Technical Writer – Part-Time, Fixed-Term, 3 Months

Zone & Co

. Audit the existing Knowledge Base and prioritize content gaps using support ticket data, Knowledge Base analytics, and stakeholder input .

Posted 11/4/2026part-timeRemote • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical writing and instructional design, with a strong focus on creating and managing Knowledge Base content and onboarding materials. Proficient in utilizing multimedia elements and tools to enhance learning experiences and improve content accessibility.

Highest-signal resume keywords

Technical WritingInstructional DesignJira ExperienceZendesk ManagementMultimedia Content Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical WritingInstructional DesignContent ManagementContent StructuringMultimedia Learning ContentContent ValidationOnboarding Module DevelopmentKnowledge Base AnalyticsContent Gap AnalysisAdult Learning Principles

Tools & Technologies

ZendeskJiraSnagitGenially

Industry Keywords

Payroll DomainKnowledge BaseHelp CenterCustomer OnboardingAI-Agent Retrieval

About the role

Key responsibilities & impact

Audit the existing Knowledge Base and prioritize content gaps using support ticket data, Knowledge Base analytics, and stakeholder input
Read and interpret Jira engineering and development tickets to understand product changes and features
Reorganize the Knowledge Base to improve findability and readability
Restructure articles with consistent formatting, headings, and metadata for manual browsing and AI-agent retrieval
Update outdated articles and write new articles using internal documentation and subject-matter-expert input
Validate technical accuracy through in-app testing and SME review cycles
Manage and publish content in Zendesk or a similar Help Center platform
Confirm the 10 most common ZonePayroll customer activities and build a task-based onboarding module for each
Write how-to walkthroughs with pro tips and regional variations
Apply adult learning principles and instructional design to create a needs-based learning path
Produce screenshots, 15–30-second video clips, and interactive content
Maintain records of articles and track progress against milestones within the agreed hours and term

Requirements

What you’ll need

Bachelor's degree in Technical Communication, English, Instructional Design, or a related field, or equivalent practical experience
3+ years of technical writing experience creating and managing Help Center or Knowledge Base content
2+ years of experience developing on-demand learning or customer onboarding content using instructional design principles
Demonstrated experience creating and editing multimedia learning content, including screenshots, short videos, and interactive modules
Working experience with Jira, including reading and interpreting engineering tickets
Based in Australia, with the right to work in Australia
Preferred: Payroll domain and/or NetSuite experience
Preferred: Familiarity with Zendesk, Snagit, and Genially
Preferred: Experience structuring content for AI agents or LLM-based search and retrieval

Benefits

Comp & perks

Fully remote work
High-trust flexibility and autonomy
Equal Opportunity Employer and diverse, equitable, and inclusive workplace