<h3>Job Description</h3>
Job Description
Technical writer MUST have experience with:
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Published and maintained IT Support and Self‑Support knowledge articles in Sound Transit‑approved tools and formats (e.g., ServiceNow Knowledge, SharePoint, Word).
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Updated documentation reflecting changes to tools, processes, services, or operational practices.
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Recurring employee‑facing IT knowledge content (e.g., monthly IT Tips) published to the agency intranet, as requested.
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Documentation that supports onboarding, operational consistency, and effective issue resolution across IT Support Services.
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We should ask for the sample documents from the consultant regarding:
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; IT Support and Self‑Support knowledge base articles
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Standard operating procedures (SOPs)
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Work instructions and process documentation
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Reference guides and how‑to materials
•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Employee‑facing “IT Tips” or similar informational articles published to the agency intranet (HUB)

Request for IT Knowledge Management & Technical Writing Services

Job Description