The ideal candidate will be responsible for creating and writing various types of user documentation, including how-to guides, manuals, references, or instructions. This candidate should have strong communication skills which enable them to explain complicated concepts in a simple manner. This individual will also meet with customer representatives frequently in order to understand required content.

he Network Operations team provides 24/7/365 monitoring of Federal’s Enterprise systems to ensure continuous availability. Network Operations proactively monitors alerts and escalates alerting incidents and engages support teams and/or third-party vendors as appropriate. Additionally, the Network Operations team supports equipment for branch office and ATM connectivity.

The Technical Writer will support the team by providing various forms of documentation via the creation of standardized response procedures.

The Technical Writer will create other forms of documentation as needed. Such documentation will include electronic tutorials, user manuals, and Help documents to support our operators and service partners.

Responsibilities

• Create and manage response procedures for operators to refer to when escalating high-priority alerts that affect service partners and valued credit union members

• Research, gather, and synthesize data to present conclusions and recommendations to team members, service partners, and management

• Interview engineers and/or subject matter experts to obtain workflow, processes, or other technical information

• Design, develop, and implement technical documents, including electronic training, user manuals, tutorials, and knowledge checks

• Provide timely responses and outcomes to operator inquiries posted in IM

• Respond to email in a timely manner; keep customers accurately informed and maintain detailed work notes

• Work collaboratively with support teams and management to implement process improvements

• Provide a Quality Assurance function for the team by reviewing work of others to ensure consistency, accuracy, and timeliness of service

• Lead small projects; serve as team spokesperson in project meetings

• Perform other duties as assigned

Qualifications

• Excellent written communication skills with a keen eye for detail

• Experience in developing technical documentation

• Fluency with industry-standard technical summary and reporting techniques

• Proven ability to quickly learn and understand complex subject matter

• Advanced skill presenting information, findings, conclusions, and alternatives clearly and concisely

• Experience managing multiple priorities independently and/or in a team environment to achieve goals

• Advanced time-management and problem-solving skills; ability to complete administrative responsibilities accurately and on time

• Possess a can-do attitude for providing excellent customer service, with a mindset that demonstrates patience and persistence

• Expert proficiency with MS Office Suite

• Experience creating/editing presentations using software or other types of material/media

• Advanced skill working with all levels of peers, stakeholders, and management

Qualifications

• Experience maintaining SharePoint applications/pages

• Experience using OneNote

• Familiarity with ServiceNow

• Experience using SnagIt, Articulate 360, or similar instructional design tools

• Knowledge of Federal’s products, services, processes, and procedures

• • Bachelor’s Degree in English, Information Systems, Engineering, related technical field, or equivalent work experience