Technical Writer

Job Title: Technical WriterAssignment Type: 3 month with possible extensionLocation: Hoboken (Antwerp), BelgiumWork Schedule: Monday - Friday - Min 3 days/ week after onboarding period.Client: Leading Multinational Materials Technology CompanyKintec 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 ComputingPrimary 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 skillsEnglishDutch is a plus.Onsite PresenceLocation: HobokenMin 3 days/ week after onboarding period.