Senior Technical Writer, Knowledge-Base Lead (ServiceNow)

INFOLOB; Coppell (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

INFOLOB is seeking a curious and proactive Technical Writer to join its Information Security team. You will lead the audit and overhaul of the Enterprise ServiceNow Knowledge Base, rewriting outdated procedures into clear, end-user friendly documentation.

You will define content standards, create templates, and work with SMEs to ensure accuracy across technical and non-technical audiences while maintaining up-to-date knowledge assets.

Qualifications

• 8+ years leading documentation or knowledge management initiatives.
• Ability to translate complex technical concepts into plain-language content for technical and non-technical audiences.
• Experience with knowledge base platforms; ServiceNow is preferred.
• Experience writingIT/security procedures, access controls, or incident response documentation.
• Background in information architecture, content strategy, or UX writing.
• Experience in mortgage banking or financial services or other regulated industries.

Responsibilities

• Lead audit and overhaul of the Enterprise ServiceNow Knowledge Base to identify gaps and deliver a remediation roadmap.
• Define KB content standards covering voice, tone, structure, taxonomy, metadata tagging, and lifecycle management.
• Write and publish procedures, end-user guides, runbooks, and articles in plain language accessible to both technical and non-technical staff.
• Reach out to Newrez employees and teams to gather knowledge from subject matter experts who have deep tool/process knowledge.
• Partner with SMEs to validate technical accuracy and ensure documentation reflects current processes and workflows.
• 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 team reviews and update content as systems and processes change.

Skills

Technical writing

Plain language writing

Content strategy

Information architecture

UX writing

AI writing tools

Collaboration with SMEs

Tools

ServiceNow

Job description

INFOLOB is seeking a curious and proactive Technical Writer to join its Information Security team. You will lead the audit and overhaul of the Enterprise ServiceNow Knowledge Base, rewriting outdated procedures into clear, end-user friendly documentation.

You will define content standards, create templates, and work with SMEs to ensure accuracy across technical and non-technical audiences while maintaining up-to-date knowledge assets.