Job Title: Technical Writer
Assignment Type: 3 month with possible extension
Location: Hoboken (Antwerp), Belgium
Work Schedule: Monday - Friday - Min 3 days/ week after onboarding period.
Client: Leading Multinational Materials Technology Company
Kintec are currently partnered with a leading multinational materials technology company . They are currently recruiting for Technical Writer to be based in Hoboken (Antwerp), Belgium.
Department:
Information Systems, Reports to: Director Infrastructure, Service Center & End User Computing
Primary Task and Responsibilities:
Main Objective: Support the transformation of the IT Service Desk through AI-enhanced knowledge management.
Key Responsibilities:
- Create and update Level 0 (end-user) support articles in ServiceNow.
- Analyze historical IT support tickets to identify common issues and documentation gaps.
- Collaborate with IT subject matter experts and service desk agents to validate content.
- Translate technical procedures into clear, user-friendly documentation.
- Optimize articles for AI chatbot integration and retrieval.
- Participate in chatbot testing and iterative improvement.
- Monitor article usage and feedback for continuous enhancement.
- 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:
- Agile or iterative documentation development.
- Data-driven content creation based on ticket analysis.
- User-centered design for knowledge articles.
Certifications (preferred but not mandatory):
- Technical Writing Certification.
- ITIL Foundation (for understanding IT support processes).
- ServiceNow Knowledge Management certification (if available).
Language skills
- English
- Dutch is a plus.
Onsite Presence
- Location: Hoboken
- Min 3 days/ week after onboarding period.