product adoption and reducing support ticket volume.
• Determine the clearest and most logical way to present information for greatest reader comprehension.

Qualifications

Position Qualifications

Education (Required)

• Bachelor’s degree in Technical Communication, English, Journalism, Computer Science, Engineering, or a related field from a four-year accredited university.
• Professional certifications (e.g., Certified Professional Technical Communicator - CPTC) are highly desirable.

Skills and Experience

• Minimum 3 years experience in technical writing, preferably in IT, software development, or engineering environments.
• Ability to understand complex technical information and convey it effectively.
• Exceptional writing, editing, and proofreading skills.
• Excellent collaboration, communication, and interpersonal skills to work with various technical teams and stakeholders.
• Proficient with documentation software tools such as Microsoft Office, including Visio, Adobe Suite applications, Canva, content management systems, and other various technical communication tools.
• Comprehensive understanding of user experience needs and ability to create documentation that empowers users.

EEO/DEI Statement

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.

All stated experience for each question listed within the Supplemental Question Section must also be reflected in the "Work Experience" section of your application or in your resume. Failure to do so, or overstating experience, will result in receiving no credit for your answer, and may result in your disqualification from consideration.

Employer

• Illinois State Toll Highway Authority
• Address: 2700 Ogden Avenue
• Downers Grove, Illinois, 60515
• Phone: [phone]