Technical Writer

Welcome to Frontline Managed Services, where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence. Join Our Team and Be a Catalyst for Change! In this role, you will play a critical part in shaping how information is created, organized, and shared across our enterprise. Your efforts will help build and maintain a high-impact knowledge base in ServiceNow, delivering accessible, user-friendly technical content to support teams and end users worldwide. Your responsibilities will include re-writing and maintaining technical documentation for support processes, troubleshooting steps, and service workflows. You will also migrate and modernize knowledge articles from legacy platforms into ServiceNow. Collaboration with global subject matter experts, process owners, and IT support teams to validate and enhance content will be a key aspect of your role. Additionally, aligning content with knowledge standards, taxonomy, and metadata structure, as well as authoring and publishing content using ServiceNow tools will be part of your daily tasks. Participation in regular review cycles to maintain accuracy and relevance of published knowledge is also expected. To be successful in this role, you should have at least 3 years of technical writing experience, preferably in IT Services, Enterprise Support, or SaaS environments. Strong English writing, editing, and proofreading skills with excellent attention to detail are essential. Experience working with knowledge base platforms, particularly ServiceNow, is strongly preferred. You should be able to work independently and cross-functionally with teams across global time zones. Proficiency with Microsoft Office and collaboration tools such as SharePoint and Teams is required. Preferred qualifications include familiarity with ITIL or IT Service Management principles, experience managing large-scale documentation, or participating in system migrations, and an understanding of metadata tagging, taxonomy design, and accessibility best practices. By joining us, you will have the opportunity to work with a high-impact global platform used across the enterprise. You will be part of a collaborative and remote-friendly culture with opportunities for professional growth and exposure to enterprise transformation, content modernization, and knowledge strategy. If you are excited about the role and believe you could be a strong fit, we encourage you to apply, as we value potential and a growth mindset as much as experience. At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives, and are committed to building a team that reflects the clients and communities we serve.,