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Technical Writer
Ref No.: 18-23242
Location: Painted Post, New York
Skill Type
Skill Type:Professional
Non Exempt
Must sit on site
Mon-Fri 8-5
No OT without prior manager approval

Role Purpose
Support knowledge documentation and control within the IT Infrastructure Operations service line to improve overall quality and ensure the success of repeatable processes.


Roles and Responsibilities
  • Proactively update existing documents as needed and work with subject matter experts to document new processes, work instructions, knowledge base articles or other documentation
  • Determine appropriate document type and storage location (ACE, ServiceNow) based on established criteria
  • Work with subject matter experts to review updated documentation, ensuring content is accurate, easy to follow and formatted correctly
  • Work with document owners to ensure audits are performed and completed on time
  • Determine any duplication and/or what documents can be combined
  • Determine any documentation that can be obsoleted, make appropriate recommendation and retire per established process
  • Analyze and identify documentation opportunities and gaps across towers
  • Recommend visual aids, including diagrams, tables and flow charts, to enhance documentation and optimize the impact of provided information
  • Enlist the assistance of cross-functional team members as needed for content accuracy
  • Document process work flows and update existing ones as needed
  • Suggest improvements for streamlining processes
Work Environment
• On-site, Monday through Friday 8AM to 5PM

Required Experience and Education
  • Minimum 5 years preparing documentation such as work instructions or procedures.
  • Process/procedure or technical writing experience.
  • MS Office Suite, with advanced Microsoft Word skills, including styles, multilevel lists, tables, indents, spacing, pagination, pictures, table of contents, etc.
  • Proficient typing skills
  • Experience mapping processes using Visio or similar tools
  • Knowledge/understanding of a minimum of two of the following information technology areas and how they work together; Networking, Servers, Storage, Backup, Access Controls and Permissions, Security Operations, Integrations, Messaging, Databases, etc.
  • Fluent in Outlook, able to email and coordinate meeting requests and schedule room,s
  • WebEx or similar tool for online meetings
  • Proficiency in image-capture software, such as Snagit

Soft Skills
• Excellent communication skills
• Attention to detail
• Inquisitive, curious, desire to know how processes work
• Logical thinker
• Process focused
• Self-motivated
• Experience working with global teams

Desired Education and Experience
  • Associates Degree
  • Experience with ServiceNow, Remedy or other Service Desk ticketing tool