Technical Writer

SENIOR INFRASTRUCTURE TECHNICAL WRITER Job Description POSITION SUMMARY Ensure accurate, concise, and successful delivery of infrastructure technical documentation. The Senior Infrastructure Technical Writer is required for production of internal support documentation of Enterprise-class infrastructure and cloud platforms. PRIMARY RESPONSIBILITIES Research and analyze requirements for new infrastructure environment builds. Independent study of proposed data center and cloud solutions for all associated systems and hardware components. Create and maintain complex Visio flow diagrams that illustrate transaction traffic patterns, network connectivity, and all configurable system components. Work with project managers to map out documentation strategies and schedules. Collaborate with distributed engineers (Windows, Unix, Cloud, Network, Security, SQL DB, Monitoring) to gather technical build information for documentation deliverables. Author and publish the documentation suite for each infrastructure project for two core audiences: online HTML knowledge articles for global Operations Support teams (ServicePoint Knowledge Management System) and infrastructure reference guides for Platform Engineering (MS Word). Host virtual documentation turnover sessions for Operations Support teams using Microsoft Teams. Participate as a key member of a large, centralized documentation team, taking part in peer reviews, mentoring, and exchange of best practices, ideas and concepts. DOCUMENTATION FORMATS Online knowledge base and printed guides. QUALIFICATIONS Four-year college degree, preferably in Computer Science or English. Ten years minimum experience producing technical documentation, preferably in the systems/hardware and data center infrastructure IT areas. Working knowledge of infrastructure server farms, network protocols, firewall security, system/application monitoring, WAN/LAN configurations. Strong Visio diagramming skills/experience. Excellent written and verbal skills; must be able to build rapport with infrastructure engineers to produce comprehensive documentation for internal support staff. Excellent organizational and time management skills; must juggle multiple projects under tight deadlines while being flexible for shifting schedules. Self-starter; able to take projects and run them with minimal supervision; analytical with a thirst for new technological knowledge; proven track record of research and independent self-study in documentation deliverables. Experience with running/hosting Teams meetings—including large presentation-type sessions and smaller collaborative sessions. Knowledge/experience of documentation standards and processes; willingness to collaborate with peers to develop and refine them. Hands‑on experience working with ServiceNow Knowledge Base module a plus. TOOLS / APPLICATIONS MS Visio Microsoft Word HTML or XML online authoring application Adobe Acrobat SharePoint MS Excel MS PowerPoint KEY SKILLS / BEHAVIORS Communicate Effectively Communicates technical information and instructions clearly Communicates complex concepts in a way that is easily understood by others Knowledge of Tools and Technologies Has functional knowledge needed to use the necessary tools and technologies to develop documentation and diagrams Follows process and standards for technical communications tools and technologies Quality of Work Provides accurate documentation using input from SMEs that meet the needs of our customers Holds documentation review meetings with SMEs and incorporates feedback into the documentation Collaborate and Teamwork Follows developed documentation standards Makes current and previous work available to team members as needed Organization of Information Arranges information and files in a useful manner following current documentation standards Works with project team members to determine appropriate documentation to be written Planning Provides project timelines and goals to appropriate stakeholders Works with others to set reasonable project objectives and goals Innovation Learns new tools and technologies as needed Incorporates new technologies into existing documentation Standards Adherence Follows standards outlined in our standards guide during development of project documentation Uses methods and practices to facilitate achievement of project documentation on‑time and with quality EXPERIENCE RANGE 7-9 years #J-18808-Ljbffr