Senior Knowledgebase Writer

Location: Guatemala

Work style: On-site

Who are we?

The MLS team provides dedicated and specialized services to different clients, working directly with TELUS International and external clients to identify business needs and deliver solutions that target performance gaps, strategic opportunities, and business challenges.

What is this role?

As a Senior Knowledgebase Writer, you serve in a hands-on, execution-focused role within Member Success, dedicated to ensuring global employees have access to accurate, clear, and relevant information. Owning the full content lifecycle, you create, manage, publish, and maintain a high-quality knowledge base structured for both human and AI consumption. By partnering closely with subject matter experts and key stakeholders to identify content gaps and drive alignment, you foster a culture where knowledge sharing is a natural part of how People Services operates.

Main Responsibilities:

● Create, edit, update, and publish specialized, complex, or highly technical content, ensuring it is clear, concise, relevant, user-friendly, and compliant with style guidelines/ company standards

● Maintain an organized structure of the knowledge base to facilitate easy navigation and quick access to information

● Partner with subject matter experts to regularly capture, document, and update standardized knowledge articles and FAQs.

● Perform user management tasks such as creation of users, assignment of access levels, and password reset

● Perform improvements to the knowledge bases resulting from end-user feedback and metrics analysis

● Perform peer reviews for other writers on the team and perform regular audits of the knowledge base to ensure accuracy and relevance

● Oversee the full content lifecycle and ensure the quality of published content by managing reviews, approvals, versioning, and archiving to maintain accuracy, consistency, and conformity with company standards.

● Develop and implement comprehensive content strategies to enhance the overall impact of the knowledge base

● Monitor key metrics; like usage, search success, and deflection rates—via a dashboard to prioritize ongoing improvements.

● Share knowledge and best practices with less experienced members of the team Communication/stakeholder relations

● Ability to present during meetings and flex the communication style based on current needs (stakeholder, project, team, business, etc)

● Communicate daily and negotiate with stakeholders to manage expectations and deliver on agreed-upon timelines

● Strong written communication skills with the ability to develop job aids, document business rules, simplify complex information, and tailor content based on audience needs and business impact

● Attend weekly calls to provide updates and check the projects' progress with the Stakeholders

● Strong planning, prioritization, and accountability skills to ensure timely delivery of tasks while maintaining high-quality standards with minimal supervision

● Maintain confidentiality and build effective relationships with other internal departments within TELUS Digital

Skills & Knowledge:

● English - B2 - Required
● Oral and written comprehension

● Appropriate use of language

● Expert writing, self-editing, and quality review skills with strong attention to detail and the ability to evaluate content against established standards before endorsement or publication.- Required

● Ability to solve problems in straightforward situations and analyze possible solutions using technical expertise, judgement and precedents - Required

● Expert use of content management systems and documentation tools

● Expert knowledge of search engine optimization (SEO) principles and ability to apply them to improve content visibility - Required

● Expert research and validation skills to ensure content accuracy, completeness, consistency, and business alignment. - Required

● Proficiency with Zendesk (Guide/knowledge base administration)- Required

● Structure and tag Zendesk content to power AI-assisted search, bots, and ticket deflection, and monitor retrieval performance (experience with specific Zendesk AI features, such as content cues, is a plus).

● Strong communication skills

● Ability to work collaboratively within a high-performing team while demonstrating ownership, initiative, and independent decision-making in assigned deliverables.

● Demonstrates confidence in assessing content readiness and making recommendations with minimal supervision.

● Strong self-review and quality assurance mindset prior to article submission or publication.

● Ability to explain and defend content decisions using established standards and business requirements.

● Comfortable working in environments with evolving processes, ambiguity, and changing documentation needs.

● Demonstrates accountability, initiative, and continuous improvement in content quality and workflow efficiency.

Studies and Experience:

● 3 + years of experience in roles related to content management systems - Required

● 3+ years of experience in roles related to Client management - Required

● University student in Information Technology, Business Administration, Pedagogy, or similar