American Business Solutions
Complete Job Description:
Position: Technical Writer
Location: Remote @Denver, Colorado
Long-term contract
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 to document processes.
• Consolidate all documentation and store it in Service Now
• Review existing documentation and review the structure, and update
• 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 processes and Procedures for Revision Control.
• Create and manage Playbooks and Run Books
• Communicate and enforce best practices
Ticket Management - 25%
• Use established tools to track hardware and software assets.
• Assist with informing/sharing new documentation/information with the 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 the Service Now team monthly to review ticket management and process changes
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
• 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 the 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). Designers 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 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.
Type
Category
Qualification
Competency
Required
Skills
Others
Presentation skills
Proficient (4-6 Years)
No
Skills
Others
Process Flow Analysis
Proficient (4-6 Years)
No
Skills:
Technical Writer,IT professional,Service Now Knowledge Management
Position: Technical Writer
Location: Remote @Denver, Colorado
Long-term contract
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 to document processes.
• Consolidate all documentation and store it in Service Now
• Review existing documentation and review the structure, and update
• 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 processes and Procedures for Revision Control.
• Create and manage Playbooks and Run Books
• Communicate and enforce best practices
Ticket Management - 25%
• Use established tools to track hardware and software assets.
• Assist with informing/sharing new documentation/information with the 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 the Service Now team monthly to review ticket management and process changes
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
• 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 the 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). Designers 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 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.
Type
Category
Qualification
Competency
Required
Skills
Others
Presentation skills
Proficient (4-6 Years)
No
Skills
Others
Process Flow Analysis
Proficient (4-6 Years)
No
Skills:
Technical Writer,IT professional,Service Now Knowledge Management