Technical and Knowledge Writer
Technical and Knowledge Writer
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$ 50700 - 91650
1 Vacancy
Job Description
Leidos has an exciting opportunity for a Technical Writer on the Knowledge team to support our customer. The role supports the EndUser Centric IT Support 2 (ECIS 2 contract for the Centers for Medicare and Medicaid Services (CMS). The position is with the ECIS 2 Communications Knowledge and Training (CKT) team based in Windsor Mill MD (Baltimore).
More specifically the position supports the CMS Enterprise Service Desk by working with their knowledge base of Tier 1 troubleshooting articles as well as maintaining a collection of selfservice (Tier 0 articles for end users.
While the position and team are currently working remotely we have the requirement to be available to come into the Leidos or customer office in Baltimore Maryland as needed. This could be for one off or recurring meetings and at any time become a hybrid (onsite/remote) situation or fulltime onsite.
Due to the flexibility required to be available as needed on site applicants should be in the Baltimore Pennsylvania Washington DC Virginia vicinity to be able to come to the offices easily at 3300 Lord Baltimore Drive as needed.
Primary Responsibilities.
Under the direction of the Knowledge teams lead you will:
Write edit proofread and/or provide writing support for end user articles such as FAQs and howto guides with minimal proofreading errors logical organization and correct wording. And ensure that articles meet customer standards.
Write edit proofread and/or provide writing support for IT troubleshooting articles with minimal proofreading errors logical organization and correct wording.
Consult relevant sources including subject matter experts documents (and research) and client and project personnel to obtain background information
Successfully learn and apply understanding of technical initiatives and processes for assigned tasks
Analyze task tickets and draw from prior experiences to determine what needs to be done to resolve tickets in a timely manner
Review your peers work and that of CKT team members
Create reports using the ServiceNow platform and Excel
Complete team and adhoc tasks within required timeframe
Attend and participate in meetings.
Explain solutions practices and procedures to others within the organization.
Work successfully within project teams and manage work independently through these processes including internal and customer review and approval processes.
Act as a knowledge lead for IT projects and efforts in the customers IT environment.
Work collaboratively as part of the Communications Knowledge and Training Team and in a matrix environment that includes project managers IT engineers and service delivery professionals.
Basic Qualifications.
- Requires a bachelors degree in a related discipline (e.g. IT Technical Writing English or Communications) and 2 4 years of prior relevant experience or a masters degree with less than 2 years of prior relevant experience.
- Ability to communicate effectively: You must be able to communicate technical ideas and questions in a clear and concise manner both verbally and written and in a professional manner.
- Ability to write effectively: You must be able to write new documents as well as update existing ones with the following skills: proactive thinking conciseness logical organizing of ideas excellent proofreading skills and excellent use of proper grammar punctuation and sentence structure. And you must write with an understanding that subtle changes can have broad changes in meaning.
- Analytical skills: Ability to correctly determine what should be said or written and what should be excluded based on the audience and the intended outcome. After completing the training process you must be able to recall the teams operating procedures and independently determine appropriate next steps for assigned tasks and apply past learnings consistently.
- Listening skills: Ability to follow a complex technical conversation understand what information is relevant and ask pertinent questions to solve the immediate problems.
- Collaboration skills: Ability to work flexibly within your team and across multiple teams on shared tasks and products.
- Ability to maintain a steady pace of working throughout the day.
- Ability to work independently with minimal assistance from peers and POCs.
- Ability to correctly prioritize your daily work with the priorities of the teams work load in mind and independently meet deadlines.
- Ability to switch focus take on adhoc tasks and change priorities on short notice.
- Ability to create and update emails meeting notes and reports with professionalism effective writing accuracy attention to details proactivity and necessary background information as needed.
- Ability to maintain a can do attitude.
- Ability to use Microsoft 365 applications.
- Ability to review modify or create technical process steps including capturing and marketing up images for howto approaches in plain language
- Be able to lead some meetings with other program staff and some customer individuals that you work with regularly on behalf of the KM team.
- Act as a knowledge lead for larger projects and efforts.
- Experience with multitasking and prioritizing six or more tasks at a time.
- Experience supporting projects in a fastpaced environment.
Preferred Qualifications.
- Experience supporting an IT help desk/service desk with knowledge content or other support systems
- Experience using HTML
- Experience using the ServiceNow platform or similar platform
- ServiceNow badges or certification
- Experience using the Amaze Builder app
- Experience using Jira and Confluence
- Experience with the Scrum methodology
- A basic understanding of and interest in IT language (acronyms expressions and technical terms).
Original Posting:
April 15 2025For U.S. Positions: While subject to change based on business needs Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $50700.00 $91650.00The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.
Employment Type
Full-Time
