IT Technical Writer – $53.00 per hour/W2 only
This role is 100% REMOTE, but you MUST RESIDE with in 40 miles of Denver, CO to be considered. (LOCAL CANDIDATES ONLY)
HOURS: MON-FRI 8am – 5pm (CST)
IT Technical Writer will work with management team to understand requirements and landscape of the environment. They will perform the following tasks:
• Create framework/format for documentation (process maps, narratives, procedures/manuals).
• Design must keep in mind that documents must be user-friendly, accessible and searchable by topic/area as they will be posted online.
• Work with IT leadership to determine the priority of documentation.
• Design, develop, and document end-to-end processes/procedures across organization.
• Create a process/procedure for revision control for the documentation post-implementation.
• Test documentation against standard company norms & practices to document gaps in compliance.
• Work with internal team to post documents to an online repository (i.e. Service Now).
• Provide training as necessary to team members. Design and code superior technical solutions
• Create and execute project work plans, revising as necessary to meet changing needs and requirements
• Communicate and enforce best practices from organizations such as ITIL & Six Sigma to processes.
• Consistently deliver high-quality services on schedule. Communicate complex information effectively to team members.
• Deliverables: Detailed (integrated) process maps with control points
• Narratives document to support process maps Searchable manuals – processes & procedures for Server Support teams Revision control process
PROJECT OBJECTIVES:
70% – Documentation – This position assists in providing documentation to support the Server Administration and Sustainment:
• Utilize available enterprise tools documenting processes.
• Consolidate all documentation and store in a Service Now
• Review existing documentation and review structure and update
• Monitor and follow up Procedures
• Create SOPs, Guidelines, How-To documentation
• Consolidate and centralize all of the Server Support Team’s documentation.
• Work with Supervisors and SMEs to understand current processes and document
• Design and develop end-to-end processes and procedures
• Create Process and Procedures for Revision Control.
• Create and manage Playbooks and Run Books
• Communicate and enforce best practices
25% – Ticket Management – This position follows the established OIT Change Management (RFC) process:
• Use established tools to track hardware and software assets.
• Assist with informing/sharing new documentation/information with appropriate IT groups.
• Review inbound tickets and assign to appropriate support personnel
• Monitor tickets to ensure they meet SLA requirements.
• Assist and documentation related to Problem Management and Root Cause Analysis.
• Meet with Service Now team monthly to review ticket management and review process changes
5% – Organizational and Project Commitment – The position assists in implementing projects for OIT.
• Participating in team meetings and implementing project tasks and time tracking:
• Attend and complete all internal OIT provided training and take advantage of professional development with manager approval.
• Share new knowledge or skills in form of mini training sessions with the team.
REQUIRED SKILLS/EXPERIENCE:
• 3+ years as an IT professional, with a minimum 3 years’ experience as a Technical Writer.
• Worked with a variety of Content Management Systems
• Knowledge of security standards and techniques
• Experience providing documentation to support the Server Administration and Sustainment
• Experience documenting processes, consolidating documentation and review existing documentation to review and structure updates
• Create SOPs, Guidelines, How-To documentation
• Able to consolidate and centralize all of the Server Support Team’s documentation.
• Design and develop end-to-end processes and procedures
• Create Process and Procedures for Revision Control.
• Create and manage Playbooks and Run Books
Other Requirements:
• Must be able to pass a criminal background check
• Must be able to pass a drug test
• Must have a valid drivers licence, as periodic travel to various locations in the Denver metro may be required
DESIRED SKILLS:
• Experience with Server support or as a trainer is a plus.
• Experience in a professional, large enterprise-level environment (100+ servers), as a dedicated Systems Administrator.
• Some experience with ServiceNow Knowledge Management
• Some Experience with Google Apps in a professional environment.