Knowledge Management/Technical Writer
Summary:  Collaborate in the design, organization, and maintenance of a Knowledge Base system and the creation, editing, and maintenance of technical documentation.

Essential Duties and Responsibilities (include but not limited to)

 Knowledge Management Duties:

  • Strong working knowledge of Knowledge Base management systems
  • Lead in designing, organizing, structuring, and maintaining a robust library of digital content
  • Collaborate with others to determine Knowledge Base structure and content
  • Responsible for reporting and measurement of knowledge base content effectiveness through identification and management of Key Performance Indicators
  • Ensure adherence to standards, formats, and governance to aid in ease of use and data integrity of Knowledge Base system
  • Responsible for designing and maintaining the review/approval process for Knowledge Base content
  • Perform reviews of the Knowledge Base to identify areas that need to be updated/expanded
  • Design creative solutions and long-term strategies to effectively manage institutional knowledge
  • Encourage an organizational culture that promotes and supports knowledge sharing
  • Other duties as assigned

Technical Writer Duties:

  • Collaborate with Content Owners, subject matter experts (SME), Service Desk personnel, and end users to create, design, edit, and publish documents for a variety of issues/processes
  • Maintain content, monitor metrics and quality, review feedback, and implement improvements
  • Communicate complex information clearly and concisely for both technical and non-technical users
  • Establish, follow, and maintain content style guides, publishing standards and governance
  • Perform reviews of documentation and provide recommendations for revisions in scope, format, content, etc...
  • Generate innovative ideas for content and workflow solutions
  • Provides documentation, publication, and training material solution to requests/needs, as presented by users, SMEs, and management
  • Other duties as assigned

Qualifications (Knowledge, Skills, Abilities, and Requirements)

  • Able to contribute to community life, requiring stable and healthy interpersonal skills
  • Excellent English communication, grammar, and written skills
  • Practical skills in Content/Knowledge Management systems
  • Highly proficient technical writer capabilities
  • Excellent listening and organizational skills
  • Expert level technical writing and editing skills with a strong attention to detail
  • Exceptional analytical and conceptual thinking skills
  • Highly organized, resourceful, creative, and collaborative
  • Ability to multi-task and prioritize multiple tasks and deliverables
  • Ability to communicate clearly and maintain good working relationships with peers and end user at all technical and non-technical levels
  • Strong motivation to generate new work by taking the initiative to identify documentation needs
  • Technical IT background with experience documenting technical issues
  • Working knowledge of Confluence, SharePoint Content Administration, Microsoft Office Suite, Training & Development, Document Management, Publishing and Technical Writing
  • Training is required for this position and may include international travel.  Further, duration for travel may be for 3 weeks or longer per trip.
  • Supportive of Mercy Ships mission and vision, and committed to its core values.
  • Understand and apply servant leadership, work collaboratively with integrity and demonstrate accountability

Education and Experience

  • Experience communicating complex information clearly and concisely
  • Experience as a SharePoint Administrator or SharePoint Content/Knowledge Base Manager
  • Experience with Knowledge Base/Document management or similar Knowledge Management Systems
  • Bachelor's degree in English, Technical Writing/Communications, or Computer Science preferred
  • At least 3 years of work experience in Technical Writing, Knowledge Base Management/Organization
  • Successful completion of Mercy Ships Entry Training will be required within the first year.