Infrastructure Technical Writer

Infrastructure Technical Writer

Job Summary: Talent Senior ServiceNow is in search of an Infrastructure Technical Writer for a contract position in Alpharetta, GA. The opportunity will be for one year with a strong chance for a long-term extension.

Position Summary: Join us in Alpharetta, a thriving city known for its vibrant tech community and excellent quality of life. With a perfect blend of modern amenities and southern charm, Alpharetta offers a dynamic environment for professionals seeking growth and innovation in their careers. Ensure accurate, concise, and successful delivery of infrastructure technical documentation. This role is essential for producing internal support documentation of Enterprise-class infrastructure and cloud platforms.

Primary Responsibilities/Accountabilities:

• Research and analyze requirements for new infrastructure environment builds. Conduct 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 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.

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, with the ability to build rapport with infrastructure engineers and produce comprehensive documentation.
• Excellent organizational and time management skills, with the ability to juggle multiple projects under tight deadlines.
• Self-starter with a proven track record of performing research and independent self-study.
• Experience with running/hosting Teams meetings.
• Knowledge/experience of documentation standards and processes with the ability to collaborate with peers in the documentation team.
• Hands-on experience working with ServiceNow Knowledge Base module is a plus.

Tools / Applications:

• MS Visio
• Microsoft Word
• HTML or XML online authoring application
• Adobe Acrobat
• SharePoint
• MS Excel
• MS PowerPoint

Preferred:

• Communicate Effectively: Communicates technical information and instructions clearly and complex concepts in an understandable way.
• Knowledge of Tools and Technologies: Functional knowledge of necessary tools and technologies for developing documentation and diagrams.
• Quality of Work: Provides accurate documentation using input from SMEs and holds documentation review meetings.
• Collaborate and Teamwork: Follows developed documentation standards and shares work with team members.
• Organization of Information: Arranges information and files usefully and works with project team members to determine appropriate documentation.
• Planning: Provides project timelines and goals and collaborates with others to set objectives.
• Innovation: Learns new tools and technologies and incorporates them into existing documentation.
• Standards Adherence: Follows standards outlined in the standards guide during documentation development.