Network Operations Technical Writer
Salary undisclosed
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The position will be GPO/hybrid, and training will be onsite from 8:30 a.m. to 5:00 p.m. for the first few weeks.
The Network Operations team provides 24/7/365 monitoring of Enterprise systems to ensure continuous availability. Network Operations proactively monitors alerts and escalates alerting incidents and engages support teams and/or third-party vendors as appropriate. Additionally, the Network Operations team supports equipment for branch office and ATM connectivity.
The Technical Writer will support the team by providing various forms of documentation via the creation of standardized response procedures.
The Technical Writer will create other forms of documentation as needed. Such documentation will include electronic tutorials, user manuals, and Help documents to support our operators and service partners.
Responsibilities
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The Network Operations team provides 24/7/365 monitoring of Enterprise systems to ensure continuous availability. Network Operations proactively monitors alerts and escalates alerting incidents and engages support teams and/or third-party vendors as appropriate. Additionally, the Network Operations team supports equipment for branch office and ATM connectivity.
The Technical Writer will support the team by providing various forms of documentation via the creation of standardized response procedures.
The Technical Writer will create other forms of documentation as needed. Such documentation will include electronic tutorials, user manuals, and Help documents to support our operators and service partners.
Responsibilities
- Create and manage response procedures for operators to refer to when escalating high-priority alerts that affect service partners and valued credit union members
- Research, gather, and synthesize data to present conclusions and recommendations to team members, service partners, and management
- Interview engineers and/or subject matter experts to obtain workflow, processes, or other technical information
- Design, develop, and implement technical documents, including electronic training, user manuals, tutorials, and knowledge checks
- Provide timely responses and outcomes to operator inquiries posted in IM
- Respond to email in a timely manner; keep customers accurately informed and maintain detailed work notes
- Work collaboratively with support teams and management to implement process improvements
- Provide a Quality Assurance function for the team by reviewing work of others to ensure consistency, accuracy, and timeliness of service
- Lead small projects; serve as team spokesperson in project meetings
- Perform other duties as assigned
- Excellent written communication skills with a keen eye for detail
- Experience in developing technical documentation
- Fluency with industry-standard technical summary and reporting techniques
- Proven ability to quickly learn and understand complex subject matter
- Advanced skill in presenting information, findings, conclusions, and alternatives clearly and concisely
- Experience managing multiple priorities independently and/or in a team environment to achieve goals
- Advanced time-management and problem-solving skills; ability to complete administrative responsibilities accurately and on time
- Possess a can-do attitude for providing excellent customer service, with a mindset that demonstrates patience and persistence
- Expert proficiency with MS Office Suite
- Experience creating/editing presentations using software or other types of material/media
- Advanced skills in working with all levels of peers, stakeholders, and management
- Experience maintaining SharePoint applications/pages
- Experience using OneNote
- Familiarity with ServiceNow
- Experience using SnagIt, Articulate 360, or similar instructional design tools
- Knowledge of products, services, processes, and procedures
- Bachelor’s Degree in English, Information Systems, Engineering, related technical field, or equivalent work experience
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