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: Operations & GTM Enablement (Technical Writing/Documentation)

Date Posted: March 26, 2026

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

Remote Status: On-site

🚀 Role Summary

• This role is crucial for enhancing the end-user experience of enterprise systems by developing clear and effective technical documentation and communications designed to drive technology adoption across ICE.

• The position requires a strong ability to quickly learn new technologies and translate complex technical information into easily understandable and engaging content.

• A key aspect involves the programmatic application of user experience (UX) best practices to technical process documentation, ensuring usability and efficiency.

• This role actively leverages generative AI and prompt engineering to accelerate content creation, improve quality, and optimize information architecture within the knowledge base.

📝 Enhancement Note: While the title is "Enterprise UX Technical Writer," the responsibilities for building cross-enterprise relationships, authoring IT change communications, and administering knowledge base analytics, alongside the emphasis on technology adoption and process documentation, strongly indicate a role deeply integrated with operational enablement and GTM (Go-To-Market) support by ensuring internal teams are equipped with the necessary knowledge to utilize enterprise technology effectively. The implied experience level of 2-5 years aligns with mid-level operations support roles.

📈 Primary Responsibilities

• Cross-Enterprise Relationship Building: Develop and maintain strong relationships with Subject Matter Experts (SMEs) across various departments to effectively capture institutional knowledge and scale documentation efforts.

• Technical Documentation & Change Communication: Author high-quality technical documentation and IT change communications for enterprise systems, ensuring accuracy, anticipating end-user needs, and simplifying complex features and processes. This includes ongoing maintenance of documents as updates or issues arise.

• Generative AI and Prompt Engineering: Leverage advanced prompt engineering techniques and generative AI tools (e.g., ChatGPT, Claude, Microsoft Copilot) to accelerate content creation, enhance quality, and explore new content formats while rigorously validating AI-generated output.

• Knowledge Base Administration & Optimization: Administer the configuration and analytics of the enterprise knowledge base, utilizing AI to identify content gaps, optimize information architecture, and improve content discoverability and user satisfaction.

• Standards Enforcement & Mentorship: Adhere to and enforce technical writing standards for style, terminology, and structure across both human- and AI-generated content. Mentor content contributors on enterprise standards, writing processes, and the responsible use of AI tools.

• Process Documentation Application: Apply user experience best practices to the creation and refinement of technical process documentation, ensuring clarity, usability, and efficient technology adoption.

📝 Enhancement Note: The responsibilities clearly outline a blend of traditional technical writing duties with a strong emphasis on modern AI-driven content creation and UX principles applied to internal enterprise systems. This is typical for roles supporting GTM operations by ensuring internal efficiency and knowledge sharing.

🎓 Skills & Qualifications

Education:

Experience:

• Proven ability to manage multiple concurrent projects, prioritize effectively, and meet committed deadlines in a dynamic environment.

• Demonstrated strong work ethic, active curiosity, self-motivation, and a commitment to teamwork.

Required Skills:

• Technical Writing & Editing: Exceptional writing, editing, and proofreading skills with a keen eye for detail and consistency.

• Generative AI Proficiency: Demonstrated proficiency with generative AI writing tools (e.g., ChatGPT, Claude, Microsoft Copilot), including advanced prompt engineering and AI content validation techniques.

• Technical Aptitude: Ability to quickly master new enterprise applications and translate complex technical features and processes into user-friendly documentation.

• Cross-Functional Collaboration: Proven ability to build rapport and collaborate effectively with SMEs and stakeholders across different departments.

• Process Documentation: Experience in documenting technical processes, workflows, and IT changes.

• M365 & ITSM Systems: Proficiency with Microsoft 365 applications and experience with enterprise IT Service Management (ITSM) systems.

Preferred Skills:

• Knowledge Centered Service (KCS): Familiarity with KCS methodology for knowledge management.

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

• UX & Accessibility: Understanding of basic UX design principles and accessibility standards for documentation.

• Content Analytics: Experience with data analytics tools for measuring content effectiveness, user engagement, and identifying content gaps.

📝 Enhancement Note: The emphasis on generative AI, prompt engineering, and AI content validation, alongside technical aptitude and platform proficiency, positions this as a forward-thinking technical writing role that directly supports operational efficiency and knowledge management.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Technical Documentation Samples: Showcase a range of technical documentation, including user guides, process flows, API documentation (if applicable), and IT change communications.

• AI-Assisted Content Examples: Include examples of content where generative AI was used, clearly outlining your role in prompt engineering, content refinement, and validation. Demonstrate how AI was leveraged to improve efficiency and quality.

• Process Improvement Case Studies: Present 1-2 case studies detailing your involvement in documenting or optimizing a technical process. Highlight the problem, your approach, the tools/methods used, and the quantifiable impact (e.g., reduced support tickets, improved adoption rates, increased efficiency).

• Style Guide Adherence: Demonstrate an ability to adhere to and enforce style guides, showing examples of consistent voice and terminology across different pieces of content.

Process Documentation Focus:

• Workflow Design & Optimization: Showcase your ability to map, document, and propose improvements for technical workflows and processes.

• Implementation & Automation: Provide examples of how your documentation directly supported the implementation or adoption of new systems or features, or how it facilitated automation.

• Measurement & Analysis: If possible, include examples where you've used data or analytics to measure the effectiveness of your documentation and made iterative improvements.

📝 Enhancement Note: For a technical writer role with a UX and AI focus, a portfolio demonstrating the ability to document complex systems, leverage AI tools effectively, and apply UX principles to enhance user understanding and adoption of internal processes is critical. Case studies showing process improvement are highly valued in operations-adjacent roles.

💵 Compensation & Benefits

Salary Range:

Benefits:

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

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

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

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

• Life and Disability Insurance: Standard life insurance and short/long-term disability coverage.

• Employee Assistance Program (EAP): Support services for personal and professional challenges.

• Potential for Performance Bonuses: Based on individual and company performance.

Working Hours:

• Standard full-time work week, likely 40 hours per week, with potential for occasional overtime during critical project phases or IT change rollouts. Flexibility may be offered within the on-site framework.

📝 Enhancement Note: The salary estimate is based on general market data for mid-level technical writers in major US metropolitan areas, adjusted for the specific industry (Financial Services/Technology) and the advanced skill requirements (AI, UX). Benefits are standard for a large, established corporation like ICE.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (FinTech), Exchange Operations, Data Services. ICE operates global exchanges, clearing houses, and data services, making it a critical player in global financial markets.

Company Size: Large Enterprise (Implied by "Intercontinental Exchange Holdings, Inc." and the scope of operations, likely 10,000+ employees globally).

Founded: 2000. ICE has grown significantly through strategic acquisitions and organic expansion, establishing itself as a leader in its field.

Team Structure:

• The Enterprise UX team likely operates as a centralized function, supporting various business units and technology departments.

• The Technical Writer will report into the Enterprise UX team, with close collaboration with IT, Product Management, and potentially GTM/Operations teams for system adoption initiatives.

Methodology:

• Data-Driven Decision Making: ICE emphasizes leveraging data to understand market dynamics and operational efficiency. This likely extends to how documentation effectiveness is measured.

• Innovation and Technology Adoption: As a FinTech leader, ICE is committed to adopting new technologies, including AI, to enhance services and internal processes.

• Process Optimization: Continuous improvement of processes, from trading to internal operations and knowledge management, is essential for maintaining market leadership.

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

📝 Enhancement Note: ICE's position as a major FinTech and exchange operator suggests a culture of high performance, rigorous standards, and continuous innovation. The emphasis on technology adoption and data aligns well with the requirements of this role.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level Enterprise UX Technical Writer. It's a specialized contributor role focused on enhancing internal operational efficiency through superior documentation and user support for enterprise technologies.

Reporting Structure: The Technical Writer will likely report to a Manager or Director of Enterprise UX or Technical Communications. This role may have dotted-line reporting or strong collaborative relationships with IT leadership, Product Management, and potentially GTM/Sales Operations leaders who rely on effective internal tool adoption.

Operations Impact: The success of this role directly impacts the efficiency and productivity of ICE employees by ensuring they can effectively use the enterprise systems that power the company's global operations. This includes driving adoption of new software, reducing support burdens, and ensuring compliance with IT change management processes.

Growth Opportunities:

• Senior Technical Writer/Lead: Progress to leading documentation projects, mentoring junior writers, and defining documentation strategy for specific product lines or enterprise initiatives.

• UX Specialist: Transition into a broader User Experience role, focusing more on user research, information architecture, and interaction design for enterprise tools.

• Content Strategy Manager: Move into a role managing content strategy for internal or external facing products, overseeing content creation pipelines, and defining content governance.

• Technical Program/Project Management: Leverage deep understanding of systems and processes to move into project or program management roles within IT or Operations.

📝 Enhancement Note: The role offers a solid foundation for a career in technical communications, UX, or operations enablement, with clear pathways for advancement within a large, complex organization like ICE.

🌐 Work Environment

Office Type: This is an on-site role at ICE's Atlanta office, indicating a traditional corporate office environment.

Office Location(s): 5660 New Northside Drive, 3rd Floor, Atlanta, GA 30328. This location in Atlanta suggests a professional business district environment.

Workspace Context:

• Collaborative Spaces: The office likely features a mix of individual workspaces and collaborative areas designed for team meetings, brainstorming, and cross-functional work.

• Technology-Rich Environment: As a FinTech company, expect access to modern hardware, software, and communication tools necessary for enterprise operations and documentation.

• Team Interaction: Opportunities to engage directly with colleagues from UX, IT, and other departments for knowledge gathering and feedback.

Work Schedule:

• Standard business hours, likely Monday to Friday. The role requires on-site presence, facilitating direct collaboration and team integration.

📝 Enhancement Note: The on-site requirement suggests a preference for direct collaboration and team synergy, which is common in roles requiring deep integration with internal processes and stakeholders.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Talent Acquisition will likely conduct an initial screening to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A conversation with the hiring manager to delve deeper into your technical writing experience, understanding of UX principles, AI tool proficiency, and approach to documentation challenges. Be prepared to discuss your portfolio.

• Technical/Team Interview: This may involve meeting with other members of the Enterprise UX team or key stakeholders you'd collaborate with. Expect questions about your problem-solving skills, ability to work with SMEs, and your approach to using AI responsibly.

• Portfolio Review Presentation: A critical step where you will be asked to present selected pieces from your portfolio, detailing your process, the challenges you faced, and the impact of your work. This is where your case studies and AI-assisted content examples will shine.

• Final Interview: Potentially with a senior leader or department head for final assessment.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest, most relevant pieces that showcase your breadth of skills (technical documentation, AI-assisted content, process documentation, UX application).

• Tell a Story: For each piece, clearly articulate the problem statement, your role and process, the tools/technologies used (especially AI), the outcome, and the lessons learned. Quantify impact whenever possible.

• Highlight AI Proficiency: Be ready to explain your prompt engineering process, how you validated AI output, and how you ensured brand voice and accuracy.

• Focus on Impact: Emphasize how your documentation contributed to user adoption, efficiency, problem resolution, or cost savings.

• Prepare for Technical Deep Dives: Be ready to discuss specific tools, methodologies (like KCS if applicable), and your understanding of UX principles.

Challenge Preparation:

• Process Documentation Exercise: You might be given a brief technical process or feature and asked to outline how you would document it, including potential AI applications.

• Prompt Engineering Scenario: You could be presented with a scenario and asked to craft effective prompts to generate specific types of technical content.

• SME Collaboration Simulation: Be ready to discuss how you would approach gathering information from a busy SME.

📝 Enhancement Note: A strong portfolio that clearly demonstrates the ability to leverage AI effectively and apply UX principles to technical documentation is paramount for this role. The interview process will likely focus on practical application and problem-solving.

🛠 Tools & Technology Stack

Primary Tools:

• Generative AI Platforms: Proficiency with ChatGPT, Claude, Microsoft Copilot, or similar large language models for content generation and assistance.

• Prompt Engineering Tools/Techniques: Deep understanding of how to craft effective prompts for various content types and quality levels.

• Content Management Systems (CMS) / Knowledge Base Platforms: Experience with administering and contributing to knowledge bases. SharePoint and ServiceNow are specifically mentioned as desirable.

• Microsoft 365 Suite: Advanced proficiency in Word, Excel, PowerPoint, Outlook, and potentially SharePoint/Teams for collaboration and content creation.

Analytics & Reporting:

• Knowledge Base Analytics: Ability to interpret data on content usage, search queries, user feedback, and content effectiveness.

• AI Content Validation Tools: Familiarity with tools or methods for checking AI-generated content for accuracy, bias, and adherence to standards.

• Data Analytics Tools (Desirable): Experience with tools that measure content effectiveness or user engagement metrics.

CRM & Automation:

• ITSM Systems: Familiarity with enterprise IT Service Management systems (e.g., ServiceNow) for understanding IT change processes and ticket management.

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

📝 Enhancement Note: The emphasis on AI tools, prompt engineering, and enterprise platforms like M365 and ITSM systems highlights the modern, technology-driven nature of this technical writing role within an operations context.

👥 Team Culture & Values

Operations Values:

• Excellence in Execution: A commitment to delivering high-quality, accurate, and user-friendly documentation that supports business objectives.

• Innovation & Adaptability: Embracing new technologies like AI and continuously seeking ways to improve processes and content creation methods.

• Collaboration & Teamwork: Working effectively with SMEs, UX designers, IT professionals, and other stakeholders to achieve shared goals.

• Data-Driven Approach: Using data and analytics to inform documentation strategy, measure impact, and drive continuous improvement.

• User-Centricity: A focus on understanding and meeting the needs of the end-user to ensure successful technology adoption and system usability.

Collaboration Style:

• Proactive Engagement: Actively seeking out SMEs and stakeholders to gather information and ensure documentation accuracy and relevance.

• Cross-Functional Integration: Working seamlessly with IT, product, and potentially GTM teams to align documentation with system development and rollout plans.

• Feedback-Oriented: Open to receiving and providing constructive feedback to improve content and processes.

• Knowledge Sharing: Willingness to share best practices, learnings from AI usage, and documentation insights with colleagues.

📝 Enhancement Note: The values reflect a dynamic, forward-thinking enterprise that values both technical proficiency and strong interpersonal skills for effective collaboration in a complex operational environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Rapid Technology Evolution: Keeping pace with the rapid advancements in AI and generative tools, and effectively integrating them into established documentation workflows while maintaining quality.

• Complex Enterprise Systems: Documenting intricate and diverse enterprise systems requires continuous learning and the ability to grasp complex technical concepts quickly.

• Balancing Human & AI Content: Ensuring a seamless blend of human-authored and AI-generated content, maintaining brand voice, accuracy, and ethical AI usage.

• Stakeholder Management: Effectively managing relationships and expectations with numerous SMEs and stakeholders across different departments.

• Measuring Documentation Impact: Demonstrating the tangible value and ROI of technical documentation and UX improvements within an enterprise setting.

Learning & Development Opportunities:

• Advanced AI & Prompt Engineering Training: Deepen expertise in utilizing cutting-edge AI tools for content creation and optimization.

• UX Design Principles & Practices: Expand knowledge in user experience research, information architecture, and usability testing.

• KCS Methodology Certification: Pursue certifications in Knowledge Centered Service to enhance knowledge management skills.

• Technical Writing Industry Best Practices: Stay current with evolving standards in technical communication, content strategy, and documentation tools.

• Mentorship Programs: Benefit from guidance from senior team members or leaders within the Enterprise UX or broader IT organization.

📝 Enhancement Note: This role presents opportunities to become an expert in AI-driven content creation and enterprise UX, positioning the individual for high-demand roles in the evolving landscape of technical communication and operations enablement.

💡 Interview Preparation

Strategy Questions:

• "How would you approach documenting a new enterprise software feature, considering both traditional methods and the potential for generative AI assistance?"

• "Describe a time you had to work with a challenging SME to gather information. What was your strategy, and what was the outcome?"

• "How do you ensure the accuracy and quality of AI-generated content? What are the key steps in your validation process?"

Company & Culture Questions:

• "What interests you about Intercontinental Exchange and this specific role within our Enterprise UX team?"

• "How do you see generative AI impacting the future of technical writing and enterprise documentation?"

• "Describe your experience working in a large, cross-functional enterprise environment. How do you navigate different stakeholder needs?"

Portfolio Presentation Strategy:

• Structure Your Presentation: For each piece, use a consistent framework: Background/Problem -> Your Role & Process (including AI use) -> Solution/Output -> Results/Impact -> Key Learnings.

• Demonstrate AI Integration: Clearly articulate the prompts you used, the AI's output, and your critical review and refinement process. Show how AI augmented, not replaced, your skills.

• Quantify Impact: Use metrics where possible (e.g., "reduced support tickets by X%", "increased feature adoption by Y%", "saved Z hours in content creation time").

• Showcase UX Thinking: Explain how you considered the end-user's perspective, information flow, and ease of understanding in your documentation design.

• Be Prepared for Q&A: Anticipate detailed questions about your process, tool choices, and any challenges encountered.

📝 Enhancement Note: Preparing specific examples that highlight AI proficiency, UX application, and process documentation impact will be crucial for success in this interview process.

📌 Application Steps

To apply for this Enterprise UX Technical Writer position:

• Submit your application through the official Intercontinental Exchange careers portal (https://careers.ice.com/) using the provided job ID or link.

• Tailor Your Resume: Ensure your resume highlights experience with technical writing, UX principles, generative AI tools (mention specific tools like ChatGPT, Claude, Copilot), prompt engineering, content creation for enterprise systems, and collaboration with SMEs. Use keywords from the job description.

• Prepare Your Portfolio: Curate your strongest work samples that demonstrate your technical writing skills, AI content creation capabilities, and process documentation examples. Be ready to present and discuss these during the interview process.

• Research ICE: Familiarize yourself with Intercontinental Exchange's business, industry position, and recent news. Understand their commitment to technology and innovation.

• Practice Interview Questions: Prepare answers to common technical writing, behavioral, and situational questions, with a specific focus on your experience with AI and UX in an enterprise context.

⚠️ 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.