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Technical Writer

  • Location: San Francisco, 94111
  • Job Type:Permanent

Posted 23 days ago

Title: Technical Writer

Location: San Francisco

Type: FTE

Job Description

The IS 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, configuration/build 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.

Responsibilities:

  • 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
  • Lead Subject Matter Experts through the document delivery process and coordinate the process to attain content
  • Administer the documentation repository
  • Analyze existing and potential content, focusing on reuse opportunities
  • Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
  • Uphold IS documentation standards for content, formatting, and template requirements
  • Align operational activities with process controls based upon compliance and policy requirements
  • Create and manage work tickets related to delivery of documentation
  • 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 client’s regulatory requirement trainings in a timely manner

Qualifications:

  • Bachelor's degree in an Information Technology /Computer Science /Engineering/Technical Writing discipline is desired
  • 5+ years of relevant technical writing experience, with experience delivering documentation for an IT or IS organization
  • Experience creating documentation for Operational Support Teams
  • Experience creating Infrastructure Disaster Recovery Procedures
  • Knowledge of AWS, Azure, O365
  • Experience working in an ITIL-based environment
  • 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
  • Understanding of network and system architecture concepts
  • Understanding of load balancing, clustering, high availability, and disaster recovery
  • Familiarity with the SDLC and software development
  • Ability to deliver quality work quickly, with an emphasis on accuracy and 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
  • Demonstrated ability to manage multiple activities simultaneously
  • Must have excellent communication skills (both written and verbal) in English
  • Understanding of core Bank business applications and operations, financial experience is a plus
  • Willingness and ability to adapt to rapid change
  • Ability to remain calm under pressure, maintain a disciplined approach to communication and decision-making even in urgent situations
  • 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
  • Able to work as a team player and as an individual contributor
  • Must operate with minimal supervision to meet deadlines, proactively report status, and communicate and purse resolution of roadblocks

Job demands:

  • Must be able to review and analyze data reports and manuals; must be computer proficient.
  • Must be able to communicate effectively via telephone and in person.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

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 and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing 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.