Technical Writer Job at Inserso in Washington

This position will prepare instructional materials in various electronic formats to communicate and translate complex and technical information in an easy-to-understand presentation to wide and varied non-technical audiences that increase user experience and knowledge. Materials to be developed, reviewed, and revised are ServiceNow knowledge articles, application user guides, how-to instructions, product specifications, computer systems operation guides, and other supporting documents. The content of these materials may require the development or revision of graphical images, flow charts, and diagrams.



Responsibilities:

• Work with ServiceNow knowledge team, engineers, developers, system administrators, and other technical and occupational staff to become familiar with product technology, functions, and behaviors in developing instructional materials.
  
• Proofread and revise existing materials, in coordination with technical and functional experts, improving the accuracy, clarity and quality of the materials prior to publication using plain non-technical language and proper presentation.
  
• Support other technical writing and program documentation tasks as required.
  
• Support development and instruction of technical training of existing staff and new employees, as necessary, on the basic functionality of agency laptops and Microsoft applications.
  
• Provide training on supported applications. Update the training materials based on changes to the applications and/or host environment, including a description of how the changes will affect the user.
  
• Work with the federal staff to determine the technical writing needs and training requirements and objectives, for providing presentations, workshops or technology-supported instruction.
  
• Work closely with program management to evaluate and recommend general continuous service improvements.
  

Required Skills/Experience:

• Associates Degree or equivalent.
  
• Must be a U.S. Citizen and successfully complete a background check.
  
• 3 years of IT technical writing/training, or other related IT experience.
  
• Experience using Microsoft Office applications.
  
• Experience using graphic design software tools like Adobe Illustrator or equivalent.
  
• Experience creating technical manuals/documentation, knowledge management articles, templates, flowcharts or other visual training aides.
  
• Experience updating and maintaining training materials.
  
• Knowledge of media production, communication, and dissemination techniques and methods.
  
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
  

Preferred Skills/Experience:

• ITIL Foundation certification.
  
• Experience supporting federal agencies.
  

Physical and/or Mental Qualifications:

• Effectively communicate with customers, stakeholders, and technical specialists.
  

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.