Report this job

---

What is the problem? *

Incorrect company
Incorrect location
Job is expired
Job may be a scam
Other

IT Technical Writer - for prominent global law firm in Washington, DC. This position functions as the subject matter expert responsible for contributing to the buildout and enhancement of the IT department knowledge base. This role is the lead on creating/maintaining technical documentation to create consistency, and effectiveness for global tiered support teams. This position works closely IT Managers and cross-functional IT leads to identify areas of need, coordinating with engineers and support technicians to formalize institutional knowledge into documentation maintained/improved for ongoing troubleshooting and support. This is a key role in supporting ongoing buildout and maturation of IT Service Management processes, with the objective of promoting a high-quality frontend IT service. Attention to detail is essential. This role is responsible for reviewing hundreds of KBAs and making revisions to bring all current.

Duties: Leads buildout of ITs knowledge base articles (KBAs), technical documentation, and other documents with focus on driving effectiveness of the technical IT support staff. Contributes to technical writing, including new product/solution deployment, system documentation, end-user documentation, and requirement definition. Provides technical writing support for the buildout of the IT Service Management framework and governance in partnership with the Service Management leadership, including incident management processes, problem management routines, technical change management processes, IT asset management, knowledge management, service request management, and the planning and controlling of configuration items and interrelationships.
Position Requirements: Bachelors degree required; Masters degree preferred. Technical certifications ideal. Experience with ServiceNow highly desired. Must have prior technical writing experience - this could include writing new processes/procedures for new systems/solutions and writing user guides. Must have excellent interpersonal and written communication skills. Must have at least five or more years of relevant experience, ideally in a large law firm or legal information services provider. Proven successful experience with tiered IT support models (L1/L2/L3) and associated processes, standards, and documentation necessary to expediate effectiveness across service teams. Proven experience working with cross-functional IT teams and levels. Experience translating institutional knowledge into formal knowledge base documentation. Ability to identify documentation gaps and track effectiveness of existing documentation. Strong service orientation. Excellent problem solving and debugging skills. Salary is commensurate with experience 83k 113k