Description Are you passionate about driving process automation, integration, standardization, and continuous improvement? Are you familiar with the ITIL, Agile, and Six Sigma methodologies? Are you interested in joining a growing team responsible for transforming IT processes across a worldwide organization? If so, we want to talk to you about the Amazon Customer Excellence System (ACES) team within the Operations Technology Solutions organization! OpsTech Solutions (OTS) ACES is looking for an experienced Technical Writer for our Knowledge Management (KM) program to focus on improving our customer's KM experience. You will work with a collaborative community of leaders and subject matter experts to establish and improve documentation of business policies and standard operating procedures (SOP). You will suggest the best delivery format and guide the content through the publication process. In this role, you will work directly with subject matter experts to drive the development and accuracy of customer-facing content including reference architectures, whitepapers, website content, and other job aid artifacts. The ideal candidate is an independent and curious self-starter with a demonstrated ability to produce high-quality technical content, drive documentation projects, collaborate with technologists, and quickly grasp new technical concepts with enthusiasm. You will also partner with the KM Program Manager to contribute content to ACES’ communications; ensuring the messaging proficiently addresses goals, programs, and reporting. A successful candidate will have experience operating in high-pressure situations, a proven ability to handle competing priorities, and possess a high level of discipline while remaining flexible. Key job responsibilities - Drive the development of content and act as a documentation stakeholder for Ops Tech Solutions - Make improvements to KM team processes and standards to increase efficiency and/or quality - Adhere to designs and standards for ITIL documentation - Conduct content reviews for accuracy, clarity, and organization - Effectively prioritize competing projects, making trade-offs between completeness and depth as needed - Know when to apply existing standards and when to innovate, combine, or alter them for an even better result - Build deep relationships with technical individuals in partner IT orgs - Contribute content towards ACES communications according to predefined communications strategy A day in the life Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: - Medical, Dental, and Vision Coverage - Maternity and Parental Leave Options - Paid Time Off (PTO) - 401(k) Plan If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply! About the team OTS ACES is dedicated to supporting and training OTS employees in continuous improvement project management standards and methodologies. Our goal is to enhance the problem-solving capability of our organization by providing tools and resources to reduce waste and eliminate defects using data-driven techniques. Basic Qualifications - 3+ years in a technical writing or lead writing role - Bachelors Degree or equivalent experience in Technical Communication, Computer Science, or related field - Excellent grammar and writing skills - Experience working as part of a global team with remote colleagues - Experience creating content for translation and localization - 3+ years experience with content management systems - 3+ years working in an agile content development environment Preferred Qualifications - Willingness to help create, maintain, and adhere to style guides and standard processes - Working knowledge of documentation tools and repositories to develop templates, manipulate output styles, tag and manage technical content - 3-5 years’ experience with the ServiceNow ITSM solution (specifically the Knowledge Management module) - Experience working directly with engineers and other technical subject matter experts - Ability to thrive in a fast-paced, ever-changing environment - Obsession with technical accuracy and strong attention to detail Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.