Support Engineer (Technical Writing/ knowledge manager)

Job Description

We are seeking an experienced IT Knowledge Technical Writer with a background in IT Service Management and IT Operations to join our team. This role is ideal for professionals who are passionate about creating high-quality knowledge content and driving knowledge management practices.

Key Responsibilities

• Own the end-to-end creation and maintenance of technical and non-technical knowledge base articles and process documentation
• Collaborate with subject matter experts, engineers, and service teams to translate complex technical information into clear, user-friendly content
• Manage the knowledge management lifecycle, ensuring content is accurate, relevant, and aligned with ITIL best practices
• Establish and enforce knowledge governance standards, including article reviews, approvals, and version control
• Promote and drive adoption across support teams
• Monitor knowledge usage and feedback to identify gaps, improve content quality, and enhance self-service capabilities
• Support service management functions by documenting ITSM processes, procedures, and workflows
• Assist with internal communications, training materials, and service transition documentation as needed

Requirements

• 3 to 5 years of experience in technical writing or knowledge management within an IT environment
• Understanding of ITIL practices, particularly around Knowledge Management
• Proven ability to write clear, concise, and structured documentation for both technical and non-technical audiences
• Experience working with ITSM tools such as ServiceNow, Confluence, or similar platforms
• Excellent attention to detail, editorial skills, and ability to manage multiple documentation projects simultaneously
• Strong stakeholder engagement and communication skills

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About Niq

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

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• Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion