- Function: Technical Writing / Training
- Job Ref: 209348
Location: San Francisco, CA
In Technology, we support our customer employees and clients through the acquisition, integration and management of the Bank's information technology systems and services. We drive innovation and explore emerging technologies so our people can be productive and focus on what matters most - providing extraordinary service.
The Technical Writer will promote, shepherd, develop, and maintain high quality documentation that meets applicable standards and is appropriate for its intended audience. Responsibilities include creation and/or review of operations runbooks, troubleshooting/resolution procedures, disaster recovery procedures, and ?frequently asked questions? pages to ensure technical support staff (including L1, L2 and L3 staff) have the information necessary to support our services and infrastructure. Quality and accuracy are important as many of these documents are provided as audit deliverables.
Administer the documentation repository
Analyze existing and potential content, focusing on reuse and single-sourcing opportunities
Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
Standardize content to meet content, formatting, and template requirements
Work with internal teams and subject matter experts to obtain an in-depth understanding of applications/systems/ processes/products and ensure the information is accurately documented
Align operational activities with process controls based upon compliance and policy requirements
Proactively review work queues, respond to requests in a timely manner, review and resolve assigned requests, and effectively communicate status and resolution details to ensure user satisfaction and productivity
Must always be diligent in protecting client data confidentiality, integrity, and availability
Demonstrate knowledge of Bank standards and processes
Remain informed of job-related issues through networking, training programs, seminars, and trade publications
Attend meetings and maintain a flexible work schedule
Perform other duties and responsibilities as required or assigned by supervisor
Complete and adhere to bank's regulatory requirement trainings in a timely manner
Bachelor degree in an Information Technology /Computer Science /Engineering/Technical Writing discipline is desired
4+ years of relevant technical writing experience, with experience delivering documentation for an IT or IS organization
Experience in Financial Services industry is preferred
Knowledge of AWS, Azure, O365
Hands on experience with MadCap Flare desired
Proficiency with MS Office tools, incl. Outlook, Excel, PowerPoint
Strong working knowledge of Microsoft Word and SharePoint
Working experience with Enterprise Service Management systems, e.g. ServiceNow preferred
Basic understanding of network and system architecture concepts Basic understanding of load balancing, clustering, high availability, and disaster recovery
Basic familiarity with the SDLC and software development
Excellent attention to detail Ability to see the big picture and focus on Continual Service Improvement (CSI)
Ability to create documentation that is concise, accurate, and adheres to agreed quality standards
Ability to quickly grasp complex technical concepts and make them easily understandable in text and graphical representation
Ability to manage multiple activities simultaneously
Excellent written skills in English
Understanding of core Bank business applications and operations, financial experience is a plus
Willingness and ability to adapt to rapid change
Strong interpersonal and organizational/project management skills, including the ability to meet deadlines, work in a team environment, follow written policies and procedures, and maintain superior customer service at all times
Must exercise a reasonable amount of independent judgment under a minimum of supervision
Able to work as a team player and as an individual contributor
Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.
At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.
MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals. Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.