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.
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
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.
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