Requirements
The role requires a Bachelor's degree in Information Technology, Computer Science, Technical Communication, or English, along with ITIL v3+ Foundation certification. Preferred qualifications include a Technical Writing certification. Candidates must have 3-5 years of experience in technical writing/IT documentation within an IT environment, with a proven track record of authoring IT policies, procedures, SOPs, BRDs, and procurement documents. Experience working across multiple IT domains and with technical subject matter experts is essential. Proficiency with Microsoft Word, Visio, SharePoint, and documentation/collaboration tools, alongside strong written and verbal communication skills, is required.
Description
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 standardsEducation:• 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 credentialSkills & 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 simultaneouslyMinimum 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