Suncoast Credit Union
Overview
Compensation:
$25.00 - $33.00 based on experience and credentials
Location Type:
Hybrid
Position Type:
Full Time
Schedule:
Monday through Friday 8:30 AM – 5:30 PM
Under the direction of the Manager of IT Services, the IT Content Specialist is responsible for creating and managing content that improves communication, transparency, and user enablement across the credit union’s Information Technology department. This role supports both internal and external-facing IT initiatives by writing, designing, and maintaining documentation including knowledgebase articles, standard operating procedures, IT announcements, status updates, dashboards, change notifications, self-help resources, web content, and more. The ideal candidate is creative, organized, and highly skilled at simplifying technical topics into clear, engaging content. This individual is fluent in using publishing tools like Microsoft 365, SharePoint, Canva, Camtasia, and others to produce polished communications, visuals, and guides, including confidence working with both technical and non-technical staff to gather information and ensure content is accurate, understandable, and accessible.
Responsibilities
Write, edit, and format internal and external IT content, including knowledgebase articles, standard operating procedures (SOPs), service announcements, status page updates, and user guides
Own the lifecycle of all ServiceNow knowledge articles: creation, review, retirement, formatting, and tagging
Coordinate regular knowledgebase (KB) reviews and maintain an editorial calendar to ensure timely content updates
Ensure high‑traffic KBs are reviewed every 6 months and all others annually
Create and maintain the IT Client Services Operating Procedures Handbook and related team documentation resources
Collaborate with IT leadership, engineers, system technicians, and service desk staff to document accurate processes and translate complex technical topics into clear, user‑friendly content
Document the full lifecycle of outages, root cause summaries, and service improvement efforts in coordination with the Visibility and Communications team
Analyze ticket trends, documentation usage, and user feedback to identify content gaps and recommend improvements
Maintain consistent tone, style, and branding across all IT content and visual materials
Design diagrams and process visuals using tools such as Lucidchart, Visio, PowerPoint, or Canva to support SOPs and internal documentation
Create visuals, infographics, and short walkthrough videos using tools like Camtasia, Snagit, or PowerPoint to simplify technical processes for staff and end users
Draft, format, and publish internal communications related to system changes, incidents, and service updates
Develop and maintain user‑facing self‑help content for the internal IT website, including FAQs, onboarding guides, and portal instructions
Promote adoption of self‑service tools through clear, accessible documentation and content updates
Organize and maintain a central documentation repository, including version history, templates, and publishing standards
Maintain and update SharePoint libraries, OneDrive team folders, and documentation templates used by IT
Track and report on documentation effectiveness, including usage metrics and performance of published materials
Partner with subject matter experts and technical teams to ensure documentation is accurate, complete, and aligned with IT service delivery goals and compliance needs
Participate in IT team meetings, training sessions, change reviews, and user acceptance testing to document evolving processes and workflows
Collaborate with IT Technicians on automated deployment documentation, such as Intune, Tanium, or MECMParticipate
Collect and organize relevant processes and documentation for internal and external audits related to Service Desk, Systems Technicians, or other IT Services operations
Promote documentation and knowledge-sharing best practices across IT teams
Participate in user testing, product launches, or department meetings to gather content needs
Assist with developing content for audits, compliance, or executive reporting
Attend educational events to increase professional knowledge
Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs
Qualifications
Bachelor’s degree in communications, journalism, technical writing, information systems, or related field preferred (A comparable combination of work experience and training may be substituted for education requirements.)
Minimum of 3 years of experience in an IT support, knowledge management, technical communication, service desk, or documentation role
Demonstrated ability to simplify complex technical concepts into clear, user-friendly documentation and visuals
Strong technical writing, editing, formatting, and proofreading skills
Experience designing and publishing content using tools such as SharePoint, Microsoft Word, PowerPoint, OneNote, Lucidchart or Visio, Snagit, Camtasia, or similar screen capture/video tools, Canva, Adobe Creative Cloud, or similar design platforms, Confluence, or other content management systems
Familiarity with ServiceNow, ITIL practices, or enterprise knowledge systems
Understanding of IT operations, IT service management, or service desk environments
Ability to manage multiple documentation projects and content streams
Ability to explain practices, procedures, and policies to reach an agreement with others
Must maintain familiarity with internal IT services, systems, and communication standards
Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
Accurate, detail-oriented, and organized with task management
Ability to independently resolve problems or situations with varying complexities
Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
Ability to explain practices, procedures, and policies to reach agreement with others
Proficient knowledge and understanding of credit union products, services, policies, and procedures
Proficient knowledge and understanding of regulatory compliance
Proficient knowledge and understanding of credit union computer systems and software applications required to perform job duties
Benefits
Financial Well-Being:
Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
Wellness:
Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
Work-Life Balance:
11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
Community Involvement:
Paid Volunteer Hours
Growth:
Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits
Company Overview Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
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$25.00 - $33.00 based on experience and credentials
Location Type:
Hybrid
Position Type:
Full Time
Schedule:
Monday through Friday 8:30 AM – 5:30 PM
Under the direction of the Manager of IT Services, the IT Content Specialist is responsible for creating and managing content that improves communication, transparency, and user enablement across the credit union’s Information Technology department. This role supports both internal and external-facing IT initiatives by writing, designing, and maintaining documentation including knowledgebase articles, standard operating procedures, IT announcements, status updates, dashboards, change notifications, self-help resources, web content, and more. The ideal candidate is creative, organized, and highly skilled at simplifying technical topics into clear, engaging content. This individual is fluent in using publishing tools like Microsoft 365, SharePoint, Canva, Camtasia, and others to produce polished communications, visuals, and guides, including confidence working with both technical and non-technical staff to gather information and ensure content is accurate, understandable, and accessible.
Responsibilities
Write, edit, and format internal and external IT content, including knowledgebase articles, standard operating procedures (SOPs), service announcements, status page updates, and user guides
Own the lifecycle of all ServiceNow knowledge articles: creation, review, retirement, formatting, and tagging
Coordinate regular knowledgebase (KB) reviews and maintain an editorial calendar to ensure timely content updates
Ensure high‑traffic KBs are reviewed every 6 months and all others annually
Create and maintain the IT Client Services Operating Procedures Handbook and related team documentation resources
Collaborate with IT leadership, engineers, system technicians, and service desk staff to document accurate processes and translate complex technical topics into clear, user‑friendly content
Document the full lifecycle of outages, root cause summaries, and service improvement efforts in coordination with the Visibility and Communications team
Analyze ticket trends, documentation usage, and user feedback to identify content gaps and recommend improvements
Maintain consistent tone, style, and branding across all IT content and visual materials
Design diagrams and process visuals using tools such as Lucidchart, Visio, PowerPoint, or Canva to support SOPs and internal documentation
Create visuals, infographics, and short walkthrough videos using tools like Camtasia, Snagit, or PowerPoint to simplify technical processes for staff and end users
Draft, format, and publish internal communications related to system changes, incidents, and service updates
Develop and maintain user‑facing self‑help content for the internal IT website, including FAQs, onboarding guides, and portal instructions
Promote adoption of self‑service tools through clear, accessible documentation and content updates
Organize and maintain a central documentation repository, including version history, templates, and publishing standards
Maintain and update SharePoint libraries, OneDrive team folders, and documentation templates used by IT
Track and report on documentation effectiveness, including usage metrics and performance of published materials
Partner with subject matter experts and technical teams to ensure documentation is accurate, complete, and aligned with IT service delivery goals and compliance needs
Participate in IT team meetings, training sessions, change reviews, and user acceptance testing to document evolving processes and workflows
Collaborate with IT Technicians on automated deployment documentation, such as Intune, Tanium, or MECMParticipate
Collect and organize relevant processes and documentation for internal and external audits related to Service Desk, Systems Technicians, or other IT Services operations
Promote documentation and knowledge-sharing best practices across IT teams
Participate in user testing, product launches, or department meetings to gather content needs
Assist with developing content for audits, compliance, or executive reporting
Attend educational events to increase professional knowledge
Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs
Qualifications
Bachelor’s degree in communications, journalism, technical writing, information systems, or related field preferred (A comparable combination of work experience and training may be substituted for education requirements.)
Minimum of 3 years of experience in an IT support, knowledge management, technical communication, service desk, or documentation role
Demonstrated ability to simplify complex technical concepts into clear, user-friendly documentation and visuals
Strong technical writing, editing, formatting, and proofreading skills
Experience designing and publishing content using tools such as SharePoint, Microsoft Word, PowerPoint, OneNote, Lucidchart or Visio, Snagit, Camtasia, or similar screen capture/video tools, Canva, Adobe Creative Cloud, or similar design platforms, Confluence, or other content management systems
Familiarity with ServiceNow, ITIL practices, or enterprise knowledge systems
Understanding of IT operations, IT service management, or service desk environments
Ability to manage multiple documentation projects and content streams
Ability to explain practices, procedures, and policies to reach an agreement with others
Must maintain familiarity with internal IT services, systems, and communication standards
Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
Accurate, detail-oriented, and organized with task management
Ability to independently resolve problems or situations with varying complexities
Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
Ability to explain practices, procedures, and policies to reach agreement with others
Proficient knowledge and understanding of credit union products, services, policies, and procedures
Proficient knowledge and understanding of regulatory compliance
Proficient knowledge and understanding of credit union computer systems and software applications required to perform job duties
Benefits
Financial Well-Being:
Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
Wellness:
Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
Work-Life Balance:
11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
Community Involvement:
Paid Volunteer Hours
Growth:
Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits
Company Overview Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
#J-18808-Ljbffr