Milestone Technologies, Inc.

Technical Writer II

Job ID
2017-5705
# of Openings
1
Category
IT/Engineering
Hire Type
Regular Full-Time
Job Category
Technical Writing

Overview

Technical Writer II

Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services.

 

 

The Technical Writer supports the organization by creating, planning, developing, writing, editing, distributing, managing, and auditing documentation content to meet and execute operational and business objectives. He/she specializes in content and technology-based solutions to improve streamlined communication and process standardization, while performing gap analysis to assess opportunities.
 
The Technical Writer is a skilled and experienced writer with strong communications skills that will be responsible for leading technical documentation projects for various internal departments and clients. With a unique cross-functional perspective, the Technical Writer pivotally links the organization's managers, departments, SMEs, other Knowledge Management Team members, and clients as a communication liaison.
The technical writer will support the Facilities Operations team by creating/updating training materials, standard operating procedures, and run books to support FCS in its mission.

Responsibilities

  • Create visual proof to concept using software, to include overall layout, production design for:
    • Corporate Reports: Quarterly business reviews (QBR) with vendors and internal departments.
    • Presentations: Roadshow content and materials that inspire, inform and captivate.
    • Training: New hire orientation content, quick reference guides, tutorials and videos.
  • Manage the entire content lifecycle: creation, planning, development, analyzing, writing, editing, distributing, managing, and auditing content; including information architecture, delivery technologies, and anything else that affects the impact of content.
  • Write concise technical processes and procedures, including, but not limited to, runbooks, standard operating procedures (SOPs), technical manuals, training material, presentation material, process flowcharts, quick start guides, and FAQs.
  • Create and maintain online documentation, including knowledge base/wiki development, KB content categorization, and KB management, both internally and for clients.
  • Interact with Documentation Engagement Manager, IT managers, project managers, and clients to help produce top-quality, effective communications.
  • Lead, manage, develop, write, edit, publish, and maintain high-quality content and documentation.
  • Oversee documentation projects.
  • Achieve content that is readable and understandable, findable, actionable, and shareable in all of its various forms.
  • Create and define a system for the editorial content development process or development project.
  • Create success as it relates to static, strategic, streamlined, consistent, process, procedure, and policy.
  • Achieve business needs/goals by standardizing and streamlining communication, policies, processes, procedures, etc. to maximizing the impact of content.
  • Work collaboratively with various technical disciplines and develop technical documentation that satisfies its intended purpose, within schedule and budget limitations.
  • Research and understand hardware and software systems, tools, and technical procedures and effectively communicate this information to a non-technical audience.
  • Look for operational efficiencies while documenting content and communicate areas of improvement within process to SMEs and managers.
  • Simplify processes and procedures into understandable language, workflows, and instructions.
  • Prepare training material and facilitate training sessions, both onsite and at client locations.
  • Other duties as assigned by client or Milestone management.

Qualifications

Experience:

  • Exceptional attention to detail, solid time management, and ability to prioritize and multi-task across multiple projects with cross-functional partners and technical teams, while meeting deadlines in a fast-moving environment.
  • Analytical mindset and an ability to understand and learn the organizational infrastructure and internal needs, and help define and drive processes.
  • Ability to manage multiple competing priorities with tight deadlines, and take ownership of writing tasks from start to finish without management oversight.
  • Experience working closely with management and clients as part of the planning and development process.
  • Interact with and influence stakeholders, and provide advice that reflects an understanding of their business and leadership style.
  • Distinctive problem-solving and analytical skills combined with strong business acumen and technical savviness.
  • Experience in project and process management.
  • Ability to build strong relationships and advocate objectives with clients and internal stakeholders.
  • Strong technical aptitude and ability to learn new technology.
  • Ability to apply copywriting skills to edit, review, and develop complete run books covering external and internal engagements, operating procedures, and methods of technical procedure documentation.
  • Ability to identify inconsistencies and deviations from language rules and guidelines.
  • Excellent interview and follow through skills, coupled with strong organizational skills and solid communication and interpersonal skills.
  • Ability to work proactively and independently with little-to-no supervision.

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Education:

  • Bachelor’s degree in English, Journalism, Engineering, Computer Science, Technical Communications, or similar fields; or equivalent practical experience

 

 

Additional Requirements:

  • 5 years of relevant professional experience as a Technical Writer and/or Documentation Specialist
  • Editorial, copywriting, and/or analytics experience
  • Proficiency in MS Suites to include Word, Excel, PowerPoint, and Visio.
  • Proficiency in Adobe Photoshop, Illustrator, InDesign, and Quark.
  • CAD, HTML, wiki and Tableau experience is a plus.

 

For consideration of a Senior Technical Writer or Technical Writer III:

  • 2+ year experience in CAD, HTML, wiki and Tableau

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