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Technical Writer II
Ref No.: 18-19982
Location: Clarks Summit, Pennsylvania
Technical Writer II
Clarks Summit, PA
8 Month + Contract

Job Description:
  • Responsible for the translation of documented and undocumented procedures, verbal descriptions and other directions into a standardized Process template which will include high-level process descriptions, detailed step by step directions, roles and responsibilities, RACI chart and Visio flow diagrams.
  • The technical writer will be required to review existing documentation, conduct interviews with IT Operations resources and observe technicians as they execute processes.
  • The technical writer will be expected to use this information coupled with their own operations experience to facilitate the complete and accurate documentation of each process.
  • A wide degree of Operations experience, excellent writing skills and awareness of process flows is expected.
Activities Include:
• Analysis of processes used to resolve IT Operations service Requests and Incidents.
• Review multiple Standard Operating Procedures (SOPs), documents and web forms for Operations tasks
• Work with SMEs to gather details required to complete specified tasks
• Organize and facilitate meetings with Operations SMEs to validate SOPs
• Complete Process template summarizing the operational activities, highlighting any gaps or conflicts that need to be addressed
• Complete walk-throughs of final documentation with SMEs to validate accuracy of documented activities

• Experience in preparing Business Process models or Process Workflow diagrams in Visio for Infrastructure Services
• Experience creating RACI documents
• Understanding of IT Infrastructure audit controls a plus