Overview
On Site
Contract - W2
Skills
Project management
Performance management
Preventive maintenance
Network operations
Operations
Research
Data
Workflow
Design
Documentation
Process improvement
Quality assurance
Leadership
Spokesperson
Training
Communication
Technical writing
Fluency
Reporting
Problem solving
Customer service
Microsoft Office
Editing
Presentations
Media
Management
ServiceNow
Snagit
Articulate
Instructional design
English
Information systems
DICE
Job Details
Technical Writer (Hybrid- Pensacola, FL)
This contractor role on the Network Operations team provides essential documentation support to ensure our clients enterprise systems remain available 24/7/365. Network Operations continually monitors system alerts, escalates incidents, and collaborates with support teams or third-party vendors as necessary to maintain seamless operations across branch offices and ATM connectivity. As a Technical Writer on the team, you'll develop and maintain standardized response procedures, electronic tutorials, user manuals, and help documentation, empowering operators and service partners with accurate, actionable information.
RESPONSIBILITIES
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- Business Unit: Network Operations
- Location: Pensacola, FL
- Training Schedule: Full Time Onsite, M-F, 8:30 am - 5:00 pm (initial few weeks).
- After Training Work Hours: 8:00 am - 4:30 pm (Hybrid 2 days/week onsite & other 3 days/week would be remote).
This contractor role on the Network Operations team provides essential documentation support to ensure our clients enterprise systems remain available 24/7/365. Network Operations continually monitors system alerts, escalates incidents, and collaborates with support teams or third-party vendors as necessary to maintain seamless operations across branch offices and ATM connectivity. As a Technical Writer on the team, you'll develop and maintain standardized response procedures, electronic tutorials, user manuals, and help documentation, empowering operators and service partners with accurate, actionable information.
RESPONSIBILITIES
- Create and manage response procedures for operators to refer to when escalating high-priority alerts that affect service partners and valued 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
- Candidates must currently reside within a commutable distance to Pensacola, FL to work a HYBRID schedule.
- Hours during Training (first few weeks) - must be able tow work 8:30am-5p CST M-F ONSITE.
- Hours after training- must be able to work 8a-4:30p CST. M-F HYBRID (2 days/week onsite & 3 days remote/ week).
- Candidates are required to be legally authorized to work in the United States without a sponsoring employer indefinitely.
- This is a W2 contract. WE CAN NOT DO C2C ARRANGEMENTS.
- 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 concise.
- 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.
- Experience maintaining SharePoint Applications/Pages.
- Experience with OneNote.
- Familiarity with ServiceNow.
- Experience using SnagIt, Articulate 360, or similar Instructional Design Tools.
- Bachelor's Degree in English, Info Systems, Engineering, or related technical field.
#DICE
#LI-HYBRID
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