Job Description
Great written skills and technology documentation
Process documentation in a technical environment / IT
Some type of technical background
Customer service mindset and attitude
ITSM tools (they use ServiceNow)
Documentation vault system (they use Confluence)
Skills in order of priority: Documentation; Asset Management; Comfortable in Tech Support environment
Required Skills & Experience
A client of Insight Global is looking for a Process Documentation / Technical Writer. Staff Technology support team - helping out with technology needs at support center for staff, contingent workers, business partners. Provide a service desk and phone team for basic Tier 1 issues; has a walk up support team on campus at the CSC. Laptop set up and delivering devices. Have some vending machines where you can get extra equipment if you need it. We also have a depot lab space - configure comps; receive pallets of MacBooks for new hires, unbox, set up, and deliver to new users. Lots of technology, people, processes. They wrestle with execution - document the process so someone can follow it; catch errors and correct them; then make sure each process is clearly documented and that changes are clearly communicated; also need to address and handle challenges. Need to work with Ripa to identify current process needs, which if any have been documented, working within ServiceNow to create knowledge-base articles; working in confluence to create process documentation of other forms; and audit current documentation - add to it, correct it, elaborate, create new if necessary. Be watching current execution, finding challenges, address them. Help write the processes but also identify other gaps that might exist. The space is customer-facing so need customer service skills / mentality. They will interview asset managers; support technicians; etc to understand the gaps and determine what changes need to be made to fix problems. Should be able to write clear user guides that someone brand new could understand right off the bat. Make a good outline, include pictures, screenshots, videos, to make things clear. Grammar and the writing itself isn't AS important. Team size is 8 people in the tech roles now, 3 managers, 11 total. Once this person is up to speed, can move to 1x week at home, 4x week onsite. Slated through February and could potentially get extended. Need someone onsite every day - a lot of physical work on laptops, devices, phones, etc.
Nice to Have Skills & Experience
Familiarity w/process automation in ServiceNow would be a huge plus
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.