5+ years with demonstrated experience leading documentation or knowledge management initiatives, or equivalent experience. Demonstrated ability to translate complex technical concepts into clear, plain-language documentation for non-technical audiences. Experience with knowledge base platforms is a plus, with ServiceNow being particularly relevant to this role. Expertise writing for both technical and non-technical audiences. Hands-on experience with IT or security procedures, access controls, or incident response documentation, or comparable content in a regulated or operations-driven environment is a plus. Background in information architecture, content strategy, or UX writing is a plus, as is experience in mortgage banking, financial services, or another regulated industry. Experience working with AI writing tools, including a practical understanding of prompt engineering, when AI-generated output is appropriate to use, and how to verify factual accuracy. Candidates should be able to use AI as a productivity tool without treating it as a source of truth. Experience establishing or improving content standards, templates, or style guides. Microsoft 365 proficiency (Word, Excel, SharePoint, Teams).