- 8+ years with demonstrated experience leading documentation or knowledge management initiatives, or equivalent experience.
- Demonstrated ability to translate complex technical concepts into clear, plain-language documentation for non-technical audiences.
- Experience with knowledge base platforms is a plus, with ServiceNow being particularly relevant to this role.
- Expertise writing for both technical and non-technical audiences.
- Hands-on experience with IT or security procedures, access controls, or incident response documentation, or comparable content in a regulated or operations-driven environment is a plus.
- Background in information architecture, content strategy, or UX writing is a plus, as is experience in mortgage banking, financial services, or another regulated industry.
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