About the job Technical Writer (Freelance)
đź“‹ Tasks and responsibilities
Main Objective: Support the transformation of the IT Service Desk through AI-enhanced knowledge management.
Key Responsibilities:
o Create and update Level 0 (end-user) support articles in ServiceNow.
o Analyze historical IT support tickets to identify common issues and documentation gaps.
o Collaborate with IT subject matter experts and service desk agents to validate content.
o Translate technical procedures into clear, user-friendly documentation.
o Optimize articles for AI chatbot integration and retrieval.
o Participate in chatbot testing and iterative improvement.
o Monitor article usage and feedback for continuous enhancement.
o Contribute to knowledge clean-up campaigns and gamified improvement initiatives.
Technical Profile Requirements
• Proven experience in technical writing, ideally in IT support or enterprise environments.
• Strong command of ServiceNow or similar knowledge management platforms.
• Familiarity with AI tools or chatbot systems.
• Analytical skills to interpret support ticket data and identify trends.
• Ability to manage documentation projects independently under tight deadlines.
Non-Technical Profile Requirements
• Excellent writing and editing skills focused on clarity and accessibility.
• Strong collaboration and communication skills to work with cross-functional teams.
• Self-motivated and proactive in identifying content gaps and improvement opportunities.
Methodology and Certification
• Methodology:
o Agile or iterative documentation development.
o Data-driven content creation based on ticket analysis.
o User-centered design for knowledge articles.
• Certifications (preferred but not mandatory):
o Technical Writing Certification.
o ITIL Foundation (for understanding IT support processes).
o ServiceNow Knowledge Management certification (if available).
Language skills
• English
• Nederlanads is a plus.
đź“ťYour profile
- Analitic Skills
- Proven experience in technical writing
đź’Ľ Offer
You will be part of a growing Belgian SME where initiative and personal development are encouraged. We will provide you with an enjoyable work environment with fun colleagues. We will work out a career plan with you, with attention and a budget for extra education/certification. You can count on an attractive salary, supplemented with extra-legal benefits, including a company car.
(Freelance is also possible)