Knowledge Base Writer

LOCATION: EL SALVADOR

WORK STYLE: ON-SITE

About the role:

As a Knowledgebase Writer, you create, manage, publish, and maintain high-quality content in a knowledge base. You work closely with subject matter experts to identify content gaps and ensure accurate, clear, and relevant content.

Main Responsibilities:

- Create, edit, update, and publish various types of content, ensuring articles are clear, concise, relevant, user-friendly, and compliant with style guidelines and company standards while independently assessing content readiness and accuracy prior to submission

- Maintain an organized structure of the knowledge base to facilitate easy navigation and quick access to information

- Partner with subject matter experts to identify and address content gaps

- Perform user management tasks such as the creation of users, the assignment of access levels, and password resets

- Analyze end-user feedback, quality metrics, and content performance trends to identify improvement opportunities and recommend appropriate content enhancements independently

- Manage the end-to-end knowledge base article workflow, including content investigation, article creation, quality validation, stakeholder alignment, and publishing, while exercising sound judgment in determining article readiness and completeness

Communication/stakeholder relations

- Ability to present during meetings and flex the communication style based on current needs (stakeholder, project, team, business, etc)

- Communicate daily and negotiate with stakeholders to manage expectations and deliver on agreed-upon timelines

- Strong written communication skills with the ability to develop job aids, document business rules, simplify complex information, and tailor content based on audience needs and business impact

- Attend weekly calls to provide updates and check the projects' progress with the Stakeholders

- Strong planning, prioritization, and accountability skills to ensure timely delivery of tasks while maintaining high-quality standards with minimal supervision

- Maintain confidentiality and build effective relationships with other internal departments within TELUS Digital

Skills & Knowledge :

• English - B2 - Required
• Oral and written comprehension
• Appropriate use of language

- Excellent writing, self-editing, and quality review skills with strong attention to detail and the ability to evaluate content against established standards before endorsement or publication.- Required

- Ability to interpret complex or ambiguous information and transform it into clear, structured, and user-friendly content - Required

- Proficient use of content management systems and documentation tools

- Knowledge of search engine optimization (SEO) principles and ability to apply them to improve content visibility

- Strong research and validation skills to ensure content accuracy, completeness, consistency, and business alignment. - Required

- Good communication skills

- Ability to analyze information, interpret documentation standards, identify content gaps or inconsistencies, and make informed content decisions using sound judgment and critical thinking.

- Ability to work collaboratively within a high-performing team while demonstrating ownership, initiative, and independent decision-making in assigned deliverables.

- Demonstrates confidence in assessing content readiness and making recommendations with minimal supervision.

- Strong self-review and quality assurance mindset prior to article submission or publication.

- Ability to explain and defend content decisions using established standards and business requirements.

- Comfortable working in environments with evolving processes, ambiguity, and changing documentation needs.

- Demonstrates accountability, initiative, and continuous improvement in content quality and workflow efficiency.

Studies and Experience:

- 1+ years of experience in roles related to content management systems - Desirable

- 1+ years of experience in roles related to Client management - Desirable

- University student in Information Technology, Business Administration, Pedagogy, or similar