Technical Writer

4 weeks ago

Richmond, United States Apex Systems Full time

***Must be able to sit onsite 3 days per week in Richmond, VA.***




Client: Banking


Location: Richmond, VA (Must be able to sit onsite 3 days per week.)


Length: 6+ month Assignment


Pay: $45 - $50/hour W2 (No Corp-to-Corp)




Skills:


  • Technical Writing with the ability to speak with both Technical teams but also Stakeholders in a more functional manner.
  • Previous experience working to improve and document Process and Procedures.
  • Previous experience creating content including Training Materials, Reference Sheets, Town Hall Decks, etc.
  • Previous experience working within a Service Management environment to include Asset and Configuration Management. (Would also look at other areas in the space like Change or Incident Management).
  • Experienced working within ServiceNow or another comparable tool like Remedy.
  • Must be able to take direction and run with it without needing much hand holding (Will be taught how the group operates and wants documentation done prior.)



Full Description:


The Global Technology Service Management function is a new team charted with designing, implementing, and managing next generation Service Management policies, processes, and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees.

The IT Service Management (ITSM) Process Business Analyst will participate in the implementation and user adoption of key technology processes migrating to the ServiceNow platform. The primary areas of analysis and writing work will be in IT Asset, Configuration, Incident, Problem, Change, Knowledge, and Request Management, with a focus on producing control procedures, global user procedures, and related knowledge articles.



Key responsibilities:


  • Collaborate with process designers to identify procedure and knowledge needs.
  • Create procedures to ensure consistently executed control and process operations.
  • Create knowledge articles to support process end users adoption.
  • Assess previously published materials, updating as needed.
  • Maintain documentation standards for procedures, articles, and other reference documents.
  • Support learning team in development of training materials.
  • Perform other duties as assigned.



Required Skills:


  • Minimum of 5 years of experience as a writing procedures.
  • Experience writing knowledge articles or learning materials for users of ServiceNow or a comparable ITSM platform such as Remedy.
  • Experience performing work as a part of an agile/scrum team using Jira for work tracking.



Desired skills:


  • Self-starter with ability to handle multiple assignments simultaneously.
  • Experience in process and procedure design for IT Asset, Configuration, Incident, Problem, Change, Knowledge, or Request Management.
  • Proven ability to quickly learn and understand complex subject matter.
  • Experience in writing documentation for various audiences.
  • Superb written communication skills, with a keen eye for detail.

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