Anyone in Richmond VA or surrounding area interested in a contract tech writing position? I just got a call about it...I'm not interested, but said I'd see if I could find anyone. I don't think they're looking for tele/remote work, but who knows? Details (as I received them) follow...
Looking for someone with Technical Writing experience for a large Service Desk application implementation. If they have any sort of past experience with Service Desk or Helpdesk technical writing, they will be an excellent fit.
Must have strong understanding of ITIL best practices. An ITIL certification would be ideal but not required.
This resource will be writing manuals and processes for enterprise IT surrounding the new Service Desk implementation. The audience will be all of Markel Corp IT, including Markel International in London as well as FirstComp in Windsor, CT. The vendor, who was ultimately fired by Markel for performance, wrote an ITIL based manual, but it was not specific to Markel’s implementation and was at a very high level. Looking for someone to come in and fill in the gaps of their document.
Resource needs to understand a workflow as well as understand work instructions from an ITIL perspective. Understanding a call flow chart is not required but nice to have.
Jan will be responsible for Training as well, so someone with Training experience will be moved to top of the pile.
Responsible for designing, researching, writing, editing, and publishing a variety of performance support documentation deliverables including policy, procedures, processes and other documentation for learning initiatives. These can include end-user documentation, on-line help systems, tutorials, as well as administration guides, best-practice guides, and other information-based solutions. This position will be a key point of contact for project teams and provide technical writing expertise. Complexity of the assignments may be of higher complexity regarding new business lines, compliance or include risk management.
-Consults on project teams to understand and recommend learning and performance support needs that have broad impact to the business or greater level of complexity.
-Serves as the technical writer point of contact on project teams and directly partners with internal client(s) to ensure agreement and support of scope and proposed deliverable(s).
-Uses structured writing methodology to scope and plan appropriate type and level of documentation required. Adheres to established learning project schedule.
-Interviews, listen and observe clients and SMEs while they perform business functions to gather information necessary to design and develop written deliverables.
-Develops and publishes deliverables using standards, processes and taxonomies.
-Performs usability testing to ensure validity of deliverables to ensure the policies, processes, procedures, and other documentation function as written.
-Experience in Technical Writing, Process Improvement, or a related field.
-Ability to learn new tools and processes quickly.
ITIL background is strongly preferred
Help Desk/Desktop experience/background would be very helpful. If they have written procedure manuals for Desktop Support applications would be the bullseye
-Exceptional skill in creating grammatically correct text, and an ability to write accurately, succinctly, and with minimal need for editing/proofing.
-Strong Word and PowerPoint experience.
-Experience in creating single-sourced documentation (conditional text) to create output in more than one format (for example, PDF, HTML, Web).
-Experience in all aspects of planning, designing, implementing, testing, and delivering a documentation project.
-Ability to communicate technical information to non-technical audiences.
-Ability to work independently as well as being a contributing member of a cohesive development team.
-Ability to recognize and adapt to changing requirements, schedule changes, and any other challenges that might affect a project.
-Ability to adhere to a particular writing style to maintain a consistent voice across the modules of a product.
-Service Desk, Help Desk and ITIL best practices preferred but not required.