Sr Infrastructure Technical Writer

POSITION SUMMARY

(NRH): Experienced senior technical writer required for production of internal support documentation of Enterprise-class infrastructure and cloud platforms.

JOB TASKS

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 WebEx documentation turnover sessions to Operations Support 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

Education:

Four-year college degree, preferably in Computer Science or English.

Experience:

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 WebEx sessions. Position requires hosting both large WebEx presentation-type sessions and smaller collaborative WebEx sessions. 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: MS Visio Microsoft Word HTML or XML online authoring application Adobe Acrobat SharePoint MS Excel MS PowerPoint