Technical Writer

Raleigh, NC

The IT Trainer/Technical Writer is tasked with documentation of training materials in support of the DIT transition to Service Now and the procedural documentation of Standard Pre-Approved Changes (SPACs). The IT Trainer/Technical Writer will help facilitate the collection of all training requirements and ensure that they can be transitioned to the DIT Learning Management System (LMS). The IT Trainer/Technical Writer will also track and report on the status of training and procedural documentation to all appropriate business stakeholders.

In support of these activities, the IT Trainer/Technical Writer will need to coordinate with multiple service teams from the various areas of the agency to provide training, review documentation, distribute information and resolve questions.

• Understanding of the IT Infrastructure Library (ITIL) IT Service Management lifecycle.
• Understanding of Service Now ITIL platform.
• Understanding of technical documentation requirements for Hosting, Network, Enterprise Applications, etc.
• Understanding Learning Management Systems (LMS).
• Prepare recorded training to be stored on the LMS.
• Prepare training and documentation for reviews with business stakeholders.
• Operate office machinery (i.e., computer, copy machine, fax machine).
• Perform miscellaneous data entry and document preparation in support of other departments.
• Perform other related duties as assigned.
• Adhere to company standards and maintain compliance with all policies and procedures.

• Ability to read, analyze and interpret complex technical requirements. Familiarity with the IT Infrastructure Library and IT Service Management knowledge are experience highly preferred.
• Excellent analytical and time-management skills.
• Two years previous experience as an IT Trainer with experience in technical writing or related field.
• Basic mathematical skills, including the ability to calculate percentages.
• Solid verbal and written communication skills with the ability to communicate at all levels.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
• Ability to take initiative, multi-task, prioritize, manage time efficiently and effectively adapt to changes.
• Strict adherence to DIT guidelines, compliance laws, and legal requirements.

An ITIL v3 2011 Foundations or advanced certifications is highly preferred.

Technical Writer
• Raleigh, NC, United States