Summary:

Join our team as a Technical Writer to support documentation efforts for Server Administration and Sustainment. You'll be responsible for creating and managing SOPs, guidelines, and process documentation, consolidating and centralizing information within ServiceNow. This role involves collaborating with supervisors and SMEs to document processes, enforce best practices, and maintain revision control. Additionally, you'll assist with ticket management, tracking assets, and ensuring compliance with SLA requirements. Ideal candidates have experience with content management systems, IT documentation, and process improvement. This hybrid role (onsite/remote) is suited for detail-oriented professionals who excel in technical writing and knowledge management.

Technical Writer Statement of Work:
Documentation 70%

This position assists in providing documentation to support the Server Administration and Sustainment

• Utilize available enterprise tools documenting processes. 
• Consolidate all documentation and store in a Service Now
• Review existing documentation and review structure and update
• Monitor and follow up Procedures
• Create SOPs, Guidelines, How-To documentation
• Consolidate and centralize all of the Server Support Team’s documentation. 
•  Work with Supervisors and SMEs to understand current processes and document
• Design and develop end-to-end processes and procedures
• Create Process and Procedures for Revision Control. 
• Create and manage Playbooks and Run Books
• Communicate and enforce best practices

Ticket Management - 25%

This position follows the established OIT Change Management (RFC) process.

• Use established tools to track hardware and software assets.
• Assist with informing/sharing new documentation/information with appropriate IT groups.
• Review inbound tickets and assign to appropriate support personnel
• Monitor tickets to ensure they meet SLA requirements.
• Assist and documentation related to Problem Management and Root Cause Analysis.
• Meet with Service Now team monthly to review ticket management and review process changes

Organizational and Project Commitment - 5%

• The position assists in implementing projects for OIT. This includes participating in team meetings and implementing project tasks and time tracking.
• Attend and complete all internal OIT provided training and take advantage of professional development with manager approval.
• Share new knowledge or skills in form of mini training sessions with the team.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

QUALIFICATIONS: Experience with a variety of Content Management Systems Knowledge of security standards and techniques Experience with Server support is a plus Experience as a trainer is a plus. Duties and Responsibilities: Work with management team to understand requirements. Work with Subject Matter Experts to understand landscape of the environment. Create framework/format for documentation (process maps, narratives, procedures/manuals). Design must keep in mind that documents must be user-friendly, accessible and searchable by topic/area as they will be posted online. Work with IT leadership to determine the priority of documentation. Design, develop, and document end-to-end processes/procedures across organization. Create a process/procedure for revision control for the documentation post-implementation. Test documentation against standard company norms & practices to document gaps in compliance. Work with internal team to post documents to an online repository (i.e. Service Now). Provide training as necessary to team members. Design and code superior technical solutions Create and execute project work plans, revising as necessary to meet changing needs and requirements Communicate and enforce best practices from organizations such as ITIL & Six Sigma to processes. Consistently deliver high-quality services on schedule. Communicate complex information effectively to team members. Deliverables: Detailed (integrated) process maps with control points Narratives document to support process maps Searchable manuals - processes & procedures for Server Support teams Revision control process

Education and Experience:
A minimum of three (3) to five (5) years of experience as an IT professional which must include A minimum of three (3) years’ experience as a Technical Writer.

 Applicants will be required to complete Department of Revenue Security Clearance requirements. 

Preferred Qualifications:
Experience in a professional, large enterprise-level environment (100+ servers), as a dedicated Systems Administrator.

Some experience with Service Now Knowledge Management

Some Experience with Google Apps in a professional environment.

Conditions of Employment:

• Pre Employment criminal background check: OIT Standard Criminal; May require agency-specific background checks to include tax compliance, integrity interview, polygraph exam, and/or CBI, fingerprint-based criminal screens if needed.
• Pre-employment physical: May require agency-specific physical exam if needed to provide support to some agencies.
• Pre-employment drug testing: May require an agency-specific drug test if needed to support some agencies.
• Comparative Analysis Process: is the selection process used to identify the applicant that fits the job the best from a qualified applicant pool. Applications and applicants are compared to others in the pool to identify a top group. Applicants will be notified of their status in the pool via email.
• Driver's License: Incumbent must possess a valid, state-issued drivers' license, as periodic travel to various locations in the Denver metro may be required.