Job Description

** Candidates will be allowed to work mostly remote in the State of Colorado. MUST be CURRENT CO resident. NO RELOCATION ALLOWED. Candidates NOT located IN COLORADO will NOT be considered and should not be submitted **

** ALL WORK – REMOTE INCLUDED – MUST BE DONE IN COLORADO. No work outside of COLORADO is allowed. Candidate must work MST business hours. **

** All work, including remote work, must be completed in the United States. **

Our direct client has an opening for a Technical Writer position # 64193. This position is for 3-12+ months, with option of extension, and will be worked remote in Colorado (all work including remote work must be worked in the State of CO. (must work MST business hours).

If you are interested, please submit the following:

YOUR CURRENT RESUME

YOUR HOURLY RATE

Below is the job description – Resumes due ASAP –

Description:

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.

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