Job Id: 64193

Technical Writer

Location: Denver, CO

Duration: 12+ Months

Client: CO OIT

100% Remote but must reside within the State of Colorado

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.
  
  

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.