Technical Writer

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

The Technical Writer is responsible for structuring, writing, and maintaining guides and supporting assets on HUB24’s internal and external-facing knowledge bases. This is a newly created role as we build out our Knowledge Management function, offering an exciting opportunity to shape and enhance the way knowledge is captured and shared across the business.

A secondary focus includes collaboration and communication activities within Business Operations, aimed at increasing awareness, fostering culture, and breaking down silos.

Key Responsibilities

• Content Writing and Review
• Write and publish online artefacts (e.g., procedure guides, FAQs, glossaries) on SupportHUB and SharePoint.
• Create and edit images and videos to supplement content.
• Conduct content review sessions with SMEs and Department Leads.
• Knowledge Bases Technical Support
• Assist with setting up and maintaining Knowledge Base structures (e.g., permissions, rules, tags).
• Optimize content for generative AI and searchability.
• Support technical governance and configuration management.
• Project Delivery and Stakeholder Management
• Facilitate content gathering and review sessions with SMEs.
• Build strong relationships with SMEs and Department Leads to ensure knowledge transfer.
• Assist in go-live activities, including communications and awareness sessions.
• Knowledge Governance and Community Building
• Maintain governance processes, including reporting and content updates.
• Act as the first point of contact for knowledge management queries.
• Foster a strong knowledge-sharing culture and continuous improvement initiatives.

What We’re Looking For

• Essential Skills & Experience
• 2+ years’ experience in technical writing, instructional design, UX writing, knowledge management, or business analysis with a communications focus.
• Strong experience in content creation, including procedural guides, FAQs, and troubleshooting documents.
• Excellent written and verbal communication skills.
• Ability to extract implicit knowledge from SMEs through interviews and task mapping.
• Proficiency with M365 collaboration tools (Teams, whiteboarding, survey creation, polling).

Preferred Skills & Experience (not a deal breaker)

• Experience creating instructional videos and multimedia.
• Experience editing MS SharePoint pages and managing documents.
• Foundational understanding of generative AI in knowledge management.
• E-learning module creation and storyboarding.
• Knowledge of financial services, particularly wealth management.
• Basic HTML, CSS, and JavaScript skills.
• Zendesk Help Centre/Guide experience, including Curlybars templating.

THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. 

Benefits and Life at HUB24 Learn more about our employee benefits HERE.

Check out why our people love working at HUB24! 

We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so. If you don't feel you fit this role 100%, we would still love to hear from you. Tell us what you're interested in - you still might have a skill we didn't realise we needed!

The Recruitment Process: 

- Acknowledgement email once your application has been submitted. 

- Our Talent team will start reviewing your application, if unsuccessful you will be notified. 

- If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. 

- If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.

- Should you require any accommodations to the recruitment process, please contact [email protected] and one of our team will be in touch. 

- Interviews can happen virtually or face to face with the hiring manager, or other members of the broader team. Depending on the role, there may be more than two interviews. 

- Communication of outcomes to successful and unsuccessful candidates and feedback provided. 

*As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 

2024 Circle Back Initiative Employer – we commit to respond to every applicant. 

Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. 

We have been nominated and placed on the BOSS Best Places to work list. 

Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative