Technical Writer

Provides subject matter expertise for the design, development, and maintenance of the artifacts developed as a part of an CLIENT CTO organizational transformation initiative; develops and delivers process flows, communications and other documentation to stakeholders that address the changes, issues, issue resolution, and other aspects of the various work streams within the Transformation Program that impact CLIENT CTO staff, CLIENT enterprise functions, state agency service delivery, and other stakeholders; creates clear, concise, and comprehensive documentation from source materials of a technical nature and meeting discussions.

Job Responsibilities

Process Development and Documentation

Assist in the design, development, and maintenance of process flow diagrams.
Create detailed standard operating procedure instructions to assist stakeholders in the performance of complex tasks as a part of delivering IT services.
Edit and enhance source documentation of a technical nature to ensure derived artifacts are clear, concise, comprehensive, and user-friendly.
Assist with presentation preparation, including adapting process documentation into slide content.
Follow the CLIENT Style Guide which establishes a set of brand and writing standards for CLIENT employees and contractors. This guide includes information about CLIENT and state branding, terminology, common grammar errors and more to help us all communicate consistently and effectively with our agency customers, the general public or within CLIENT.

Communications Assistance

Work directly with the Transformation Initiative team on change management plans and execution by authoring communications to stakeholders that accurately convey process or other organizational changes and are aligned with the CLIENT communication practices and standards (including accessibility).
Develop documentation that translates source materials of a technical nature into user-friendly language without compromising the accuracy and completeness of the translated source materials.
Ensure consistency in terminology across all documentation and communications.
Assist with building out training packages in support of the roll-out of new standards and standard operating procedures, at a minimum.
Create dashboards to track metrics and provide Program-level status.

Required

Work Experience

5+ years of experience with documenting processes and utilization of flow diagramming tools.
Senior expertise in recommending and selecting the presentation formats or style based on the nature of the information being documented or presented.
3+ years of experience as a technical writer

Preferred

3+ years of experience in the application of commonly accepted concepts and practices specific to Information Technology Service Management (ITSM) and SDLC management to include, but not limited to, ITIL and DevOps methodologies.
Experience with organizing and maintaining a WIKI.
Experience with Web design and content management.

Functional/Technical Knowledge & Skills

Expertise in the application of style guidelines and practices, including accessibility
Expert knowledge of common business applications, such as, Google suite of applications, Microsoft Office, Visio or Draw IO, and Adobe Acrobat
Ability to edit Markdown language on either Azure wiki sites and Atlassian Confluence sites.
Working knowledge of concepts and artifacts that facilitate the development of process documentation and achieve organizational change management objectives.
Strong research skills using the Internet and other tools.
Strong verbal communication skills
WIKI development including organization and content management.