• Technical Writer II

    Job Location(s) US-NY-Painted Post
    Posted Date 2 weeks ago(6/6/2018 9:11 AM)
    Job ID
    2018-29431
    Category
    Other
    Position Type
    Contract (Full-Time)
    # of Openings
    1
  • Overview

    Support knowledge documentation and control within the IT Infrastructure Operations service line to improve overall quality and ensure the success of repeatable processes. 

     

    Must sit on site 
    Mon-Fri 8-5 
    No OT without prior manager approval 



    Responsibilities

    • Proactively update existing documents as needed and work with subject matter experts to document new processes, work instructions, knowledge base articles or other documentation 
    • Determine appropriate document type and storage location (ACE, ServiceNow) based on established criteria 
    • Work with subject matter experts to review updated documentation, ensuring content is accurate, easy to follow and formatted correctly 
    • Work with document owners to ensure audits are performed and completed on time 
    • Determine any duplication and/or what documents can be combined 
    • Determine any documentation that can be obsoleted, make appropriate recommendation and retire per established process 
    • Analyze and identify documentation opportunities and gaps across towers 
    • Recommend visual aids, including diagrams, tables and flow charts, to enhance documentation and optimize the impact of provided information 
    • Enlist the assistance of cross-functional team members as needed for content accuracy 
    • Document process work flows and update existing ones as needed 
    • Suggest improvements for streamlining processes 

    Qualifications

    • Minimum 5 years preparing documentation such as work instructions or procedures. 
    • Process/procedure or technical writing experience. 
    • MS Office Suite, with advanced Microsoft Word skills, including styles, multilevel lists, tables, indents, spacing, pagination, pictures, table of contents, etc. 
    • Proficient typing skills 
    • Experience mapping processes using Visio or similar tools 
    • Knowledge/understanding of a minimum of two of the following information technology areas and how they work together; Networking, Servers, Storage, Backup, Access Controls and Permissions, Security Operations, Integrations, Messaging, Databases, etc. 
    • Fluent in Outlook, able to email and coordinate meeting requests and schedule room,s 
    • WebEx or similar tool for online meetings 
    • Proficiency in image-capture software, such as Snagit 


    Soft Skills 

    • Excellent communication skills 
    • Attention to detail 
    • Inquisitive, curious, desire to know how processes work 
    • Logical thinker 
    • Process focused 
    • Self-motivated 
    • Experience working with global teams 



    Desired Education and Experience 

    • Associates Degree 
    • Experience with ServiceNow, Remedy or other Service Desk ticketing tool

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