Network Operations Technical Writer

Role : Network Operations Technical Writer

Location : Hybrid onsite in Pensacola, FL

**training would be onsite M-F 8:30-5:00pm for the first few weeks

Must have LinkedIn

The Network Operations team provides 24/7/365 monitoring of Navy Federal's Enterprise systems to ensure continuous availability. Network Operations proactively monitors alerts and escalates alerting incidents and engages support teams and/or third-party vendors as appropriate. Additionally, the Network Operations team supports equipment for branch office and ATM connectivity.
The Technical Writer will support the team by providing various forms of documentation via the creation of standardized response procedures.
The Technical Writer will create other forms of documentation as needed. Such documentation will include electronic tutorials, user manuals, and Help documents to support our operators and service partners.

Responsibilities
Create and manage response procedures for operators to refer to when escalating high-priority alerts that affect service partners and valued credit union members
Research, gather, and synthesize data to present conclusions and recommendations to team members, service partners, and management
Interview engineers and/or subject matter experts to obtain workflow, processes, or other technical information
Design, develop, and implement technical documents, including electronic training, user manuals, tutorials, and knowledge checks
Provide timely responses and outcomes to operator inquiries posted in IM
Respond to email in a timely manner; keep customers accurately informed and maintain detailed work notes
Work collaboratively with support teams and management to implement process improvements
Provide a Quality Assurance function for the team by reviewing work of others to ensure consistency, accuracy, and timeliness of service
Lead small projects; serve as team spokesperson in project meetings
Perform other duties as assigned

Qualifications (Required)
Excellent written communication skills with a keen eye for detail
Experience in developing technical documentation
Fluency with industry-standard technical summary and reporting techniques
Proven ability to quickly learn and understand complex subject matter
Advanced skill presenting information, findings, conclusions, and alternatives clearly and concisely
Experience managing multiple priorities independently and/or in a team environment to achieve goals
Advanced time-management and problem-solving skills; ability to complete administrative responsibilities accurately and on time
Possess a can-do attitude for providing excellent customer service, with a mindset that demonstrates patience and persistence
Expert proficiency with MS Office Suite
Experience creating/editing presentations using software or other types of material/media
Advanced skill working with all levels of peers, stakeholders, and management

Qualifications (Desired)
Experience maintaining SharePoint applications/pages
Experience using OneNote
Familiarity with ServiceNow
Experience using SnagIt, Articulate 360, or similar instructional design tools
Knowledge of Navy Federal's products, services, processes, and procedures
Bachelor's Degree in English, Information Systems, Engineering, related technical field, or equivalent work experience