IT Technical & Knowledge Base Writer (72211)
University of Central Oklahoma

Edmond, Oklahoma

Posted in Education and Training


Job Info


Job Details

Job Location: Main Campus - Edmond, OK

Position Type: Staff

Job Category: OTRS Classified

Description Salary / Job Type:

Temporary, full time (one-year appointment with option for renewal). Amended benefits package included.

Salary is disclosed within the application as an application question.

Position Overview:

Under the general direction of the IT Manager of Service Delivery, this position will be responsible for documentation of all the aspects of the service delivery under the Office of Information Technology (OIT) and have the opportunity to write across a variety of end-user technical content channels. The candidate must be able to work well within a team and be comfortable in a fast-paced environment, building and responding to both short and long-term projects, deliverables, and plans. This position will have direct contact with key IT Executive Leadership, managers, and subject matter experts. In this role, you will work on a variety of projects and will play a key part in making sure that end results are designed according to the relevant patterns and analyses.

A client experience and service focused mindset are critical.

Department Specific Essential Job Functions:

Responsible for the writing and the editing process. Will collaborate with the technical staff to research and review technical documentation, including knowledge base articles. Conceive, write, edit, and proofread product and project documentation, including end-user knowledge base, technical and instructional documents. Assist the IT Manager of Service Delivery to advance communication processes, guidelines and standard procedures for knowledgebase management, and review and approval processes and quality control. Supports and delivers on assigned projects with requirements developed through the collaborative effort of cross-functional teams and clients.

  • Create technical instructional documents in a clear and concise manner.
  • Creates and maintains documentation including diagrams, operational and support procedures. Publishes client-facing support documents to improve user experience.
  • Update and maintain knowledge base articles.
  • Assist Manager of IT Service Delivery in reviewing and updating technical documentation used by Service Desk Operators and end users.
  • Convert current knowledge base articles to current ITSM template.
  • Review and upload knowledge base articles to current ITSM tool.
  • Learn and utilize current ITSM tool to track knowledge base performance, trends and reporting.
  • Develop documentation for review and approval by technical specialists and management ensuring that final documents meet applicable requirements and guidelines.
  • Communicate with document authors during the writing and editing process and work with technical staff to research and review documentation.
  • Consult with relevant information sources, including research, technical documents, and client and project personnel, to obtain background information, and verify pertinent guidelines and understanding of deliverables.
  • Provide editing and proofreading through all stages of communications.
  • Ensure documents meet specifications and adhere to standards for quality, graphics, coverage, format, and style including 508 compliances.
  • Communicates and fosters professional relationships with clients and departments through interaction with customers and development teams to gather and define requirements.
  • Performs other duties as assigned.

Qualifications / Experience Required:

Requires a B.S. degree or related field and 3 years progressive experience in field or equivalent work experience in field that provides knowledge of and exposure to fundamental theories, principles, and concepts of Information technology and/or IT service delivery. Requires the application of expertise in a chosen field to achieve results.

Qualifications / Experience Preferred:

  • Bachelor of Science degree qualifications in Information Technology or Computer Science.
  • Minimal understanding of ITIL Service Management concepts (Knowledge Management) and IT service management systems (e.g. TeamDynamix)
  • Experience developing and preparing Service Management performance reports.
  • Strong capabilities in reporting via Excel (Pivot Tables, Charts & Graphs, etc.) across mixed data sources.
  • Experience with IT enterprise environment that leads to knowledge-focused strategy, working cross-functionally to have a broader, more comprehensive view of services and processes.

Knowledge / Skills / Abilities:

Excellent verbal, written, organizational skills, and ability to interface directly with executive level staff. Must possess strong customer service and interpersonal skills; maintain courteous attitude in dealing with Executive Leadership, managers, and technical staff. Strong analytical, organizational, and collaboration skills. Solid communication and presentation skills. Ability to effectively communicate including reading, writing, speaking, and understanding English to a wide range of needs and audiences; ability to explain technical terms in everyday language. Must have sensitivity of intercultural communication, have excellent interpersonal skills, sound judgment, and conflict resolution. Ability to work well under pressure. Ability to work independently or with specialized group and ability and willingness to complete several concurrent tasks in a fast-paced, detail-oriented, multi-tasking environment. Continually updates skills and knowledge relative to the position and the technology industry. Adheres to and complies with UCO's shared values and the Office of Information Technology's Code of Ethics. This position may be assigned 24x7x365 on-call responsibility and requires the successful candidate to have high-speed internet access to their residence and maintain a smart phone on which to receive telephone calls, email, SMS messages from servers and authorized OIT personnel.

Physical Demands:

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.

Qualifications



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