Senior Technical Writer

Optomi; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading tech consulting firm is looking for a Technical Writer to join their IT and Store Systems organization. This long-term remote contract role requires over 5 years of experience in technical writing for IT systems. Responsibilities include documenting troubleshooting procedures, modernizing legacy documentation, and collaborating with diverse teams. Candidates must have strong communication skills, experience with ServiceNow, and the ability to create user-friendly documentation. This position is exclusively available for applicants in the United States.

Qualifications

• 5+ years of experience as a Technical Writer supporting IT software/enterprise systems.
• Experience documenting troubleshooting procedures or technical support processes.
• Ability to translate complex technical concepts into clear, concise documentation.
• Experience working with ServiceNow for documentation.

Responsibilities

• Partner with cross-functional teams to document troubleshooting processes.
• Clean up and modernize legacy documentation for improved usability.
• Create clear, step-by-step SOPs and troubleshooting guides.
• Organize documentation within ServiceNow and recommend best practices.

Skills

Technical writing

Documenting troubleshooting procedures

Content governance

Collaboration skills

Written communication

Tools

ServiceNow

Job description

Optomi, in partnership with a major US retailer, is seeking a Technical Writer to join their IT and Store Systems organization. This long-term remote contract position is open to candidates based in the United States.

What the Right Professional Will Enjoy:

• Partnering with cross-functional IT, support, and store operations teams to document and improve troubleshooting processes for in-store systems and products.
• Cleaning up, consolidating, and modernizing legacy documentation to create a more structured, user-friendly knowledge base.
• Designing and implementing documentation standards, templates, and governance to improve consistency and usability.
• Creating clear, step-by-step troubleshooting guides, SOPs, knowledge articles, and process documentation for technical and non-technical audiences.
• Contributing to and organizing documentation within ServiceNow (knowledge base and ticketing system), while recommending best practices for content structure and taxonomy.
• Driving continuous improvement in documentation quality, accessibility, and searchability across the organization.
• Working autonomously in a fully remote environment while collaborating closely with distributed teams.

Apply Today If Your Background Includes:

• 5+ years of experience as a Technical Writer supporting IT software / enterprise systems.
• Experience documenting troubleshooting procedures, incident resolution workflows, or technical support processes.
• Proven experience cleaning up and restructuring large volumes of legacy documentation.
• Experience working with ServiceNow as a documentation repository and/or ticketing system (preferred).
• Strong understanding of knowledge management best practices, including information architecture and content governance.
• Ability to translate complex technical concepts into clear, concise documentation for varied audiences.
• Experience collaborating with engineers, support teams, and business stakeholders to gather and validate technical information.
• Excellent written communication, organization, and editing skills.