Technical Writer – Part-Time, Fixed-Term, 3 Months

This is a fully remote position, open to applicants in Australia.

📋 Description

• Conduct an audit of the current Knowledge Base and prioritize content deficiencies by utilizing support ticket data, Knowledge Base analytics, and input from stakeholders.

• Analyze and interpret Jira engineering and development tickets to gain insights into product modifications and features.

• Reorganize the Knowledge Base to enhance discoverability and clarity.

• Revamp articles to ensure consistent formatting, headings, and metadata for manual navigation and AI-agent retrieval.

• Revise outdated articles and create new content using internal documentation and insights from subject-matter experts.

• Ensure technical accuracy through in-app testing and reviews conducted by subject-matter experts.

• Oversee and publish content in Zendesk or a comparable Help Center platform.

• Identify the 10 most common customer activities in ZonePayroll and develop a task-oriented onboarding module for each.

• Craft how-to guides complete with pro tips and regional adaptations.

• Utilize adult learning principles and instructional design to establish a needs-based learning pathway.

• Generate screenshots, 15–30-second video clips, and interactive content.

• Keep records of articles and monitor progress against milestones within the agreed-upon hours and term.

⛳️ Requirements

• A bachelor's degree in Technical Communication, English, Instructional Design, or a related field, or equivalent practical experience.

• Over 3 years of technical writing experience focused on creating and managing Help Center or Knowledge Base content.

• More than 2 years of experience in developing on-demand learning or customer onboarding content utilizing instructional design principles.

• Proven experience in creating and editing multimedia learning materials, such as screenshots, short videos, and interactive modules.

• Familiarity with Jira, including the ability to read and interpret engineering tickets.

• Must be based in Australia and possess the right to work in the country.

• Preferred: Experience in the payroll domain and/or with NetSuite.

• Preferred: Knowledge of Zendesk, Snagit, and Genially.

• Preferred: Experience in structuring content for AI agents or large language model-based search and retrieval.

🏝️ Benefits

• Fully remote work.

• High-trust flexibility and autonomy.

• Equal Opportunity Employer with a diverse, equitable, and inclusive workplace.