Job description
Location: Denver, Colorado (Remote)
Duration: 2-3 Months (W2-Contract)
Position Summary: The Technical Writer will support the Server Administration and Sustainment team by developing, consolidating, and managing documentation related to IT processes, procedures, and best practices. This role requires expertise in content management systems, technical writing, and process documentation within an enterprise IT environment. The successful candidate will ensure all documentation is comprehensive, up-to-date, and accessible through ServiceNow.
Key skills: Technical Writing, Content Management, ServiceNow, Process Documentation, SOP Development, ITIL, Root Cause Analysis, Change Management, Ticket Management, Revision Control
Key Responsibilities:
- Documentation (70%)
- Develop and maintain technical documentation to support server administration and sustainment efforts.
- Utilize enterprise tools to document and standardize IT processes and procedures.
- Review, update, and enhance existing documentation to improve clarity and usability.
- Monitor and follow up on procedural documentation to ensure accuracy and completeness.
- Create and manage Standard Operating Procedures (SOPs), guidelines, and how-to documentation.
- Consolidate and centralize all Server Support Team documentation in ServiceNow.
- Collaborate with Supervisors and Subject Matter Experts (SMEs) to understand and document current processes.
- Design and develop end-to-end process workflows and procedures.
- Implement and manage revision control processes for documentation.
- Develop and maintain Playbooks and Run Books for IT operations.
- Promote and enforce best practices in documentation and process management.
- Ticket Management (25%)
- Follow OIT Change Management (RFC) process to ensure proper tracking and documentation.
- Utilize asset tracking tools to manage hardware and software documentation.
- Share new documentation/information with relevant IT teams.
- Review and assign inbound tickets to the appropriate support personnel.
- Monitor ticket resolution to ensure compliance with SLA requirements.
- Assist with documentation related to Problem Management and Root Cause Analysis (RCA).
- Collaborate with the ServiceNow team monthly to review ticketing processes and implement improvements.
- Organizational & Project Commitment (5%)
- Participate in IT project implementation, team meetings, and task management.
- Attend and complete internal OIT training programs.
- Engage in professional development opportunities with managerial approval.
- Conduct mini training sessions to share newly acquired knowledge or skills with the team.
Minimum Qualifications:
- 3–5 years of experience in IT, with at least 3 years as a Technical Writer.
- Experience with Content Management Systems (CMS).
- Strong knowledge of IT security standards and best practices.
- Experience documenting server administration and support processes is a plus.
- Training or instructional design experience is a plus.
- Experience working with large enterprise environments (100+ servers).
Preferred Qualifications:
- Familiarity with ServiceNow Knowledge Management.
- Experience using Google Apps in a professional environment.
- Background in Systems Administration.
- Knowledge of ITIL and Six Sigma methodologies.
Deliverables:
- Detailed process maps with control points.
- Narrative documentation to support process workflows.
- Searchable manuals outlining processes and procedures for the Server Support Team.
- Revision control framework to maintain document versioning and compliance.
- Training sessions and knowledge-sharing activities.
Additional Requirements:
- Must complete Department of Revenue Security Clearance requirements.
- Ability to communicate complex IT concepts clearly and effectively.
- Strong organizational and project management skills.
This position offers an exciting opportunity for a detail-oriented Technical Writer to enhance IT documentation, support process improvement, and contribute to a well-structured knowledge base for enterprise IT operations.
