Technical Writer
2 days ago
Role Overview - Technical Writer (Offshore)
Reports to: Head of IT Training
Engagement: Offshore contractor
Location: Remote offshore, with required overlap with AEST
Contract term: 6 months initial, with option to extend to 12 months based on performance and demand.
Purpose of the role
Enable our people to effectively use our digital tools by producing clear, engaging, and accurate content. The role will create and maintain user facing documentation and learning assets, support project teams with adoption collateral, and uplift the quality and findability of knowledge across our platforms. Delivery focus is content creation rather than live training, however support delivering live training may be required occasionally.
Key Outcomes
- High quality, plain English content that accelerates digital adoption and reduces avoidable Service Desk demand.
- A current, findable, and accurate knowledge base and SharePoint library that reflects latest functionality.
- Reusable adoption collateral for projects and BAU that aligns to our brand and accessibility standards.
Core Responsibilities
- Create and maintain written instructions, stepbystep guides, howto articles, FAQs, and troubleshooting content for:
- End users
- Service Desk knowledge base.
- Develop eLearning and microlearning resources such as short modules, quick reference guides, annotated screenshots, and short-form videos where appropriate.
- Review, rationalise, and update existing SharePoint and knowledge base content to reflect current functionality, remove duplication, and improve navigation and metadata.
- Partner with project teams to create adoption collateral such as release notes, feature spotlights, what'snew summaries, and onboarding packs.
- Apply and maintain consistent style, tone, terminology, and templates.
- Ensure accessibility compliance, Australian English spelling, and inclusive, plainlanguage standards.
- Use analytics and feedback to iterate and improve content findability and usefulness.
- Contribute to knowledge management hygiene such as tagging, versioning, archival, and review cycles.
Skills and Experience
Required
- Proven experience in technical writing, knowledge management, and digital learning content creation.
- Demonstrated ability to translate complex technical concepts into clear, taskbased content for nontechnical users.
- Handson experience with Microsoft 365 and SharePoint Online, plus a service desk knowledge base (for example, ServiceNow, Fresh service, or Jira Service Management).
- Proficiency with one or more eLearning or content tools (for example, Easy Generators, Articulate 360, Rise, Storyline, Camtasia, Snagit).
- Strong stakeholder engagement skills, including working with IT project teams and getting feedback from end users.
- Excellent attention to detail, information architecture awareness, and version control discipline.
- Experience supporting digital adoption or change initiatives.
- Familiarity with knowledge centred service principles, content design, and UX writing practices.
- Understanding of privacy, confidentiality, and handling of company information in an Australian context.
Success Measures
- Quality and accuracy
- Throughput and timeliness
- Findability and engagement
- Adoption and impact
- Governance and hygiene
2025 Grant Thornton Australia Limited. All rights reserved.
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