Technology Business Systems Associate-Military Spouse Homefront Heroes Hiring Program (HHH)

About this role:

The Homefront Heroes Hiring (HHH) Program is designed to attract and hire spouses and domestic partners of actively serving military personnel to career opportunities through a military spouse-specific virtual hiring event and onboarding program.

Wells Fargo is seeking a skilled and detail-oriented Knowledge Content Specialist to support and enhance our internal IT Service Desk knowledge ecosystem. In this role, you will create, refine, and maintain high-quality knowledge articles, self-help guides, AI-ready content, and operational documentation. You will partner closely with Technology Operations teams, service owners, and process leaders to ensure content is accurate, searchable, and optimized for both human users and AI-driven support tools.

This role blends technical writing, AI-assisted knowledge engineering, and IT operational understanding, making it ideal for candidates ready to step beyond entry level and contribute to the maturity of enterprise knowledge practices.

Wells Fargo has committed to hire military spouses/domestic partners of actively serving military personnel.

In this role, you will:

• Review and edit, new and existing knowledge content for clarity, accuracy, and usability.
• Create and maintain internal technical documentation, how‑to guides, and self‑help articles.
• Optimize content for AI/Virtual Agent use, including intent mapping, entity tagging, and conversational flow alignment.
• Use AI-assisted tools to analyze content gaps, recommend improvements, and accelerate article creation.
• Ensure all content aligns with ServiceNow Knowledge Management standards, style guidelines, and IT best practices.
• Manage content lifecycle activities including versioning, archiving, and quality assurance reviews.
• Collaborate with SMEs, engineers, and ITSD teams to translate complex technical concepts into clear, user-friendly content.
• Monitor content performance metrics, feedback, and usage data to drive continuous improvement.
• Support Knowledge-Centered Services (KCS) practices and contribute to knowledge governance initiatives.

Required Qualifications

• 6+ months of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 6+months of experience in Technology Operations, IT Service Desk, or equivalent (work, training, education, military).
• 6 + months  of technical writing, knowledge management, or documentation experience.
• 6+ months hands-on experience creating, editing, and publishing content in ServiceNow Knowledge Management.
• 6+ months hands on experience with Microsoft Office Suite
• 6+ months experience and knowledge with AI-assisted writing or content optimization tools (e.g., Copilot, ChatGPT, Grammarly, ServiceNow AI).

Desired Qualifications

• Strong understanding of technical writing methodologies and content structuring standards.
• Demonstrated ability to manage multiple tasks, deadlines, and stakeholder expectations.
• Ability to simplify complex technical details into clear, actionable guidance for diverse audiences.
• Experience supporting or implementing Knowledge-Centered Services (KCS).
• Understanding of virtual agent documentation, conversational design, or chatbot/AI training content.
• Familiarity with ITIL Incident, Problem, and Request processes (ITIL certification a plus).
• Experience using Confluence, Jira, SharePoint, or similar collaboration tools.
• Knowledge of Agile methodologies and sprint-based content development.
• Experience writing in environments that support digital self-service, automation, or intelligent search platforms.
• Ability to produce a copy of military orders including applicant

Job Expectations:

• Ability to work on-site at approved location listed
• This position is not available for visa sponsorship
• Relocation assistance is not available for this position
• HHH Program Hires are expected to attend and participate in the Military Spouse Homefront Heroes Orientation and Onboarding Experience.

Job Locations:

• Chandler AZ
• Charlotte, NC
• Irving, TX
• Candidates living outside of the above locations may be asked to produce a copy of military orders including applicant to be considered for remote or alternate locations.

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Posting End Date: 

14 Aug 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

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