Technical Writer II, Knowledge Base & Enablement (IT/Service Desk)

Join the team leading the next evolution of virtual care. At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives. Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens. Summary of Position The ideal candidate possesses an upbeat and enthusiastic personality capable of thriving in a fast-paced dynamic environment; is passionate about providing an outstanding support experience for our clients. The role will oversee the entire Knowledge Base (KB) initiative including curation and delivery to internal and external clients; manage the internal training program to ensure continual service improvement and overall client satisfaction. Essential Duties and Responsibilities Works with business leaders and stakeholders to identify and address areas of opportunity and gaps in knowledge flow. Supports the design, implementation and enhancement of core KB approaches used to support critical knowledge flow within and across the business and knowledge domains. Develops and implements the KB technology infrastructure and strategy and configures to ensure they continuously respond to changing business needs. Supports the knowledge sharing technology needs of leadership teams, business unit groups, individual networks, and other stakeholders as needed. Models best practices and knowledge sharing behaviors in the use of enabling technologies. Monitors and evaluates knowledge base programs, including external benchmarking and evaluation programs/opportunities. Facilitates gathering and documenting requirements with business and technology partners. Documentation may include creating wireframes, user flows and process flows with sensitivity to user-system interaction. May include working with Visual Designers, Web Editors and Usability teams. Develops and implements the knowledge base communication strategy; helps disseminate information about the organization's KB program to internal and external audiences. Builds collaborative working relationships with other internal stakeholders, such as Employee Communications, Claims and Service. Serves as escalation point for enterprise content issues. The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs. Supervisory Responsibilities No Qualifications Expected for Position Bachelor’s degree in a STEM field; equivalent work experience is acceptable. 3 years of experience creating and maintaining technical documentation or knowledge base (KB) content within a Service Desk, IT Support, or NOC environment. Proven ability to translate complex technical processes into clear, user-friendly documentation for both technical and non-technical audiences. Hands-on experience managing documentation within tools such as Confluence, Jira, and/or Microsoft SharePoint, including content organization and lifecycle management. Familiarity with HTML or rich text editing for web-based documentation (e.g., formatting, embedding, or structuring content within KB tools). Experience working cross-functionally to gather requirements and information from stakeholders, including technical teams and senior leadership. Strong organizational skills with the ability to manage multiple documentation priorities in a fast-paced, evolving environment. Demonstrated ability to identify knowledge gaps and proactively improve documentation to support end users and reduce escalations. Excellent written and verbal communication skills. Bonus Qualifications Strong interest in emerging technologies (e.g., chatbot-enabled support, ticketing system enhancement) is highly preferred. Exposure to IT or cybersecurity environments, including familiarity with: - Identity and access management (e.g., Azure AD, Active Directory) - Networkin ... (truncated, view full listing at source)