Essential Functions
- Develop Operations & Engineering documentation including SOPs, MOPs, runbooks, and knowledge base articles.
- Lead SME working sessions to capture requirements, clarify intent, and validate technical accuracy for publish-ready documentation.
- Standardize content using approved templates and consistent structure to improve readability, usability, and global consistency.
- Own document lifecycle management: draft, reviews, revisions, approvals, versioning, and periodic refresh of existing documentation.
- Publish and maintain documentation in the required repositories (e.g., MCIM and ServiceNow Knowledge Bases) with clear taxonomy, titles, and metadata for searchability.
- Translate complex technical content into clear instructions, including operational steps, troubleshooting guidance, and system explanations designed for technicians, engineers, and operators.
- Improve documentation quality continuously by incorporating stakeholder feedback and ensuring documentation reflects the latest approved standards and practices.
- Create and maintain documentation relationships (e.g., how tech manuals interact with design specifications, SOPs/MOPs, user guides, commissioning reports).
- Produce supporting visuals (process flows, system overviews, decision trees) as needed to clarify procedures and concepts.
- Maintain an organized backlog of documentation requests and coordinate timelines with cross-functional stakeholders.
Qualifications
- High School diploma required.
- 3+ years of experience in technical writing, documentation management, or technical content development in a technical environment.
- Demonstrated ability to convert complex technical concepts into clear, structured documentation for distinct audiences.
- Strong editing and information design skills (clarity, precision, consistency).
- Experience managing content through review/approval cycles and maintaining version control.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint) and collaboration workflows.
- Strong organizational skills and the ability to manage multiple priorities and deadlines in a process-driven environment.
- Experience supporting operations and engineering teams in critical environments (data centers or similar mission-critical facilities).
- Familiarity producing documentation types such as procedural documents (SOPs/MOPs).
- Experience publishing and maintaining documentation in a controlled repository and/or knowledge base (e.g., MCIM / ServiceNow KB).
- Ability to understand and document systems commonly used in data center operations (e.g., electrical distribution, UPS, generators, cooling systems).
- Bachelor’s degree in Technical Communication, English, Communications, Engineering, or related field preferred; or equivalent practical experience.