Technical Writer - Remote within Colorado

Our Client is immediately seeking a Technical Writer to support internal IT projects within their organization. This position sits REMOTE within Colorado. 

Technical Writer Responsibilities:

• Documentation 70%
• This position assists in providing documentation to support the Server Administration and Sustainment
• Utilize available enterprise tools documenting processes. 
• Consolidate all documentation and store in a Service Now
• Review existing documentation and review structure and update
• Monitor and follow up Procedures
• Create SOPs, Guidelines, 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 Process 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 IT 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 and documentation related to Problem Management and Root Cause Analysis.
• Meet with Service Now team monthly to review ticket management and review process changes

 

• Organizational and Project Commitment - 5%
• The position assists in implementing projects for IT. This includes participating in team meetings and implementing project tasks and time tracking.
• Attend and complete all internal IT provided training and take advantage of professional development with manager approval.
• Share new knowledge or skills in form of mini training sessions with the team.
  

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

QUALIFICATIONS:

• 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 management team to understand requirements.
• Work with Subject Matter Experts to understand landscape of the environment.
• Create framework/format for documentation (process maps, narratives, procedures/manuals).
• Design 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 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 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) 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.
    
   

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.