Technical Writer (PMO)

Technical Writer Position

Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and detail-oriented Technical Writer to support the Program Management Office (PMO) documentation and communications functions of our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is a talented and versatile writing professional with demonstrated experience developing clear, accurate, and professionally polished technical documentation, program reports, and communications products in a structured government services environment. They bring exceptional writing and editing skills, strong organizational abilities, and the capacity to translate complex technical and operational concepts into accessible, well-structured written products that meet the needs of diverse audiences ranging from frontline call center staff to senior government leadership. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Position Description

The Technical Writer will be responsible for the development, maintenance, and continuous improvement of a comprehensive suite of technical documentation, program management products, and communications materials supporting the IT Call Center program's PMO and operational functions. This individual will work closely with the Program Manager, Deputy Program Manager, Call Center Operations Manager, data analysts, and technical team members to gather information, document processes, and produce high-quality written products that support program delivery, contractual compliance, and stakeholder communication objectives. Principal responsibilities will include but are not limited to:

• Develop, maintain, and continuously improve a comprehensive library of technical documentation and program management products supporting IT Call Center operations, including standard operating procedures (SOPs), operational playbooks, process guides, training materials, knowledge base articles, and quick reference guides.
• Collaborate closely with the Program Manager, Deputy Program Manager, Call Center Operations Manager, and technical subject matter experts to gather, validate, and accurately document operational processes, technical configurations, system workflows, and program management procedures.
• Lead the preparation and editing of customer-facing program deliverables including monthly and quarterly status reports, program performance summaries, transition plans, corrective action plans, and executive briefing materials, ensuring all products are accurate, professionally written, and delivered on time.
• Develop and maintain program management documentation including program management plans, quality management plans, risk management plans, communications plans, and other PMO governance documents required by the contract and government customer.
• Design and maintain standardized documentation templates, style guides, and writing standards for the IT Call Center program, ensuring consistency, professionalism, and alignment with government customer formatting and branding requirements across all written products.
• Support the development and maintenance of the program's knowledge management framework, including the organization, maintenance, and continuous improvement of SharePoint document libraries, knowledge base repositories, and program document archives.
• Assist in the preparation of program transition documentation, including transition-in and transition-out plans, knowledge transfer documents, and incumbent program documentation packages.
• Develop clear and engaging training materials, user guides, job aids, and onboarding documentation for call center staff, supervisors, and program team members, supporting effective knowledge transfer and staff development initiatives.
• Review and edit technical documentation, reports, and communications products produced by program team members, providing constructive feedback and making revisions to ensure all written outputs meet established quality, accuracy, and style standards.
• Support the development of data-driven program reports and executive briefing materials by collaborating with data analysts to incorporate performance metrics, charts, graphs, and data visualizations into professionally formatted written products.
• Assist in the preparation of contract deliverable submissions, ensuring all required documentation is accurately compiled, formatted, reviewed, and submitted in accordance with contractual deadlines and government customer requirements.
• Coordinate document review and approval workflows, tracking the status of documents through the review, revision, and approval process and ensuring all required stakeholder reviews are completed within established timelines.
• Support continuous process improvement initiatives by documenting current-state processes, capturing improvement recommendations, and developing updated SOPs and process guides that reflect approved operational changes.
• Contribute to business development activities as needed, including supporting proposal efforts with technical writing, editing, formatting, and document management support.

Education and Experience

Required:

• Bachelor's degree in English, Technical Writing, Communications, Journalism, Information Technology, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
• 3+ years of experience in a technical writing, documentation, or communications role within an IT services, government contracting, or complex operational environment.
• Demonstrated experience developing and maintaining technical documentation products such as SOPs, process guides, training materials, and program management reports in a structured, deadline-driven environment.
• Experience writing and editing customer-facing reports, briefing materials, and program deliverables for government or corporate leadership audiences.

Preferred :

• Prior experience supporting technical writing and documentation functions within a federal government contracting environment.
• Experience supporting PMO documentation functions for an IT call center, service desk, or IT managed services program.
• Familiarity with federal government documentation standards, formatting requirements, and deliverable management processes.
• Experience with document management platforms such as SharePoint for maintaining program document libraries and knowledge repositories.

Required Skills and Competencies

• Exceptional writing and editing skills in English, with demonstrated ability to produce clear, concise, accurate, and professionally polished technical documentation, program reports, and communications products for diverse audiences ranging from frontline staff to senior government leadership.
• Strong ability to gather, synthesize, and accurately document complex technical and operational information obtained through interviews, process observations, system reviews, and collaboration with subject matter experts.
• Proficiency in Microsoft Office Suite, with advanced proficiency in Microsoft Word for document development and formatting, Microsoft PowerPoint for briefing material and presentation development, and Microsoft Excel for data integration and tabular content formatting.
• Proficiency in collaboration and document management tools such as Microsoft Teams and SharePoint for document library management, version control, review workflow coordination, and program communication.
• Demonstrated experience developing and enforcing documentation style guides, writing standards, and document templates to ensure consistency and professionalism across all program written products.
• Strong organizational and project management skills with demonstrated ability to manage multiple concurrent documentation assignments, track document review workflows, and consistently meet deliverable deadlines in a fast-paced program environment.
• Solid understanding of technical writing best practices including structured authoring principles, plain language writing standards, audience analysis, and document design concepts.
• Strong attention to detail with a commitment to accuracy, quality, and consistency in all written products, including meticulous proofreading and editing skills.
• Demonstrated ability to work collaboratively with technical subject matter experts, program managers, and operational staff to gather information and produce documentation that accurately reflects complex processes and technical content.
• Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies

• Active government security clearance (Secret or higher).
• Society for Technical Communication (STC) membership or Certified Professional Technical Communicator (CPTC) certification.
• Experience with document authoring and content management tools such as MadCap Flare, Adobe FrameMaker, Confluence, or equivalent technical documentation platforms.
• Familiarity with ITIL service management principles and IT call center operational concepts as they relate to technical documentation development.
• Experience developing and maintaining SharePoint-based knowledge management sites, document libraries, and collaborative workspaces for program teams.
• Familiarity with Section 508 accessibility standards and their application to technical documentation and digital content development.
• Experience with graphic design and document layout tools such as Adobe Acrobat, Adobe InDesign, or Microsoft Visio for the development of process flow diagrams, organizational charts, and visually engaging documentation products.
• Familiarity with federal government documentation standards, plain language guidelines, and OMB or agency-specific writing and formatting requirements.
• Experience supporting proposal development efforts including technical writing, editing, formatting, and compliance review support for government contract proposals.
• Knowledge of Agile or hybrid program management methodologies and experience developing documentation products in support of Agile program delivery environments.
• Familiarity with data visualization concepts and experience collaborating with data analysts to integrate performance charts, graphs, and dashboards into program reports and executive briefing materials.
• Experience with version control systems and document configuration management practices in a structured program documentation environment.

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed,