Location: 5550 Heritage Oaks Drive Pensacola FL 32526--***available to report to campus at least 4x per month***

The Network Operations Technical Writer will support the team by providing procedural documentation and training for the Network Operations team

The Network Operations team provides monitoring of Navy Federal’s enterprise systems to ensure continuous availability. The team proactively monitors and manages alerts and escalates incidents and problems when detected. The team also interfaces with vendors to ensure appropriate resolution during system outages or periods of reduced performance and performs routine tests and maintenance of assigned systems, networks and peripheral equipment.

Responsibilities

• Create and maintain clear, concise response procedures that contribute to no perceived downtime for the Network Operations team
• Work collaboratively with support teams and management to implement process improvements
• Interview engineers and/or support teams to obtain workflow, processes, or other technical information
• Research, analyze and document processes and procedures for related teams outside of Network Operations
• Research, gather, and synthesize data to present conclusions and recommendations to management and/or team members
• Represent the Network Operations team project implementation meetings and other meetings as requested by Leadership.
• Execute daily ad hoc tasks and lead small projects as needed
• Implement and coordinate knowledge management activities/processes to include content analysis, document management, data capture, portals and customer reporting
• Design, develop, and implement technical documents including electronic training, user manuals, help documents and tutorials
• Compile information requirements, objectives, functions and features
• Gather technical information, prepare written text, and coordinate layout and manual organization
• Integrate information from functions throughout the organization to facilitate access, sharing and dissemination of information with team members, internal business partners and stakeholders
• Leverage information sharing portals to share information with staff and stakeholders
• Train and educate front-end users on knowledge management tools and content availability
• Create and monitor key performance indicators as a measure of documentation efficacy and relevance
• Perform other duties as assigned or appropriate
• Gather technical information, prepare written text, and coordinate layout and manual organization
• Leverage information sharing portals to share information with staff and stakeholders
• Train and educate front-end users on knowledge management tools and content availability

Qualifications

• Significant experience researching, compiling, and documenting data, business processes, and workflow
• Significant experience in developing technical documentation
• Extensive experience managing multiple priorities independently and/or in a team environment to achieve goals
• Expert skill capturing and translating technical processes and requirements into easily understood terms
• Expert verbal and written communication skills
• Advanced research, analytical, and problem solving skills
• Advanced organizational, planning and time management skills
• Advances skill in producing desired results and achieving goals and objectives
• Advanced verbal and written communication skills with high attention to detail
• Advanced skill communicating complex technical concepts to non-technical audiences
• Advanced skill identifying and analyzing technical requirements and recommending solutions
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Advanced skill working with all levels of management, supervisors, stakeholders and vendors
• Experience creating/editing presentations using software or other types of material/media
• Effective skill supporting a global 24/7, member/customer focused services operation
• Ability to work independently and as part of a team
• Advances skill in producing desired results and achieving goals and objectives

• Desired – Experience in structured knowledge transfer activities
• Desired – Experience creating and maintaining SharePoint applications/pages
• Desired – Knowledge of Navy Federal’s products, services, processes and procedures
• Desired – Bachelor’s Degree in English, Information Systems, Engineering, related technical field, or equivalent work experience