Technical Writer – Part-Time, Fixed-Term (3 Months) – Australia
Core
Reorganize, update, and expand the ZonePayroll Knowledge Base for human readers and AI agents, and build onboarding modules for customers and new hires.
Role type
Part-time Technical Writer (Product Enablement)
Builds
Knowledge Base articles, onboarding modules, multimedia learning content
Domain
SaaS / Financial Operations (NetSuite / Payroll)
Required skills
Technical writing, instructional design, Help Center management, Jira ticket interpretation, multimedia content creation, content auditing, AI agent content structuring
Preferred skills
Payroll domain knowledge, NetSuite experience, Zendesk, Snagit, Genially
Technologies
Zendesk, Jira, Snagit, Genially
Responsibilities
Audit Knowledge Base and prioritize content gaps using support ticket data and analytics; Read and interpret Jira engineering and development tickets to understand product changes; Reorganize Knowledge Base structure to improve findability and readability; Restructure articles with consistent formatting and metadata for manual browsing and AI retrieval; Update outdated articles and write new ones to close identified gaps; Validate technical accuracy through in-app testing and SME reviews; Manage and publish content within Zendesk; Build task-based onboarding modules based on top customer activities; Create how-to walkthroughs with pro tips and region-specific variations; Produce supporting multimedia including screenshots and short video clips; Apply adult learning principles to create flexible learning paths.
Seniority
Mid-level, hands-on IC