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Mid LevelFull-timeAI
Salary Range
$59,500 - $80,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Writer to join our ETS team at BPM India. This role involves creating and maintaining comprehensive documentation for our IT systems and processes.
Key Responsibilities
- →Partner with ETS leads to refine and establish standard documentation templates, naming conventions, and formatting guidelines for all ETS documentation categories.
- →Serve as the primary owner of SOPs, runbooks, knowledge articles, policies, and practices across ETS.
- →Maintain and enforce document governance including version control, approvals, lifecycle management, and content freshness.
- →Review the entire existing ETS documentation catalog to identify gaps, outdated information, and modernization needs.
- →Update legacy documentation to reflect current systems, tools, and processes.
- →Create new documentation based on requests from ETS teams, PMO, or leadership.
- →Work with SMEs across ETS to gather information through interviews, workshops, and recorded video walkthroughs.
- →Convert SME-created screen recordings into high-quality SOPs, step-by-step guides, and process documents.
- →Ensure documentation accurately reflects operational requirements and best practices.
- →Use AI tools (e.g., Microsoft Copilot, transcription tools, SD+ or ITGlue AI features) to improve clarity, consistency, and structure; accelerate drafting and editing; extract steps and workflows from SME recordings.
- →Create and manage documentation using ITGlue, ServiceDesk+ (SD+), and other ETS-approved platforms.
- →Build workflows, linkages, and structured documentation in ITGlue.
- →Support integration of documentation into ITSM workflows when needed.
- →Ensure documentation meets operational quality standards and aligns with audit-ready expectations.
- →Support optional compliance documentation (SOX, SOC, ISO) as needed.
- →Maintain appropriate confidentiality and follow security guidelines when handling sensitive or production-related content.
- →Work closely with PMO team (primary reporting line), ETS leads and managers, Operations & Support teams, Infrastructure and application owners.
Requirements
- ✓Mid-level experience (5–7 years) in technical writing or IT documentation roles.
- ✓Demonstrated experience writing SOPs, runbooks, process docs, and knowledge base articles.
- ✓Ability to translate complex technical workflows into clear, concise documents.
- ✓Experience collaborating with SMEs and conducting structured interviews.
- ✓Proficiency with documentation tools such as ITGlue, SD+, Confluence, SharePoint, or similar.
- ✓Background in IT operations, ITSM, infrastructure, or enterprise technology.
- ✓Familiarity with ITIL concepts or service management processes.
- ✓Experience with AI-powered documentation tools.
- ✓Exposure to structured documentation in a PMO or ops-focused environment.
- ✓Exceptional command of written and spoken English (required).
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