Remote IT Communications & Knowledge Specialist

Stefanini North America and APAC; Auburn Hills (MI); On-site; USD 65,000 - 95,000; Full time

Job summary

Stefanini North America and APAC seeks an experienced IT communications specialist to draft end-user content, publish notices, and maintain knowledge articles tied to incidents, outages, and releases. You will partner with SMEs to ensure accuracy, accessibility, and clear messaging across audiences.

Responsibilities include governing content quality, optimizing for self-service, supporting service desk training, and tracking metrics to drive continuous improvement in clarity and user experience.

Qualifications

• Draft and edit clear end-user-facing content from technical inputs and tailor messaging to audiences.
• Experience maintaining knowledge articles for self-service and internal support.
• Working knowledge of IT service management concepts (incident, request, problem, change).
• Strong collaboration with SMEs and cross-functional partners; manage competing priorities.

Responsibilities

• Draft, review, and publish end-user communications for incidents, outages, maintenance, migrations, policy/feature updates.
• Ensure communications meet clarity, readability, tone, inclusivity, and accessibility; tailor messaging by audience, region/site, and channel.
• Validate technical accuracy by partnering with SMEs; confirm scope, timelines, and user actions before release.
• Maintain and promote knowledge content for end-user visibility and internal support systems.
• Coordinate periodic knowledge reviews with content owners/SMEs; track updates and retirements.
• Improve findability and usability with consistent titles, keywords, tags, templates, and plain-language rewrites.
• Drive shift-left by converting internal knowledge into self-service and virtual agent content.
• Assist with training for service desk on knowledge, playbooks, and customer-impact messaging.
• Collaborate with virtual agent/automation teams on conversation content to reduce contact volume and improve resolution time.
• Support EUS initiatives with campaign-style content and adoption guidance.
• Monitor feedback and performance indicators and recommend improvements.
• Maintain an editorial calendar and publishing pipeline; manage approvals and timelines.
• Ensure security, privacy, and compliance in content (no sensitive data in articles).

Skills

Plain-language writing

Knowledge governance

Stakeholder management

Content design

Operational discipline

Customer experience mindset

Incident communications

Education

Associate's degree in Communications or equivalent

Tools

Microsoft 365

Job description

Stefanini North America and APAC seeks an experienced IT communications specialist to draft end-user content, publish notices, and maintain knowledge articles tied to incidents, outages, and releases. You will partner with SMEs to ensure accuracy, accessibility, and clear messaging across audiences.

Responsibilities include governing content quality, optimizing for self-service, supporting service desk training, and tracking metrics to drive continuous improvement in clarity and user experience.