Enterprise UX Technical Writer

📍 Job Overview

Job Title: Enterprise UX Technical Writer

Company: Intercontinental Exchange Holdings, Inc.

Location: Atlanta, Georgia, United States

Job Type: FULL_TIME

Category: Technical Writing / User Experience Operations

Date Posted: February 20, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• Drive technology adoption and enhance end-user experience for ICE employees through high-quality technical documentation and clear communications.

• Develop and maintain comprehensive technical documentation for enterprise systems, ensuring accuracy and user-friendliness.

• Leverage generative AI and advanced prompt engineering techniques to accelerate content creation while upholding stringent quality and style standards.

• Administer and optimize the knowledge base, utilizing AI-driven insights to identify content gaps and refine information architecture for improved accessibility and efficiency.

• Collaborate closely with Subject Matter Experts (SMEs) and content contributors across the enterprise to capture institutional knowledge and scale documentation efforts effectively.

📝 Enhancement Note: This role is positioned within an "Enterprise UX" team, indicating a strong focus on improving the internal user experience of technology used by ICE employees. The emphasis on generative AI, prompt engineering, and AI content validation suggests a forward-thinking approach to content creation and knowledge management, requiring candidates to be adept with emerging technologies in the documentation space.

📈 Primary Responsibilities

• Author clear, concise, and accurate technical documentation for a wide range of enterprise systems, including IT change communications, user guides, and process flows.

• Collaborate with cross-functional teams, including IT, product management, and business units, to gather information, validate content, and ensure documentation meets diverse end-user needs.

• Develop and maintain an enterprise-wide knowledge base, organizing content logically and ensuring it is easily discoverable and up-to-date.

• Utilize generative AI tools (e.g., ChatGPT, Claude, Microsoft Copilot) and sophisticated prompt engineering techniques to draft, refine, and enhance technical content efficiently.

• Implement and enforce established technical writing standards, style guides, and terminology across all content, both human- and AI-generated, to ensure consistency and quality.

• Analyze knowledge base usage data and AI-generated analytics to identify content gaps, areas for improvement, and opportunities to optimize information architecture.

• Mentor and guide content contributors across the organization on enterprise documentation standards, best practices for AI tool usage, and responsible content creation.

• Build and nurture relationships with SMEs across various departments to effectively capture institutional knowledge and facilitate scalable documentation efforts.

• Stay abreast of new technologies, industry trends, and UX best practices to continuously improve documentation processes and deliverables.

📝 Enhancement Note: The responsibilities highlight a blend of traditional technical writing skills and modern AI-driven content creation methodologies. The emphasis on "enterprise systems" and "cross-enterprise relationships" points to a need for strong collaboration and communication skills, as well as the ability to navigate a complex organizational structure.

🎓 Skills & Qualifications

Education:

Experience:

• Proven experience in technical writing, with a focus on enterprise systems and end-user documentation.

Required Skills:

• Technical Writing Proficiency: Exceptional ability to write, edit, and organize technical content for clarity, accuracy, and user comprehension.

• Generative AI & Prompt Engineering: Demonstrated proficiency with generative AI writing tools (e.g., ChatGPT, Claude, Microsoft Copilot) and advanced prompt engineering techniques for content creation and optimization.

• Content Validation: Strong skills in validating AI-generated content for accuracy, consistency, and adherence to enterprise standards.

• Subject Matter Expert (SME) Collaboration: Proven ability to build rapport and effectively collaborate with SMEs to gather technical information and ensure content accuracy.

• M365 Applications: Proficiency with Microsoft 365 suite (Word, Excel, PowerPoint, SharePoint).

• ITSM Systems: Familiarity and proficiency with IT Service Management (ITSM) systems for documentation and change management processes.

• Problem-Solving & Decision-Making: Strong analytical and problem-solving skills with the ability to make sound decisions in complex situations.

• Interpersonal Skills: Excellent communication, collaboration, and relationship-building skills.

• Detail-Orientation: Meticulous attention to detail in all aspects of content creation and project management.

• Self-Motivation & Work Ethic: Demonstrates a strong work ethic, initiative, active curiosity, and commitment to teamwork.

Preferred Skills:

• Knowledge Centered Service (KCS) Methodology: Familiarity with KCS principles and practices for knowledge management.

• Enterprise Platforms: Experience with platforms like SharePoint, ServiceNow, or similar enterprise content management and ITSM systems.

• UX Design Principles: Basic understanding of User Experience (UX) design principles and their application to technical documentation.

• Accessibility Standards: Knowledge of accessibility standards (e.g., WCAG) for creating inclusive content.

• Data Analytics Tools: Experience using data analytics tools to measure content effectiveness, user engagement, and identify trends.

📝 Enhancement Note: The emphasis on AI tools and prompt engineering is a significant differentiator, suggesting that candidates with this specific experience will be highly sought after. The preferred skills indicate a desire for a candidate who can contribute to a more mature and user-centric documentation ecosystem.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Technical Documentation Samples: Showcase a variety of technical documentation types (e.g., user guides, API documentation, process flows, release notes) created for enterprise software or complex systems.

• AI-Assisted Content Examples: Include examples where generative AI was used in the content creation process, demonstrating your prompt engineering skills and how you ensured quality and accuracy.

• Process Improvement Case Studies: Present case studies detailing how you optimized documentation processes, improved content discoverability, or increased technology adoption through your documentation efforts.

• Knowledge Base Contributions: If applicable, provide examples or descriptions of your contributions to knowledge bases, highlighting organization, searchability, and user impact.

• Style Guide Adherence: Demonstrate your ability to follow and enforce style guides, showing examples of consistent voice, tone, and terminology.

Process Documentation:

• Workflow Design & Optimization: Showcase experience in designing and optimizing documentation workflows, including intake processes, review cycles, and publication schedules.

• Implementation & Automation: Provide examples of how you've implemented new documentation tools or automated repetitive tasks within the documentation lifecycle.

• Measurement & Performance Analysis: Include examples of how you've measured the effectiveness of documentation, such as through user feedback, analytics, or reduction in support tickets.

📝 Enhancement Note: Candidates should be prepared to showcase tangible evidence of their technical writing skills, particularly their ability to integrate AI tools effectively and demonstrate a quantifiable impact on process efficiency and user experience.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage.

• Retirement Savings Plan: 401(k) with company match.

• Paid Time Off: Generous vacation, sick leave, and holidays.

• Professional Development: Opportunities for training, certifications, and attending industry conferences.

• Employee Assistance Program: Support for personal and professional well-being.

• Stock Purchase Plan: Potential for employee stock options or purchase programs.

• Wellness Programs: Initiatives focused on employee health and well-being.

Working Hours:

• Standard full-time hours, typically 40 hours per week. While core business hours are expected, there may be some flexibility to accommodate project deadlines and cross-time zone collaboration.

📝 Enhancement Note: The salary range is an estimate based on publicly available data for similar roles in the Atlanta area and the specified experience level. Intercontinental Exchange is a large, established financial technology company, which typically offers competitive compensation and comprehensive benefits packages.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology, Data Services, Exchanges, and Clearing Houses. Intercontinental Exchange (ICE) operates global exchanges, clearing houses, and data and listings services, playing a critical role in facilitating global commerce and investment.

Company Size: Large Enterprise (typically 10,000+ employees globally). ICE is a significant player in the global financial markets.

Founded: 2000. ICE has grown rapidly through strategic acquisitions and organic expansion, establishing itself as a leader in financial infrastructure.

Team Structure:

• The Enterprise UX Technical Writer is part of the Enterprise UX team.

• This team likely collaborates closely with various IT departments, product development teams, and business units across ICE.

Methodology:

• Data-Driven Decision Making: Emphasis on using data and analytics to inform decisions, including content effectiveness and system improvements.

• Agile/Iterative Development: Likely follows agile methodologies for software development and documentation processes, allowing for flexibility and continuous improvement.

• User-Centric Design: A strong focus on understanding and meeting the needs of end-users (ICE employees) to drive technology adoption and operational efficiency.

• Collaboration & Knowledge Sharing: Fosters an environment where team members share knowledge, best practices, and collaborate to solve complex problems.

Company Website: https://www.ice.com/

📝 Enhancement Note: Working within a large, global financial technology firm like ICE means operating in a highly regulated, fast-paced, and data-intensive environment. The emphasis on "enterprise systems" and "technology adoption" suggests that the role is crucial for ensuring internal operational efficiency and smooth implementation of new technologies.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level Technical Writer, requiring a solid foundation in technical writing principles and a growing proficiency in newer technologies like AI. It represents a key individual contributor role focused on specialized documentation and UX support for enterprise systems.

Reporting Structure: The role reports into the Enterprise UX team, likely under a UX Manager or Director. Collaboration will be extensive across various IT and business functions, providing broad exposure to different operational areas within ICE.

Operations Impact: The work directly impacts operational efficiency by ensuring employees can effectively use enterprise systems. Clear documentation reduces training time, minimizes user errors, lowers support ticket volume, and accelerates the adoption of new technologies, thereby contributing to overall productivity and cost savings.

Growth Opportunities:

• Specialization in AI & UX: Deepen expertise in prompt engineering, AI content strategy, and applying UX principles to technical documentation, becoming a go-to expert in these emerging fields.

• Team Leadership: Progress to a Senior Technical Writer role, mentoring junior writers, leading documentation projects, or potentially moving into a team lead or management position within the UX or Technical Communications function.

• Cross-Functional Mobility: Develop a broad understanding of ICE's various business units and technologies, potentially leading to opportunities in technical product management, UX design, or program management.

• Industry Certifications & Training: Pursue certifications related to technical writing, UX, AI, or specific enterprise platforms to enhance skills and career prospects.

📝 Enhancement Note: The role offers a unique opportunity to blend established technical writing practices with cutting-edge AI technologies, positioning the candidate for growth in a high-demand area within enterprise operations and technology.

🌐 Work Environment

Office Type: The role is based in Atlanta, Georgia, and is described as "On-site," indicating a traditional office-based work environment. This suggests opportunities for direct collaboration, in-person mentorship, and immediate access to office resources.

Office Location(s): 5660 New Northside Drive, 3rd Floor, Atlanta, Georgia 30328. This is a professional office setting typical for large corporations.

Workspace Context:

• Collaborative Environment: The emphasis on building cross-enterprise relationships and working within a team suggests a collaborative office setup, potentially with open-plan areas or shared meeting spaces conducive to teamwork.

• Technology Access: Employees will have access to company-provided hardware, software, and potentially specialized tools for documentation and AI interaction.

• Team Interaction: Regular face-to-face interaction with colleagues within the Enterprise UX team and with SMEs from other departments will be a key aspect of the work environment.

Work Schedule:

• A standard 40-hour work week is expected, likely with typical business hours (e.g., 9 AM to 5 PM ET). While the role is on-site, ICE's global nature might occasionally require flexibility for urgent communications or meetings with teams in different time zones.

📝 Enhancement Note: The on-site requirement suggests a preference for direct team collaboration and immediate access to resources, which can be beneficial for complex projects and rapid problem-solving in a large enterprise setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: In-depth discussion about experience, skills, and alignment with the role's responsibilities. Focus on technical writing background, AI proficiency, and problem-solving abilities.

• Technical Assessment/Portfolio Review: Candidates will likely be asked to present their portfolio, showcasing relevant work samples, particularly those demonstrating AI integration and process improvement. This may include a practical writing exercise or a case study presentation.

• Team/SME Interviews: Interviews with potential colleagues and SMEs to evaluate collaboration skills, communication style, and ability to integrate into the team and work across departments.

• Final Interview: Potentially with a senior leader for final approval, focusing on strategic thinking and long-term alignment.

Portfolio Review Tips:

• Highlight AI Integration: Clearly label and explain any work samples that utilized generative AI, detailing your prompt engineering strategies and how you ensured quality.

• Quantify Impact: For process improvement case studies, use metrics (e.g., time saved, error reduction, adoption rate increase) to demonstrate the value of your work.

• Showcase Variety: Include examples of different types of technical documentation to demonstrate versatility.

• Explain Your Process: Be prepared to walk through your documentation process, from information gathering to final delivery, including your approach to collaboration and quality assurance.

• Tailor to ICE: Research ICE's products and services to understand their business context and tailor your presentation to highlight how your skills can benefit their enterprise UX initiatives.

Challenge Preparation:

• Writing Exercise: Expect a prompt to write a short piece of technical documentation or revise existing content, possibly incorporating AI tools. Focus on clarity, accuracy, and adherence to style.

• Prompt Engineering Scenario: You might be asked to outline prompts for a specific documentation task, demonstrating your understanding of how to elicit the best output from AI.

• Problem-Solving Scenarios: Prepare to discuss how you would approach documenting a complex new enterprise system or resolving a documentation-related issue affecting user adoption.

📝 Enhancement Note: The portfolio review is critical for this role. Candidates should meticulously curate samples that clearly demonstrate their technical writing expertise, their innovative use of AI, and their ability to drive tangible results.

🛠 Tools & Technology Stack

Primary Tools:

• Generative AI Platforms: ChatGPT, Claude, Microsoft Copilot (or similar advanced AI writing assistants).

• Prompt Engineering Tools/Techniques: Advanced methods for crafting effective prompts to guide AI output.

• Content Management Systems (CMS): Experience with enterprise-level CMS, potentially including SharePoint or ServiceNow for knowledge base management.

• Microsoft 365 Suite: Word, Excel, PowerPoint, SharePoint.

Analytics & Reporting:

• Knowledge Base Analytics: Tools to track user engagement, search queries, and content performance within the knowledge base.

• Data Analytics Tools: Familiarity with tools used for analyzing content effectiveness and user behavior (specific tools may vary).

CRM & Automation:

• ITSM Systems: ServiceNow, or similar platforms for IT Service Management, change control, and incident management documentation.

• Collaboration Tools: Microsoft Teams, Slack, or similar for team communication and project coordination.

📝 Enhancement Note: Proficiency with generative AI tools and prompt engineering is a key requirement, distinguishing this role from traditional technical writing positions. Familiarity with enterprise-level ITSM and CMS platforms is also crucial.

👥 Team Culture & Values

Operations Values:

• Innovation & Efficiency: A drive to find new ways to improve processes, leverage technology (like AI), and deliver efficient, high-quality documentation.

• Collaboration & Teamwork: A strong emphasis on working together across departments, sharing knowledge, and supporting colleagues to achieve common goals.

• Accuracy & Quality: A commitment to producing precise, reliable, and user-friendly content that meets high professional standards.

• User-Centricity: A focus on understanding and serving the needs of ICE employees, ensuring technology is accessible and easy to use.

• Continuous Learning: Encouraging professional development and staying current with evolving technologies and best practices in technical communication and UX.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with SMEs, developers, product managers, and other stakeholders to gather requirements, validate information, and ensure documentation aligns with business objectives.

• Feedback-Driven Improvement: Open to receiving and providing constructive feedback to continuously enhance documentation quality and team processes.

• Knowledge Sharing: Proactively sharing insights, best practices, and lessons learned within the team and across the organization, especially regarding AI tool usage and documentation strategies.

📝 Enhancement Note: The company culture likely emphasizes a professional, results-oriented environment with a strong focus on leveraging technology to drive efficiency and a positive user experience for internal stakeholders.

⚡ Challenges & Growth Opportunities

Challenges:

• Rapidly Evolving AI Landscape: Keeping pace with advancements in generative AI, prompt engineering techniques, and AI content validation methodologies.

• Balancing AI Efficiency with Quality: Ensuring AI-generated content meets ICE's high standards for accuracy, tone, and compliance, requiring robust review processes.

• Navigating a Large Enterprise: Understanding the complex organizational structure and diverse needs of various departments to create effective, universally applicable documentation.

• Driving Technology Adoption: Persuading users to adopt new systems and processes through clear, engaging, and accessible documentation, especially for complex enterprise software.

• Capturing Tacit Knowledge: Effectively extracting and documenting crucial information from busy SMEs who may not always have the time or inclination to document it themselves.

Learning & Development Opportunities:

• AI & Prompt Engineering Specialization: Opportunities to become an expert in leveraging AI for enterprise content creation, potentially leading to roles in AI strategy or implementation.

• Advanced UX Principles: Deepening understanding of user experience design and its application to technical documentation and internal tools.

• Enterprise System Expertise: Gaining in-depth knowledge of ICE's core enterprise systems, which can be valuable for future roles within the company.

• Mentorship Programs: Access to experienced professionals within ICE for guidance and career development.

• Industry Conferences & Training: Support for attending relevant conferences and pursuing certifications in technical writing, UX, or AI technologies.

📝 Enhancement Note: The role presents significant opportunities to grow in the rapidly expanding field of AI-assisted technical communication, alongside traditional career paths within UX and enterprise operations.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for using generative AI to create technical documentation. How do you ensure accuracy and quality?" (Focus on prompt engineering, AI validation, and your workflow.)

• "How would you approach documenting a new, complex enterprise system for a diverse user base with varying technical skills?" (Highlight your planning, research, and content structuring methods.)

• "Tell me about a time you had to collaborate with a difficult SME to gather information. How did you manage the relationship and obtain the necessary content?" (Focus on interpersonal skills, negotiation, and persistence.)

Company & Culture Questions:

• "What do you know about Intercontinental Exchange and our role in the global financial markets?" (Research ICE's business, mission, and recent news.)

• "How do you see your role contributing to the Enterprise UX team's goals and ICE's overall mission?" (Connect your responsibilities to user experience and operational efficiency.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each portfolio piece, clearly state the problem, your solution (including AI use), the process you followed, and the quantifiable results or impact.

• Highlight AI Use Cases: Specifically call out projects where you leveraged AI. Show sample prompts, explain your rationale for those prompts, and demonstrate how you refined the AI output.

• Demonstrate Process Improvement: If you have a case study on optimizing a documentation process, clearly articulate the "before" and "after" states and the benefits achieved.

• Be Prepared for Technical Questions: Anticipate questions about specific tools, methodologies (like KCS), and your approach to maintaining consistency and quality.

• Engage Your Audience: Make your presentation interactive, inviting questions and discussion, and showing enthusiasm for your work.

📝 Enhancement Note: Candidates should prepare to not only showcase their writing skills but also their strategic thinking regarding AI integration, process optimization, and their ability to collaborate effectively within a large enterprise.

📌 Application Steps

To apply for this Enterprise UX Technical Writer position:

• Submit your application through the careers portal at https://careers.ice.com/jobs/12324.

• Tailor Your Resume: Emphasize keywords from the job description, particularly "Technical Writing," "Enterprise UX," "Generative AI," "Prompt Engineering," "M365," and "ITSM systems." Quantify achievements wherever possible.

• Curate Your Portfolio: Select 2-3 strong examples that best showcase your technical writing skills, AI integration experience, and process improvement contributions. Ensure these are easily accessible and well-explained.

• Prepare Your Narrative: Practice articulating your experience, especially your approach to AI-assisted content creation and your contributions to user experience, in preparation for interview questions.

• Research ICE: Understand the company's business, industry position, and values to better articulate your fit and how you can contribute to their goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.