SES Corporation
Technical Writer
Years of Experience:
5 years
Education Requirements:
Bachelor’s degree in English, communications, computer science, or related field
Location:
Alexandria, VA with some telework available
Program Description:
The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services deliver IT services to approximately 1,350 government employees and contractors nationwide, ensuring secure, reliable, and scalable operations responsive to evolving business needs.
Position Description:
The Technical Writer is responsible for developing, revising, and editing technical documentation for daily operations and major projects across a Tier 1‑Tier 3 spectrum. Documentation may include technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, policies, and other related publications.
Requirements
Interview and observe subject matter experts, reviewing technical specifications, blueprints, engineering illustrations, and trade journals.
Create and revise procedure manuals, user manuals, programming manuals, service manuals, operational specifications, and related technical publications.
Review and proofread documents for clarity, grammar, and accuracy.
Ensure all technical documents adhere to agency standards and guidelines.
Update documents to reflect changes in products, services, or procedures.
Assist in new product development by providing technical writing support.
Collect feedback from end users and stakeholders to improve document quality.
Draft and disseminate alerts and notifications within the agency.
Maintain the knowledge management repository, including internal and user-facing content.
Creating and updating Knowledge Articles (KAs) stored in ServiceNow:
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
Maintain and provide escalation matrix and contact lists for all services, including third parties, to accurately and timely address incidents and requests.
Work with federal and contractor operational and technical staff from all Help Desk tiers to identify solutions that minimize Help Desk calls.
Recommend, create, and improve SPOC procedures focused on continuous service improvement and process optimization.
Required Skills
5 years of technical writing experience
Bachelor’s degree in English, communications, computer science, or related field
Technical Writing Expertise: Clear, concise, and accurate documentation for technical and non-technical audiences
Strong Research Skills: Ability to gather information from SMEs and translate into user-friendly content
Tool Proficiency: Microsoft Office Suite, PDF tools, and documentation platforms
Understanding of Tiered Support Models: Knowledge of Tier 1-3 responsibilities and escalation procedures
Compliance & Standards Awareness: Adherence to organizational and industry documentation standards
Content Structuring: Ability to create SOPs, FAQs, troubleshooting guides, and knowledge base articles
May be required to come onsite from time to time to work with teams to document information
Preferred Skills
ITIL certification
Multi-site Coordination: Ability to manage documentation processes across geographically dispersed teams
Knowledge of ITIL Framework: Familiarity with IT service management best practices
Experience with Knowledge Management Systems: Tools like ServiceNow, Confluence, SharePoint
Technical Troubleshooting Understanding: Awareness of Tier 1-3 escalation paths and terminology
Process Mapping & Workflow Design: Ability to visualize and document complex operational flows
Version Control Systems: Git or similar for managing documentation updates
Data Analysis for Documentation Improvement: Using metrics to refine knowledge articles
Soft Skills
Communication: Excellent verbal and written communication to interact with SMEs and support teams
Collaboration: Ability to work with cross-functional teams across multiple time zones
Attention to Detail: Ensuring accuracy and consistency in documentation
Adaptability: Comfortable with changing priorities and evolving technologies
Problem-Solving Mindset: Anticipating user needs and addressing gaps in documentation
Time Management:
Handling multiple projects and deadlines effectively.
Benefits
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
Seniority Level Mid-Senior level
Employment Type Full-time
Job Function Other
Industries IT Services and IT Consulting
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5 years
Education Requirements:
Bachelor’s degree in English, communications, computer science, or related field
Location:
Alexandria, VA with some telework available
Program Description:
The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services deliver IT services to approximately 1,350 government employees and contractors nationwide, ensuring secure, reliable, and scalable operations responsive to evolving business needs.
Position Description:
The Technical Writer is responsible for developing, revising, and editing technical documentation for daily operations and major projects across a Tier 1‑Tier 3 spectrum. Documentation may include technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, policies, and other related publications.
Requirements
Interview and observe subject matter experts, reviewing technical specifications, blueprints, engineering illustrations, and trade journals.
Create and revise procedure manuals, user manuals, programming manuals, service manuals, operational specifications, and related technical publications.
Review and proofread documents for clarity, grammar, and accuracy.
Ensure all technical documents adhere to agency standards and guidelines.
Update documents to reflect changes in products, services, or procedures.
Assist in new product development by providing technical writing support.
Collect feedback from end users and stakeholders to improve document quality.
Draft and disseminate alerts and notifications within the agency.
Maintain the knowledge management repository, including internal and user-facing content.
Creating and updating Knowledge Articles (KAs) stored in ServiceNow:
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
Maintain and provide escalation matrix and contact lists for all services, including third parties, to accurately and timely address incidents and requests.
Work with federal and contractor operational and technical staff from all Help Desk tiers to identify solutions that minimize Help Desk calls.
Recommend, create, and improve SPOC procedures focused on continuous service improvement and process optimization.
Required Skills
5 years of technical writing experience
Bachelor’s degree in English, communications, computer science, or related field
Technical Writing Expertise: Clear, concise, and accurate documentation for technical and non-technical audiences
Strong Research Skills: Ability to gather information from SMEs and translate into user-friendly content
Tool Proficiency: Microsoft Office Suite, PDF tools, and documentation platforms
Understanding of Tiered Support Models: Knowledge of Tier 1-3 responsibilities and escalation procedures
Compliance & Standards Awareness: Adherence to organizational and industry documentation standards
Content Structuring: Ability to create SOPs, FAQs, troubleshooting guides, and knowledge base articles
May be required to come onsite from time to time to work with teams to document information
Preferred Skills
ITIL certification
Multi-site Coordination: Ability to manage documentation processes across geographically dispersed teams
Knowledge of ITIL Framework: Familiarity with IT service management best practices
Experience with Knowledge Management Systems: Tools like ServiceNow, Confluence, SharePoint
Technical Troubleshooting Understanding: Awareness of Tier 1-3 escalation paths and terminology
Process Mapping & Workflow Design: Ability to visualize and document complex operational flows
Version Control Systems: Git or similar for managing documentation updates
Data Analysis for Documentation Improvement: Using metrics to refine knowledge articles
Soft Skills
Communication: Excellent verbal and written communication to interact with SMEs and support teams
Collaboration: Ability to work with cross-functional teams across multiple time zones
Attention to Detail: Ensuring accuracy and consistency in documentation
Adaptability: Comfortable with changing priorities and evolving technologies
Problem-Solving Mindset: Anticipating user needs and addressing gaps in documentation
Time Management:
Handling multiple projects and deadlines effectively.
Benefits
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
Seniority Level Mid-Senior level
Employment Type Full-time
Job Function Other
Industries IT Services and IT Consulting
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