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Technical Writer II, Knowledge Base & Enablement
Location
United States
Posted
89 days ago
Salary
$50K - $70K / year
Seniority
Senior
Job Description
Technical Writer II, Knowledge Base & Enablement
Teladoc Health
• Works with business leaders and stakeholders to identify and address areas of opportunity and gaps in knowledge flow. • Supports the design, implementation and enhancement of core KB approaches used to support critical knowledge flow within and across the business and knowledge domains. • Develops and implements the KB technology infrastructure and strategy and configures to ensure they continuously respond to changing business needs. • Supports the knowledge sharing technology needs of leadership teams, business unit groups, individual networks, and other stakeholders as needed. • Models best practices and knowledge sharing behaviors in the use of enabling technologies. • Monitors and evaluates knowledge base programs, including external benchmarking and evaluation programs/opportunities. • Facilitates gathering and documenting requirements with business and technology partners. Documentation may include creating wireframes, user flows and process flows with sensitivity to user-system interaction. • Develops and implements the knowledge base communication strategy; helps disseminate information about the organization's KB program to internal and external audiences.
Job Requirements
- Bachelor’s degree in a STEM field; equivalent work experience is acceptable.
- 3+ years of experience creating and maintaining technical documentation or knowledge base (KB) content within a Service Desk, IT Support, or NOC environment.
- Proven ability to translate complex technical processes into clear, user-friendly documentation for both technical and non-technical audiences.
- Hands-on experience managing documentation within tools such as Confluence, Jira, and/or Microsoft SharePoint, including content organization and lifecycle management.
- Familiarity with HTML or rich text editing for web-based documentation (e.g., formatting, embedding, or structuring content within KB tools).
- Experience working cross-functionally to gather requirements and information from stakeholders, including technical teams and senior leadership.
- Strong organizational skills with the ability to manage multiple documentation priorities in a fast-paced, evolving environment.
- Demonstrated ability to identify knowledge gaps and proactively improve documentation to support end users and reduce escalations.
- Excellent written and verbal communication skills.
Benefits
- Flexible Vacation Policy
- 80 hours of Paid Sick, Safe, and Caregiver Leave annually
- Performance bonuses
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