Technical Document Writer Specialist

Job Purpose:

Act as the dedicated technical writer for the IT department, responsible for producing, standardizing, and maintaining all forms of IT documentation, including SOPs, policies, procedures, handover documents, BRDs, RFP/RFQ/RFI, etc.

The role ensures that knowledge across all IT functions (Hosting, Network, EUC, Systems, Applications, and Development) is captured accurately, structured consistently, and made accessible in a governed, centralized repository.

Key Responsibilities:

•  Serve as the central author and custodian of IT documentation, producing clear, consistent, high-quality written material across all IT domains

•  Write, structure, and maintain IT policies, procedures, standards, and work instructions in line with ITIL and organizational governance frameworks

•  Utilise existing templates and document repositories, e.g. SharePoint Infrastructure Wiki and QMS

•  Make recommendations on how to improve existing repositories

•  Prepare handover documents, knowledge base articles, standard operating procedures (SOPs), runbooks, and operational manuals for support and operations teams

•  Develop Business Requirement Documents (BRDs), functional/technical specifications, solution design documents, and process/workflow documentation

•  Draft and format procurement documentation including RFPs, RFQs, and RFIs in coordination with IT technical teams and procurement

•  Author IT-related Job Descriptions, role profiles, and organizational documentation in partnership with hiring managers and HR

•  Translate complex technical concepts from Hosting, Network, EUC, Systems, Applications, and Development teams into clear, structured, audience-appropriate documents

•  Establish and enforce documentation templates, style guides, naming conventions, and version control standards across the IT department

•  Review, edit, and proofread documents produced by other teams to ensure accuracy, clarity, consistency, and compliance

•  Maintain a centralized, well-organized document repository (e.g., SharePoint) with proper versioning, access control, and lifecycle management

•  Collaborate with subject matter experts (SMEs) across all IT functions to gather information and validate technical accuracy

•  Ensure all documentation aligns with IT governance, security, audit, and compliance requirements

•  Support change management and service management processes by documenting changes, RFCs, and process updates

•  Continuously improve documentation quality, readability, and accessibility based on user feedback and evolving standards

Education:

•   Bachelor's degree in Information Technology, Computer Science, Technical Communication, English, or a related field

•   Required: ITIL v3+ Foundation

•   Preferred: Technical Writing certification or equivalent documentation credential

Skills & Competencies:

•   Excellent written and verbal communication skills in English (Arabic a plus)

•   Exceptional technical writing, editing, and proofreading ability

•   Strong understanding of IT concepts across all IT Departments

•   Working knowledge of ITIL processes and IT service management

•   Ability to translate complex technical information into clear, structured documents

•   Highly organized, detail-oriented, and disciplined with document/version control

•   Proficiency with Microsoft Word, Visio, SharePoint, and documentation/collaboration tools

•   Ability to work independently and collaboratively with multiple stakeholders and SMEs

•   Strong time management and ability to handle multiple documentation projects simultaneously

Minimum Experience:

•   3 to 5 years experience in technical writing / IT documentation within an IT environment

•   Proven track record authoring IT policies, procedures, SOPs, BRDs, and procurement documents

•   Experience working across multiple OT/IT domains and with technical subject matter experts

•   Experience in a large organization or manufacturing/OT environment a plus