Job Title: Technical Writer – hybrid
Location: Coppell, TX
Primary Function
Newrez is looking for a curious and proactive, detail-oriented Technical Writer to join our Information Security team on a contractor basis. In this role, you'll lead the audit and overhaul of an existing Enterprise ServiceNow Knowledge Base, producing high-quality documentation that serves a diverse employee audience, from technical engineers to non-technical business users. You'll rewrite outdated procedures, runbooks, and how-to content into clear, human-friendly documentation that's easy to find, understand, and use.
Principal Duties
· Lead an audit of the existing Enterprise ServiceNow Knowledge Base (KB) to assess content quality and gaps, and deliver a prioritized remediation roadmap.
· Define and document KB content standards covering voice, tone, structure, taxonomy, metadata tagging, and article lifecycle management.
· Write and publish procedures, end-user guides, runbooks, and articles in plain language accessible to both technical and non-technical staff.
· Take ownership of content accuracy by conducting thorough research, which includes reaching out directly to the Newrez employees and teams who have the deepest knowledge of a given tool or process. That connection may require initiative to find the right person, even when a clear contact is not immediately available.
· Partner with subject matter experts (SMEs) to validate technical accuracy, resolve gaps, and ensure documentation reflects current processes and workflows.
· Develop and maintain content templates, style guidelines, and tagging conventions within ServiceNow.
· Prioritize and manage a writing queue with minimal supervision, flagging blockers early.
· Incorporate feedback from team reviews and update content as systems and processes change.
Education and Experience Requirements
· 5+ years with demonstrated experience leading documentation or knowledge management initiatives, or equivalent experience.
· Demonstrated ability to translate complex technical concepts into clear, plain-language documentation for non-technical audiences. Experience with knowledge base platforms is a plus, with ServiceNow being particularly relevant to this role.
· Expertise writing for both technical and non-technical audiences.
· Hands-on experience with IT or security procedures, access controls, or incident response documentation, or comparable content in a regulated or operations-driven environment is a plus.
· Background in information architecture, content strategy, or UX writing is a plus, as is experience in mortgage banking, financial services, or another regulated industry.
