Technical Writer Job at United Software Group Inc. in Denver

Technical Writer

State of CO OIT

1575 Sherman St., Denver, Colorado 80203, Candidate Must reside in Colorado.

Description

Technical Writer Statement of Work:
Documentation 70%

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 update structure.
• Monitor and follow up on Procedures.
• Create SOPs, Guidelines, and 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.

Ticket Management - 25%

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 with documentation related to Problem Management and Root Cause Analysis.
• Meet with Service Now team monthly to review ticket management and process changes.

Organizational and Project Commitment - 5%

• Assist in implementing projects for OIT, including 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 the form of mini training sessions with the team.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

QUALIFICATIONS: Experience with a variety of Content Management Systems. Knowledge of security standards and techniques. Experience with Server support is a plus. Experience as a trainer is a plus.

Duties and Responsibilities: Work with management team to understand requirements. Work with Subject Matter Experts to understand the landscape of the environment. Create framework/format for documentation (process maps, narratives, procedures/manuals) ensuring documents are user-friendly, accessible, and searchable. Work with IT leadership to determine the priority of documentation. Design, develop, and document end-to-end processes/procedures across the 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 the 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.

Education and Experience:
A minimum of three (3) to five (5) years of experience as an IT professional which must include a minimum of three (3) years’ experience as a Technical Writer.

Applicants will be required to complete Department of Revenue Security Clearance requirements.

Preferred Qualifications:
Experience in a professional, large enterprise-level environment (100+ servers), as a dedicated Systems Administrator. Some experience with Service Now Knowledge Management. Some experience with Google Apps in a professional environment.