What are the responsibilities and job description for the Technical Writer position at Talent Groups?
Duration: 3 months to start Job Description 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
- 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
- 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.
- 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 postimplementation.
- 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
- 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.
- 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.
- 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.
- Preemployment physical: May require agency-specific physical exam if needed to provide support to some agencies.
- Preemployment 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 may be required.
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