Technical Writer

Technical Writer Statement of Work:

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 OIT 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 OIT. This includes participating in team meetings and implementing project tasks and time tracking.
• Attend and complete all internal OIT 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) 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.

Conditions of Employment:

• Pre Employment criminal background check: OIT Standard Criminal; May require agency-specific background checks to include tax compliance, integrity interview, polygraph exam, and/or CBI, fingerprint-based criminal screens if needed.
• Pre-employment physical: May require agency-specific physical exam if needed to provide support to some agencies.
• Pre-employment drug testing: May require an agency-specific drug test if needed to support some agencies.
• Comparative Analysis Process: is the selection process used to identify the applicant that fits the job the best from a qualified applicant pool. Applications and applicants are compared to others in the pool to identify a top group. Applicants will be notified of their status in the pool via email.
• Driver's License: Incumbent must possess a valid, state-issued drivers' license, as periodic travel to various locations in the Denver metro may be required.