Technical Writer

Raleigh, NC

The IT Trainer/Technical Writer is tasked with documentation of training materials in support of the DIT transition to ServiceNow 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.

Core Job Functions

• Understanding of the IT Infrastructure Library (ITIL) IT Service Management lifecycle.
• Understanding of ServiceNow 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 maintains compliance with all policies and procedures.

IT Trainer/Technical Writer Requirements and Qualifications

• 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 efficient and effectively adapt to changes.

• Strict adherence to DIT guidelines, compliance laws, and legal requirements

License(s) & Certifications

An ITIL v3 2011 Foundations or advanced certifications is highly preferred