Technical Writer (ServiceNow Experience Required)

About the role

We are seeking a detail-oriented Knowledge Management Analyst to support a time-bound initiative focused on improving HR knowledge content and policy governance. This fully remote contract role is ideal for a strong technical writer and process builder who can turn complex, fragmented information into clear, structured, user-friendly resources. You will help create and maintain a centralized knowledge base while establishing sustainable processes for policy creation, review, approval, and renewal. This is a hands-on, deliverable-driven engagement with defined milestones and the opportunity to leave behind scalable tools, standards, and workflows. Contract: 3 months.

Responsibilities

• Author and publish 50+ knowledge base articles across priority HR topics.
• Consolidate information from multiple systems and formats into a consistent, searchable knowledge base.
• Apply established taxonomy, templates, and article standards to improve findability and usability.
• Create a source-of-truth map to identify content locations, duplication, and gaps.
• Partner with process owners and subject matter experts to validate content accuracy.
• Develop SOP articles, reusable templates, and a style guide for future contributors.
• Implement a governed policy lifecycle process, including ownership, review cadence, version control, and approvals.
• Establish content standards, tagging practices, and documentation structures that support future AI-enabled search and retrieval.
• Train internal teams on new knowledge management and policy governance processes.
• Track governance health, including missing ownership, overdue reviews, and incomplete metadata.

Qualifications

• 2+ years of experience creating content in an enterprise knowledge base or content management platform, such as ServiceNow Knowledge Management, Confluence, or SharePoint.
• Intermediate proficiency using ServiceNow Knowledge Management as an author or contributor.
• Excellent technical writing skills and the ability to make complex information clear and actionable.
• Experience building or operating governance processes, including review cycles, approval workflows, or version control.
• Ability to work independently, manage a high-volume content schedule, and meet milestone-driven deadlines.
• Experience training or coaching others on new processes or tools.
• Proficiency with Microsoft Word and Excel for documentation and tracking.
• (Preferred) Experience with policy management, compliance documentation, or regulatory content.
• (Preferred) Background in HR operations, HR shared services, or human capital management systems.
• (Preferred) Familiarity with metadata, taxonomy, and content lifecycle management.
• (Preferred) Experience structuring and tagging content for AI-assisted search or retrieval.