Client: CO OIT
Location: 100% Remote but must reside within the State of Colorado
Job Id: 64193
Position: Technical Writer
Duration: 12+ Months
Statement Of Work
Documentation 70%
This position assists in providing documentation to support the Server Administration and Sustainment.
- Consolidate all documentation and store in Service Now.
- Review existing documentation and update structure.
- Monitor and follow up on procedures.
- 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 processes 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.
- 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.
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.
Seniority Level
Mid-Senior level
Employment Type
Full-time
Job Function
Marketing, Public Relations, and Writing/Editing
Industries
Staffing and Recruiting
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