Lead Knowledge Writer, ServiceNow & Content Strategy

VDart Inc; Coppell (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

VDart Inc in Coppell, TX is seeking a Technical Writer to audit and expand our Enterprise ServiceNow Knowledge Base. You will define content standards, write end-user guides, and collaborate with SMEs to ensure accuracy and accessibility for both technical and non-technical staff.

You will lead content templates, tagging, and lifecycle management, prioritize the writing queue with minimal supervision, and adapt content as processes evolve.

Qualifications

• 5+ years leading documentation or knowledge management initiatives.
• Ability to translate complex concepts into clear, plain-language documentation for non-technical audiences.
• Experience writing for both technical and non-technical readers.
• Hands-on with IT or security procedures, access controls, or incident response documentation is a plus.
• Background in information architecture, content strategy, or UX writing is a plus.

Responsibilities

• Lead an audit of the existing Enterprise ServiceNow Knowledge Base to assess content quality and gaps and deliver a remediation roadmap.
• Define and document KB content standards covering voice, tone, structure, taxonomy, metadata tagging, and article lifecycle management.
• Write and publish procedures, end-user guides, runbooks, and articles in plain language accessible to both technical and non-technical staff.
• Collaborate with SMEs to validate technical accuracy and reflect current processes.
• Develop and maintain content templates, style guidelines, and tagging conventions within ServiceNow.
• Prioritize and manage a writing queue with minimal supervision and flag blockers early.
• Incorporate feedback from reviews and update content as systems evolve.

Skills

Plain language writing

Knowledge management

Content strategy

ServiceNow writing

Tools

ServiceNow

Job description

VDart Inc in Coppell, TX is seeking a Technical Writer to audit and expand our Enterprise ServiceNow Knowledge Base. You will define content standards, write end-user guides, and collaborate with SMEs to ensure accuracy and accessibility for both technical and non-technical staff.

You will lead content templates, tagging, and lifecycle management, prioritize the writing queue with minimal supervision, and adapt content as processes evolve.