Technical Writer

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 support teams and employee self-service.

The role emphasizes Knowledge Management best practices, lifecycle governance, reporting, and adoption—helping EUS shift support left, improve resolution times, and enhance the overall Digital Employee Experience. Familiarity with Knowledge-Centered Service (KCS®) practices is a strong plus.

Key Responsibilities:

• Knowledge lifecycle ownership: Own the end-to-end lifecycle of knowledge articles—from creation and review through validation, publishing, usage monitoring, and retirement—within ServiceNow or a comparable enterprise ITSM platform.
• Content governance & standards: Ensure all articles follow approved templates, style guidelines, metadata standards, and taxonomy to enable consistency and discoverability across tools.
• Knowledge Base administration: Configure, organize, and maintain knowledge bases, categories, workflows, and approval processes within the ITSM knowledge platform.
• Reporting & insights: Pull and analyze knowledge usage reports (views, deflection, reuse, feedback, gaps) to measure effectiveness and drive continuous improvement.
• KCS-aligned practices: Apply and promote Knowledge-Centered Service (KCS) principles, including article quality, reuse, coaching feedback, and shift-left enablement.
• Content optimization for self-service: Ensure articles are written clearly and concisely for employee self-service, enabling faster resolution and call/ticket deflection.
• Collaboration: Work closely with EUS managers, SMEs, and frontline support teams to identify knowledge gaps and convert operational knowledge into high-value articles.
• Quality & currency reviews: Run regular audits and review cycles to keep content accurate, relevant, and aligned with current tools, processes, and policies.
• Change & release alignment: Partner with engineering and operations teams to ensure knowledge is updated in line with new releases, changes, and deprecations.
• Adoption & awareness: Support knowledge adoption through guidance, coaching, and best practices for contributors and reviewers.

Required Qualifications

• Has 3–6+ years of experience as a Technical Writer, Knowledge Manager, or similar role supporting IT, Service Desk, or Enterprise Technology teams.
• Hands-on experience managing a Knowledge Base within ServiceNow or a comparable ITSM platform.
• Strong understanding of knowledge lifecycle management, governance, and reporting.
• Excellent written communication skills with the ability to translate technical concepts into clear, user-friendly documentation.
• Experience pulling, analyzing, and interpreting knowledge usage metrics and operational reports.
• Ability to work cross-functionally with technical and non-technical stakeholders.
• Strong attention to detail, organization, and process consistency.

Preferred Skills & Experience

• Experience with Knowledge-Centered Service (KCS®) practices or certification (KCS Fundamentals, KCS Practices, or equivalent).
• Background supporting global IT organizations or shared service models.
• Familiarity with ITIL concepts (Incident, Request, Problem, Change).
• Experience optimizing knowledge for self-service and ticket deflection.
• Exposure to digital employee experience (DEX) or shift-left support strategies.
• Language & Communication Requirement
• Strong proficiency in written English (US) is required, as knowledge articles will support a primarily U.S.-based employee population and must align to U.S. terminology, tone, and clarity expectations.
• Willing to work hybrid 3x a week Alabang site
• Willing to work night shift (8PM -5AM MNL Time) start time may vary based on business needs); permanent night shift role
• Can start ASAP

The protection of your personal data is important to us. Before you proceed with your application please carefully read Cognizant's Privacy Notice to understand what personal data we collect when you apply, what we do with your data, and what rights you have. [ Link of Cognizant's Data Privacy - Link to Cognizant's Privacy Notice: cognizant.com/en_us/general/documents/Cognizant_Candidate_Priva…]

I hereby confirm that I have read and understood Cognizant's Candidate Privacy Notice. I am also giving consent to the processing of my personal data for the purposes outlined in the notice. I acknowledge, that I have read, understood, and have given my consent to the terms stated on the Candidate's Privacy Notice, including those related to sharing of my personal information with third parties and to cross-border transfer of such personal information.