Technical Writer

Charles F Day & Associates LLCAlexandria, VA, US

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Job Description

Clearance : Public Trust

Location : Alexandria, VA, possibility of remote / telework

The contractor’s Technical Writer(s) or equivalent shall be responsible for developing, revising, and editing technical documentation in support of daily operations and major projects. Documentation may include, but is not limited to, technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, policies, and other related publications. All documentation to be developed by the contractor shall be submitted to NCUA for review and approval.

The contractor shall ensure technical documentation, specifications and instructions are written clearly and effectively for diverse audiences, and adheres to NCUA Style Guide standards for clarity, conciseness, style, terminology, formatting, and graphics.

Duties :

Interviewing subject matter experts (e.g., product developers), observing production processes, and reviewing technical specifications, blueprints, engineering illustrations, and trade journals.
Creating and revising technical documentation such as procedure manuals, user manuals, programming manuals, service manuals, operational specifications, related technical publications, and policies.
Reviewing and proofreading documents for clarity, grammar, and accuracy.
Ensuring all technical documents adhere to agency standards and guidelines.
Regularly updating and revising technical documents to reflect changes in products, services, or procedures.
Assisting in the development of new products by providing technical writing support.
Collecting feedback from end users and stakeholders to improve the quality of technical documents.
Drafting and disseminating alerts and notifications within the agency.
Maintaining the knowledge management repository, including internal and user-facing content.
Creating and updating Knowledge Articles (KAs) stored in ServiceNow to :

Provide solutions to known issues

Support daily operations for the Help Desk

Enable user training and self-service

Example KAs include, but are not limited to :

Network Printer Configuration (On-Prem)

Printer Configuration (Off-Prem)

Application Login

Knowledge Management Processes

Tier 1 and Tier 2 Scripts and Standard Operating Procedures (SOPs)

Escalation Matrices

Customer Survey Processes

Single Point of Contact (SPOC) Processes

Maintaining and providing escalation matrix and contact list(s) for all services, (including third parties such as vendors and service providers), to accurately escalate incidents and service requests in a timely manner.

Working with federal and contractor operational and technical staff from all Help Desk tiers to identify solutions that minimize the need to call the Help Desk (e.g. additional end-user training, self-help support opportunities, root cause analysis).

Recommending, creating and improving SPOC procedures focused on continuous service improvement and process improvements to achieve optimized IT infrastructure support services

Charles F. Day & Associates, LLC is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. HUBZone residency preferred.

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Technical Writer • Alexandria, VA, US