Description:
The IT Technical Writer is responsible for creating, editing, and maintaining clear, accurate, and user-friendly technical documentation that supports IT services, systems, and processes. This role works closely with IT teams, project managers, and business stakeholders to translate complex technical information into structured documentation, including SOPs, knowledge base articles, process guides, system documentation, and user manuals. The Technical Writer plays a key role in improving documentation standards, knowledge management, and operational consistency across the IT organization.
Consistent with LifeStance’s values, every member of the LifeStance team is expected to support each other and the mission, which may mean participating in projects and initiatives and performing functions and responsibilities not specifically outlined in this job description.
Key Responsibilities
Documentation Development & Management
- Create, edit, and maintain technical documentation including standard operating procedures (SOPs), work instructions, user guides, and system documentation.
- Develop IT service documentation aligned with ITSM best practices (incident, change, problem, and request processes).
- Maintain and update internal knowledge bases and documentation repositories.
- Ensure documentation is accurate, version-controlled, and easily accessible to stakeholders.
IT Service Management (ITSM) Support
- Document IT processes, workflows, and service catalogs.
- Support knowledge article creation for service desk and operational teams.
- Collaborate with ITSM, infrastructure, and application teams to capture technical procedures and process improvements.
- Standardize documentation templates and formatting across IT operations.
Stakeholder Collaboration
- Partner with subject matter experts (SMEs), engineers, analysts, and project teams to gather technical information.
- Facilitate documentation reviews and approvals with key stakeholders.
- Translate technical concepts into business-friendly language for non-technical audiences.
Process Improvement & Governance
- Establish documentation standards, style guides, and governance practices.
- Identify documentation gaps and recommend improvements to enhance operational efficiency.
- Support audits, compliance initiatives, and policy documentation.
- Ensure alignment with organizational and regulatory documentation requirements.
Tools & Content Management
- Maintain documentation within ITSM platforms, knowledge management tools, and collaboration systems.
- Utilize tools such as ServiceNow, Confluence, SharePoint, or similar platforms for documentation storage and publishing.
Requirements
Education and Experience
- 4-Year Degree in Information Technology. Additional equivalent years of proven experience in a similar role may be considered in lieu of the degree.
- 3+ years of experience in technical writing, preferably within an IT or ITSM environment.
- Strong experience documenting technical processes, systems, and workflows.
- Excellent written, editing, and proofreading skills.
- Ability to translate complex technical information into clear, concise documentation.
Preferred Skills
- Experience in IT Service Management environments (ITIL-aligned organizations).
- Familiarity with ITSM tools such as ServiceNow, Zendesk, ManageEngine, or similar platforms.
- Knowledge of knowledge management best practices and documentation frameworks.
- ITIL Foundation certification or equivalent experience.
- Experience supporting audits, compliance, or governance documentation.
Core Competencies
- Strong attention to detail and organizational skills
- Excellent communication and stakeholder engagement
- Analytical and process-oriented mindset
- Ability to manage multiple documentation projects simultaneously
- Continuous improvement and quality-focused approach
- Qualified candidates must be legally authorized to be employed in the United States
- LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability, or any other legally protected status.
- Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture.