GoAhead Solutions has an immediate need in San Francisco, CA(remote) for a Technical Writer. This would be a Three to Six month contract to hire. Interviews will be conducted through phone and video conference. Work will start remote until Covid-19 has been cleared for employees to work onsite. Writing samples will be helpful for this position.
In order to deliver operational documentation for Core Transformation Project work streams, we need one Technical Writer. This resource will be responsible for managing the creation, update, and delivery of runbooks, build procedures, DR procedures, and other operational documentation within the IT Service Management(ITSM) team.
-Analyze existing and potential document content.
-Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
-Lead (project manage) Subject Matter Experts through the document delivery process and coordinate the process to attain content.
-Create and manage tickets related to delivery of documentation.
-Uphold IS documentation standards for content, templates, process, status reporting.
-Administer the documentation repository.
-Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements.
-Proactively review work queues, respond to requests in a timely manner, review and resolve assigned requests, and effectively communicate status and resolution details to ensure user satisfaction and productivity.
-Must always be diligent in protecting client data confidentiality, integrity, and availability.
-Attend meetings and maintain a flexible work schedule.
-Perform other duties & responsibilities as required or assigned by supervisor.
Technical / Related Skillset Needs – Required:
-7+ years of relevant technical writing experience, with background in Enterprise IT/IS Infrastructure organizations.
-Proficiency with MS tools, incl. Outlook, Excel, Word, PowerPoint, SharePoint.
-Understanding of network and system architecture concepts.
-Understanding of load balancing, clustering, high availability, and disaster recovery.
-Demonstrated ability to support multiple work streams simultaneously.
-Ability to create documentation that is concise, accurate, and adheres to agreed quality standards.
-Must have excellent communication skills (both written and verbal) in English.
Technical / Related Skillset Needs – Highly Desired:
-Experience creating documentation for Operational Support Teams highly preferred.
-Understanding of core Bank business applications and operations, financial experience.
-Working experience with Enterprise Service Management systems, e.g. ServiceNow.
-Familiarity with the SDLC and software development.
-CI/CD and automation understanding.
-Cloud-related certifications in one or more of the following, desired: AWS, Microsoft 365, Azure.
-ITIL v3 or v4 certification, or 3-4 years working experience in an ITIL-based work environment.
Interpersonal Skillset Needs – Must Have:
-Ability to deliver quality work quickly, with an emphasis on accuracy and attention to detail.
-Flexibility to quickly change priorities in a fast-paced environment.
-Knack for remaining calm under pressure, maintaining a disciplined approach to communication and decision-making even in urgent situations.
-Must operate with minimal supervision to meet deadlines, proactively report status, and communicate and purse resolution of roadblocks.
-Provide extraordinary service.