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