Technical Writer

Insight Global; Philadelphia (Philadelphia County); On-site; USD 55,000 - 83,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

DCFSA

401k with employer matching

Paid time off

Paid sick leave

Job summary

Insight Global's client is seeking a detail-oriented Technical Writer to create, maintain, and improve operational documentation for customer service and business operations. You will work with SMEs, stakeholders, and training partners to translate processes into clear SOPs, job aids, and reference guides.

The role requires gathering information, identifying gaps, and developing process maps and training materials, with an emphasis on accuracy and clarity.

Qualifications

• 2–5+ years of experience in technical writing, process documentation, SOP development, or related areas.
• Experience independently creating SOPs, process maps, workflow documentation, job aids, or training materials.
• Experience interviewing SMEs and gathering information to document processes.
• Ability to convert verbal or partially documented processes into clear written documentation.
• Strong written communication, editing, and proofreading skills.
• Excellent attention to detail and organizational skills.
• Strong stakeholder management and collaboration skills.
• Ability to manage multiple projects with limited oversight.
• Experience in insurance, financial services, customer service, operations, or process-driven environments preferred.
• Bachelor’s degree or equivalent professional experience in related field.

Responsibilities

• Create, edit, and maintain SOPs, work instructions, process maps, job aids, quick-reference guides, and other operational documentation.
• Interview SMEs and employees to understand and document business processes from start to finish.
• Translate complex processes into clear, concise procedures.
• Identify gaps and opportunities to improve existing documentation.
• Create visual process flows and workflow documentation using process-mapping tools.
• Maintain standardized documentation templates, version control, and change histories.
• Partner with training and business teams to develop learner guides, knowledge articles, onboarding materials, and supporting documentation.
• Maintain and organize documentation within knowledge bases and repositories.
• Document procedural changes, system enhancements, and updates to business processes.
• Support implementation and operational initiatives with procedural documentation.
• Review documentation for accuracy, consistency, quality, and compliance.
• Manage multiple documentation projects and priorities while meeting deadlines.

Skills

Technical writing

SOP development

Process documentation

Stakeholder management

Independent work

Editing

Education

Bachelor’s degree in Technical Writing or related field

Tools

MS Word

MS Excel

MS PowerPoint

Visio

Miro

LMS

Job description

A client of Insight Global is seeking a Technical Writer to create, maintain, and improve operational documentation supporting customer service and business operations. This individual will work closely with subject matter experts, business stakeholders, operations teams, and training partners to understand existing processes and translate them into clear, user-friendly documentation.

The ideal candidate is comfortable working independently, gathering information from stakeholders, identifying documentation gaps, and developing SOPs, process maps, job aids, reference guides, and training materials.

Logistics-

• 3 month Contract
• Option of going on-site at one of these three locations: Alpharetta, GA; Wilkes-Barre, PA; Philadelphia, PA

Responsibilities

• Create, edit, and maintain Standard Operating Procedures (SOPs), work instructions, process maps, job aids, quick-reference guides, and other operational documentation.
• Interview subject matter experts and employees to understand and document business processes from beginning to end.
• Translate complex or loosely documented processes into clear, concise, and easy-to-follow procedures.
• Identify gaps, inconsistencies, and opportunities to improve existing documentation.
• Create visual process flows and workflow documentation using process-mapping tools.
• Maintain standardized documentation templates, version control, and document change histories.
• Partner with training and business teams to develop learner guides, knowledge articles, onboarding materials, and supporting documentation.
• Maintain and organize documentation within knowledge bases and document repositories.
• Document procedural changes, system enhancements, and updates to business processes.
• Support implementation and operational initiatives with appropriate procedural documentation.
• Review documentation for accuracy, consistency, quality, and compliance.
• Manage multiple documentation projects and priorities while meeting established deadlines.

Qualifications

• 2–5+ years of experience in technical writing, process documentation, SOP development, business process documentation, or a related area.
• Demonstrated experience independently creating SOPs, process maps, workflow documentation, job aids, or training materials.
• Experience interviewing SMEs and gathering information needed to document processes.
• Ability to take a verbal, informal, or partially documented process and turn it into clear written documentation.
• Strong written communication, editing, and proofreading skills.
• Excellent attention to detail and organizational skills.
• Strong stakeholder management and collaboration skills.
• Ability to manage multiple projects and work independently with limited oversight.
• Experience within insurance, financial services, customer service, operations, document processing, or another process-driven environment is preferred.
• Bachelor’s degree in Technical Writing, Communications, English, Business, Education, or a related field preferred; equivalent professional experience may be considered.

Technical Skills

• Strong proficiency with Microsoft Word, including templates and document formatting.
• Proficiency with Microsoft Excel and PowerPoint.
• Experience with process-mapping and workflow-visualization tools such as Visio, Miro, or similar platforms.
• Familiarity with document management and knowledge management platforms.
• Experience with Learning Management Systems (LMS) or documentation-authoring tools is a plus.

Preferred Background

Candidates with experience supporting customer service, business operations, insurance, financial services, claims, training, knowledge management, or process improvement environments are particularly relevant.

Success Profile

A successful candidate will be a self-directed, process-oriented Technical Writer who is comfortable taking ownership of documentation assignments from discovery through completion. They should be able to ask the right questions, understand how a process works, identify missing information, and create clear documentation that employees can easily follow.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are an Equal Opportunity Employer and are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We believe that diversity drives innovation and strengthens our ability to serve our clients and communities.