Technical Writer


Posted 2 years ago

We’re looking for a Technical Writer! Reach out if you’re interested and feel free to refer friends/colleagues!


Type of Employment: Contract

Title: Technical Writer

Term: 6 months + extension

Location: Remote, for now/ Toronto

Job ID number: C1241


Brief description of duties:


As a Knowledge Base Owner/Technical Writer, you will assemble, guide, implement and maintain an effective knowledge base for the EpiCX program that enables better end-user adoption, ultimately benefiting our business and eventually, our patients. You will be collaborating with the various product teams, developers, quality engineers, change agents, and various stakeholders to build a content repository that will make our products easier to use.

  • Plan and implement a knowledge base for the EpiCX ecosystem in Service Now
  • Study, outline, write and edit new and existing content, working closely with various product teams to understand project and product requirements
  • Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
  • Independently gather information from subject matter experts to develop, organize, and write procedure manuals, technical specifications, and process documentation
  • Collaborate with various leads to identify all documentation repositories, revise and edit, and determine the best solution for data compilation and centralized storage
  • Produce high-quality documentation by incorporating business context alongside technical details that meet applicable standards and are appropriate for its intended audience
  • Maintain and upkeep the repository through every release cycle
  • Create tutorials to help end-users use a variety of products
  • Create and maintain the products information architecture within ServiceNow


  • Bachelor’s degree in Science, Information Systems, or related field.
  • 5+ years of experience in a similar role or context
  • Good working knowledge of ServiceNow Knowledge Base
  • Demonstrated experience in managing knowledge base for large transformation programs
  • Experience preparing end-user documents for Salesforce CRM or similar systems
  • Business domain knowledge for one or more of the following areas: Commercial Excellence, CRM, Multichannel, analytical/dashboards, finance/procurement
  • Pharma Commercial Operations experience is an added advantage


Nice to haves:

  •  Lives the spirits of an agile innovative culture with a mindset of servant leadership
  • Proven ability to quickly learn and understand complex topics
  • Superior written and verbal communication skills, with a keen eye for detail
  • Experience working with business stakeholders and vendors to improve the user experience: design, UI, and help refine content and create visuals and diagrams for technical support content
  • Proven ability to handle multiple topics simultaneously, with an eye for prioritization
  • Strong interpersonal skills, skilled in facilitation, situational awareness, communications, and mentoring
  • Working knowledge of SDLC and release processes
  • Passionate about learning, sharing, and further developing best practices to achieve greater impact
  • Strong awareness of geographic, cultural, and organizational opportunities, conditions, and constraints to build sound, sustainable and collaborative relationships with stakeholders.
  • EpiCX is a global program, therefore flexibility to attend some meetings (not all) outside “standard” working hours is needed to be successful.




Job Features

Job CategoryTechnical Writer
Technical writer5+

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