Network Operations Technical Writer

Location: Pensacola, FL
Category: Technical Support and Services
Employment Type: Contract
Job ID: 16760
Date Added: 07/11/2024

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Network Operations Technical Writer

  • Position Type: Contract (through 12/31/2024)
  • Location: Pensacola, FL 
  • Training Period: Onsite, Monday to Friday, 8:30 AM – 5:00 PM, for the first few weeks
  • After Training: M-F Hybrid (2 days onsite & 3 days remote) from 8AM-4:30PM


Overview 

The Network Operations team ensures the continuous availability of Navy Federal’s Enterprise systems through 24/7/365 monitoring. The team proactively manages alerts, escalates incidents, and collaborates with support teams and third-party vendors as needed. They also support branch office and ATM connectivity.

The Technical Writer will provide critical documentation support, creating standardized response procedures and various forms of documentation, such as electronic tutorials, user manuals, and Help documents, to assist operators and service partners.

Responsibilities

  • Develop and manage response procedures for operators to use when escalating high-priority alerts.
  • Research, gather, and synthesize data to present conclusions and recommendations.
  • Interview engineers and subject matter experts to obtain workflow, processes, or other technical information.
  • Design, develop, and implement technical documents, including electronic training materials, user manuals, tutorials, and knowledge checks.
  • Provide timely responses to operator inquiries via IM.
  • Respond to emails promptly, keeping customers informed and maintaining detailed work notes.
  • Collaborate with support teams and management to implement process improvements.
  • Perform quality assurance by reviewing the work of others for consistency, accuracy, and timeliness.
  • Lead small projects and serve as the team spokesperson in project meetings.
  • Perform other duties as assigned.

Required Qualifications (Required Unless Otherwise Noted)

  • Must be able to work a W2 Contract (we can not do C2C)
  • Must be legally authorized to work in the United States without a sponsoring employer indefinitely. At this time we will only accept the following: US Citizen, GC Holder, GC EAD, TN Visa
  • Excellent written communication skills with a keen eye for detail.
  • Experience in developing technical documentation.
  • Fluency in industry-standard technical summary and reporting techniques.
  • Proven ability to quickly learn and understand complex subject matter.
  • Advanced skills in presenting information, findings, conclusions, and alternatives clearly and concisely.
  • Experience managing multiple priorities independently and within a team environment.
  •  Advanced time-management and problem-solving skills.
  • A positive attitude towards providing excellent customer service, demonstrating patience and persistence.
  • Expert proficiency with MS Office Suite.
  • Experience creating/editing presentations using software or other types of material/media.
  • Advanced skills in working with all levels of peers, stakeholders, and management.

Desired Qualifications

  • Experience maintaining SharePoint applications/pages.
  • Experience using OneNote.
  • Familiarity with ServiceNow.
  • Experience using SnagIt, Articulate 360, or similar instructional design tools.
  • Bachelor’s Degree in English, Information Systems, Engineering, or a related technical field, or equivalent work experience.

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