Job Title: Technical Writer
Assignment Type: 3 month with possible extension
Location: Hoboken (Antwerp), Belgium
Work Schedule: Monday - Friday - Min 3 days/ week after onboarding period.
Client: Leading Multinational Materials Technology Company
Kintec are currently partnered with a leading multinational materials technology company. They are currently recruiting for
Technical Writer
to be based in Hoboken (Antwerp), Belgium .
Department:
Information Systems, Reports to: Director Infrastructure, Service Center & End User Computing
Primary Task and Responsibilities:
Main Objective: Support the transformation of the IT Service Desk through AI-enhanced knowledge management.
Key Responsibilities:
* Create and update Level 0 (end-user) support articles in ServiceNow.
* Analyze historical IT support tickets to identify common issues and documentation gaps.
* Collaborate with IT subject matter experts and service desk agents to validate content.
* Translate technical procedures into clear, user-friendly documentation.
* Optimize articles for AI chatbot integration and retrieval.
* Participate in chatbot testing and iterative improvement.
* Monitor article usage and feedback for continuous enhancement.
* Contribute to knowledge clean-up campaigns and gamified improvement initiatives.
Technical Profile Requirements:
* Proven experience in technical writing, ideally in IT support or enterprise environments.
* Strong command of ServiceNow or similar knowledge management platforms.
* Familiarity with AI tools or chatbot systems.
* Analytical skills to interpret support ticket data and identify trends.
* Ability to manage documentation projects independently under tight deadlines.
Non-Technical Profile Requirements:
* Excellent writing and editing skills focused on clarity and accessibility.
* Strong collaboration and communication skills to work with cross-functional teams.
* Self-motivated and proactive in identifying content gaps and improvement opportunities.
Methodology and Certification:
Methodology:
* Agile or iterative documentation development.
* Data-driven content creation based on ticket analysis.
* User-centered design for knowledge articles.
Certifications (preferred but not mandatory):
* Technical Writing Certification.
* ITIL Foundation (for understanding IT support processes).
* ServiceNow Knowledge Management certification (if available).
Language skills
* English
* Dutch is a plus.
Onsite Presence
* Location: Hoboken
* Min 3 days/ week after onboarding period.