Sr. Knowledgebase Writer

Main Responsibilities:

● Create, edit, update, and publish specialized, complex, or highly technical content, ensuring it is clear, concise, relevant, user-friendly, and compliant with style guidelines/ company standards

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

● Partner with subject matter experts to regularly capture, document, and update standardized knowledge articles and FAQs.

● Perform user management tasks such as creation of users, assignment of access levels, and password reset

● Perform improvements to the knowledge bases resulting from end-user feedback and metrics analysis

● Perform peer reviews for other writers on the team and perform regular audits of the knowledge base to ensure accuracy and relevance

● Oversee the full content lifecycle and ensure the quality of published content by managing reviews, approvals, versioning, and archiving to maintain accuracy, consistency, and conformity with company standards.

● Develop and implement comprehensive content strategies to enhance the overall impact of the knowledge base

● Monitor key metrics; like usage, search success, and deflection rates—via a dashboard to prioritize ongoing improvements.

● Share knowledge and best practices with less experienced members of the team 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

● Expert 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 solve problems in straightforward situations and analyze possible solutions using technical expertise, judgement and precedents - Required

● Expert use of content management systems and documentation tools

● Expert knowledge of search engine optimization (SEO) principles and ability to apply them to improve content visibility - Required

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

● Proficiency with Zendesk (Guide/knowledge base administration)- Required

● Structure and tag Zendesk content to power AI-assisted search, bots, and ticket deflection, and monitor retrieval performance (experience with specific Zendesk AI features, such as content cues, is a plus).

● Strong communication skills

● 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:

● 3 + years of experience in roles related to content management systems - Required

● 3+ years of experience in roles related to Client management - Required

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