Technical Writer

Job Title: IT Technical Writer

Client Industry: Information Technology

Location: Remote (Preferred candidates local to Colorado)

Position Overview:

We are seeking an experienced IT Technical Writer to join our team. This remote role will focus on creating comprehensive documentation to support the Server Administration and Sustainment teams. The ideal candidate will have a strong background in IT with significant experience in technical writing, content management systems, and IT process documentation. You will work closely with Subject Matter Experts (SMEs) and IT leadership to develop clear, user-friendly, and searchable documentation for enterprise-level environments. While this role is remote, candidates located in Colorado will be preferred.

Required Qualifications:

• 3 to 5 years of experience as an IT professional, including a minimum of 3 years as a Technical Writer.
• Experience with a variety of Content Management Systems.
• Knowledge of security standards and techniques.

Preferred Qualifications:

• Experience with Server support.
• Experience as a trainer is a plus.
• Experience in a professional, large enterprise-level environment (100 servers), as a dedicated Systems Administrator.
• Experience with ServiceNow Knowledge Management.
• Some experience with Google Apps in a professional environment.

Primary Responsibilities:

Documentation (70%)

• Collaborate with Subject Matter Experts (SMEs) to understand the landscape of the environment and develop a framework for documentation (process maps, narratives, procedures/manuals).
• Design documents to be user-friendly, accessible, and searchable, ensuring they are suitable for online posting and easily navigable.
• Work with IT leadership to determine documentation priorities.
• Create end-to-end process/procedures across the organization, ensuring all documentation is clear, consistent, and easy to follow.
• Implement a revision control process to track changes and updates to documentation post-implementation.
• Test documentation against company norms & practices, identifying and addressing gaps in compliance.
• Publish documents to an online repository (e.g., ServiceNow) and ensure they are readily accessible to all team members.
• Create project work plans and update them as necessary to meet evolving needs and requirements.
• Ensure adherence to best practices like ITIL and Six Sigma throughout the documentation process.
• Deliverables will include:
• Detailed process maps with control points.
• Narratives to support process maps.
• Searchable manuals for processes & procedures for Server Support teams.
• Revision control process documentation.

Ticket Management (25%)

• Follow the established OIT Change Management (RFC) process for ticketing and incident management.
• Use enterprise tools to track hardware and software assets and document related issues.
• Assist in informing and sharing new documentation/information with appropriate IT groups.
• Monitor inbound tickets, ensuring they are assigned to appropriate personnel and meet SLA requirements.
• Assist with Problem Management and Root Cause Analysis documentation.
• Meet with the ServiceNow team monthly to review ticket management processes and propose changes.

Organizational and Project Commitment (5%)

• Assist with project implementation within the OIT team, including task management and time tracking.
• Participate in team meetings and help with internal OIT training and professional development (with manager approval).

Key Skills:

• Strong experience in technical writing for IT environments.
• Familiarity with Content Management Systems (e.g., ServiceNow, SharePoint).
• Excellent writing, editing, and formatting skills.
• Experience working in enterprise IT environments with server administration.
• Ability to create clear, concise, and comprehensive process documentation.
• Knowledge of ITIL, Six Sigma, and best practices for technical documentation.