Technical Writer – Knowledge Database at Ferguson Enterprises

Job Description

Technical Writer – Knowledge Database at Ferguson Enterprises

Job Description:

Ferguson is North America’s leading value-added distributor across residential, non-residential, new construction and repair, maintenance, and improvement (RMI) end markets. Spanning 34,000 suppliers and more than one million customers, we deliver local expertise, value-added solutions, and the industry’s most extensive portfolio of products. From infrastructure, plumbing, and appliances, to HVAC, fire protection, fabrication, and more, we make our customers’ complex projects simple, successful, and sustainable.

We have a great opportunity for a Technical Writer to join the Knowledge Management Team, within the Ferguson IT organization. In this role, the candidate will manage knowledge content in our knowledge database that is accurate and up-to-date for our end users. The Knowledge Management team is responsible for publishing knowledge content/articles, maintaining active published articles, and retiring any articles that are no longer required. This is accomplished by working with multi-functional domain experts within Ferguson IT. Knowledge Management is seeking a new team member that understands content management, is self-motivated, task-oriented, organized, and quick-thinking.

JOB OBJECTIVE: Responsible for engaging in a variety of operational activities associated with the Ferguson IT Support and Operations Department. These activities include but are not limited to Knowledge Management and work instructions for internal processes.

Duties and Responsibilities:

• Support IT services by researching and crafting documents for Knowledge.

• Facilitate the improvement and documentation of company operational processes, policies, and procedures

• Manage updates and revisions to technical documentation within the ServiceNow Database

• Review published materials and recommend revisions or changes in scope, format, content, and distribution methods

• Encourage knowledge-sharing by collaborating with departments and project teams

• Complete the knowledge process defined by the Knowledge Management Team

• Responsible for supervising work queues and prioritizing work as appropriate

• Manage sophisticated documentation projects

• Analyze documents to maintain consistency of style of content

• Assure accurate maintenance of publications, materials, records, and other related documentation

Qualifications and Requirements:

• Bachelor’s degree; preferably in English, Communications, Journalism, Software Engineering, Computer Science, or Technical Writing, or equivalent in professional experience

• Proven working experience in technical writing, product documentation, or online publishing.

• Ability to deliver high quality documentation, paying close attention to detail

• Excellent written and verbal communication skills

• Experienced with using content management systems

• Capacity to quickly grasp complex technical concepts and make them easily understandable in text and images

• Ability to set goals, prioritize multiple objectives with various deadlines, and independently manage documentation projects

• Strong organizational skills and the ability to balance multiple activities with changing priorities simultaneously

• Solid grasp of document formatting and presentation techniques

• Strong interview and listening skills, with the capability to extract key messages from non-communicators

• Knowledge of information gathering, content planning, and document organization methods and principles

• Ability to positively influence others to ensure that projects are delivered on time and with a high degree of quality

• Strong computer skills, including the Microsoft Office 365 suite; proficiency in SharePoint Online is helpful

• Ability to effectively work both independently and multi-functionally in a team environment

• Ability to communicate effectively to both technical and non-technical audiences in written and non-written formats

• Ability to work with all levels of associates with minimal direction in a very multifaceted environment

• Ability to quickly learn new systems and tools

Ferguson is dedicated to providing meaningful benefits programs and products to our associates and their families—geared toward benefits, wellness, financial protection, and retirement savings. Ferguson offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!

The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.