What are the responsibilities and job description for the Technical Writer position at W3Global?
Documentation
Job Description
Preferred Experience: Minimum of 2 Years Experience in Technical Field
Soft Skills: Technical Writing, Excellent Written/Verbal Communication, Data Analysis, Attention to Detail, Organizational Skills, Analytical Thinking, Collaboration and Teamwork, Problem-Solving, Adaptability, Creativity, Time Management, Customer Service Oriented, Critical Thinker, Interpersonal Skills, Technical Aptitude, IT Support Experience is a plus.
Salary and Benefits: 60k to 63k per annum based on years of experience and qualifications. This position includes health care, retirement benefits, Company paid time and vacation days, as well as paid Government holidays.
Job Description
- Responsible for developing and maintaining the USGS Service Desk Knowledge Database
- Develop notification rosters.
- Document procedures for problem handling.
- Proofread documents and publications.
- Prepare after action and incident reports.
- Publish minutes of meetings.
- Prepare a variety of documentation.
- Standardize documentation layouts/formats.
- Build Word and PowerPoint Templates that meet USGS Visual Identity rules.
- Review Web Content and suggest improvements, assist with publishing web content.
- Document processes and procedures.
- Edit and approve content developed by support teams
- Develop information for customers from web sites, emails, tickets, etc.
- Standardize look and feel of content
- Support development and maintenance of Service Catalog, service management, and new
- Coordinate, edit, and maintain the responses to Assessment & Authorization (A&A) for the Service Desk.
- Work from a queue of service requests as well as run recurring and ad hoc reports.
- Evaluate data produced by the Avaya Phone System, the Configuration Management Database, and other data sources.
- Provide statistical data in the form of easily understood reports.
- Perform trend analysis, data interpolation, statistical sampling techniques, probability analysis, and operational business impact analysis.
- Report all approved Data Requirements for global, regional, and site as required.
- Create charts, graphs, and tables depicting service levels and trends for presentations as required.
- Participate in onboarding customers to the USGS Service Desk
- Capture requirements from customers
- Build migration schedules
- Maintain master schedule
- Develop and publish online training modules.
- Act as part of the Quality Control Team.
- Perform Ticket Quality Reviews on a monthly basis.
- Other duties as assigned.
Preferred Experience: Minimum of 2 Years Experience in Technical Field
Soft Skills: Technical Writing, Excellent Written/Verbal Communication, Data Analysis, Attention to Detail, Organizational Skills, Analytical Thinking, Collaboration and Teamwork, Problem-Solving, Adaptability, Creativity, Time Management, Customer Service Oriented, Critical Thinker, Interpersonal Skills, Technical Aptitude, IT Support Experience is a plus.
Salary and Benefits: 60k to 63k per annum based on years of experience and qualifications. This position includes health care, retirement benefits, Company paid time and vacation days, as well as paid Government holidays.
