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