Technical Writer

Job Description: We are seeking an experienced Technical Writer on a contract basis for a minimum of three months. The ideal candidate will work closely with our operational teams to understand existing and newly integrated processes and develop standardized procedures and SOPs (Standard Operating Procedures).

Responsibilities:

• Process Documentation:
  • Collaborate with department heads and process owners to gather information on existing workflows and newly established procedures.
  • Analyze process efficiency and suggest improvements where necessary.
  • Review current in-place policies, procedures for accuracy and completeness.
  • Develop and write clear, comprehensive SOPs for various departments including Account Management, Business Development, Finance, Billing, Service Desk, Professional Services and Centralized Services.
  • Identify and plan consolidation of existing policies and procedures into a single or master policy where possible.
  • Identify and assign ownership to individuals or department heads for ongoing documentation review and updates.

• Standardization:
  • Ensure all documentation is consistent in style, language, and format.
  • Create templates for future documentation to promote uniformity and ease of use.
• Review and Edit:
  • Edit and revise existing documents as new updates come in from process owners.
  • Maintain documentation repository, ensuring all documents are current and accessible to relevant stakeholders.

Requirements:

• 5+ years of proven experience as a Technical Writer, preferably in IT or a related field with a strong preference given to applicants with MSP experience.
• Strong understanding of technical documentation and process mapping.
• Excellent writing, editing, and proofreading skills.
• Ability to understand complex information and translate it into effective documents.
• Strong organizational skills and the ability to manage multiple projects simultaneously.
• Experience working in-person as well as a remote environment and collaborating via virtual communication tools.
• Software Requirements: IT Glue
• Knowledge of Microsoft Office, Google Suite, and any major technical writing software