Infrastructure Technical Writer

POSITION SUMMARY: Ensure accurate, concise, and successful delivery of process technical documentation. The Senior Infrastructure Technical Writer is required for production of internal support documentation of Enterprise-class infrastructure and cloud platforms.

PRIMARY RESPONSIBLITIES:

• 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, and Cloud engineers, Network, Security, SQL DB, and 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 authored in ServicePoint Knowledge Management System, and infrastructure reference guides for Platform Engineering authored in MS Word).
• Host virtual documentation turnover sessions to 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 knowledgebase 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 communications protocols, firewall security, system/application monitoring, WAN/LAN configurations.
• Strong Visio diagramming skills/experience.
• Excellent written and verbal skills. Must be able to build a rapport with infrastructure engineers, working closely with them to produce comprehensive documentation that describes sophisticated distributed platforms for internal support staff consumers.
• Excellent organizational and time management skills. Must be able to juggle multiple projects under tight deadlines while being flexible to accommodate shifting schedules.
• Self-starter. Must be able to take projects and run with them with very little supervision. Must be analytical with a thirst for new technological knowledge. Proven track record of performing research and independent self-study as part of production of documentation deliverables.
• Experience with running/hosting Teams meetings. Position requires hosting both large Teams meeting presentation-type sessions and smaller collaborative Teams meetings.
• Knowledge/experience of documentation standards and processes with ability and willingness to collaborate with peers in the documentation team to develop and refine them.
• Hands on experience working with ServiceNow Knowledge Base module a plus.

TOOLS / APPLICATIONS: Tools knowledge/experience, in order of priority:

1. MS Visio
2. Microsoft Word
3. HTML or XML online authoring application
4. Adobe Acrobat
5. SharePoint
6. MS Excel
7. MS PowerPoint

POSSESSES THE FOLLOWING KEY SKILLS/BEHAVIORS:

• Communicate Effectively
• Communicates technical information and instructions clearly
• Communicates complex concepts and information 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 the appropriate documentation to be written
• Planning
• Provides project timelines and goals to the appropriate project 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 the development of project documentation
• Uses methods and practices to facilitate achievement of project documentation on-time and with quality