Senior Technical Writer (EUS Hybrid Support) – End User Transformation Services (EUTS)

The Technical Writer – Knowledge Management is responsible for owning and operationalizing knowledge content across End User Services within ServiceNow or a comparable enterprise ITSM platform. This role partners with all IT support teams (Service Desk, Deskside/Onsite, AV/METS, Executive Support, and Engineering) to ensure knowledge articles are accurate, current, consistently structured, and optimized for both internal teams and employee self-service, while driving Knowledge Management best practices, lifecycle governance, reporting, and adoption to support shift-left and improve the digital employee experience.

This role drives Knowledge Management best practices, lifecycle governance, reporting, and adoption to support EUS in shifting support left, speeding up resolution times, and improving the Digital Employee Experience. It also maintains strong alignment with frontline operations by providing hands-on support for ticket resolution on a secondary basis, helping to ident...