Lead Technical Writer, ServiceNow Knowledge Base & Security

Simple Solutions; Town of Texas, Fort Worth (WI, TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Newrez is seeking a Senior Technical Writer to join its Information Security team on a contract basis in Dallas. You will lead the audit and overhaul of the Enterprise ServiceNow Knowledge Base, rewriting outdated procedures and creating clear, user-friendly documentation for engineers and business users.

You'll work with SMEs to validate technical accuracy, develop content templates, and ensure alignment with naming conventions and lifecycle management.

Qualifications

• 5+ years leading documentation or knowledge management initiatives.
• Ability to translate complex technical concepts into clear, plain-language documentation.
• Experience with knowledge base platforms; ServiceNow is highly relevant.
• Experience with IT or security procedures, or comparable content in regulated environments.
• 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.
• Define and document KB content standards including voice, tone, structure, taxonomy, metadata tagging, and lifecycle.
• Write and publish procedures, end-user guides, runbooks, and articles in plain language.
• Collaborate with SMEs to validate technical accuracy and update content to reflect current processes.
• Develop and maintain content templates and tagging conventions within ServiceNow.
• Prioritize and manage a writing queue with minimal supervision.
• Incorporate feedback from reviews and update content as systems change.

Skills

Technical writing

Documentation leadership

Plain language

Content strategy

UX writing

AI writing tools

Research with SMEs

Education

Bachelor's degree in English, Communications, or related field

Tools

ServiceNow

Job description

Newrez is seeking a Senior Technical Writer to join its Information Security team on a contract basis in Dallas. You will lead the audit and overhaul of the Enterprise ServiceNow Knowledge Base, rewriting outdated procedures and creating clear, user-friendly documentation for engineers and business users.

You'll work with SMEs to validate technical accuracy, develop content templates, and ensure alignment with naming conventions and lifecycle management.