Technical Writer
Job ID: 58938
Position Number: 00061290
Job Title: Technical Writer
Department: ITS
Location: Tallahassee
Responsibilities
The Technical Writer is responsible for producing high-quality documentation and communication materials that boost the user experience and contribute to the overall success of university IT services. The Technical Writer learns complex technical concepts and communicates information in a way that is engaging and understandable to both highly technical and non-technical users. This position prepares technical documentation and marketing communications and disseminates information across a variety of digital tools to encourage increased understanding, usage and appreciation of Information Technology Services (ITS) services and initiatives. This position also assists with organizational change management efforts and prepares training materials to support ITS services and initiatives. This employee works collaboratively with service offering managers, subject matter experts and other content creators to develop useful and engaging content.
Technical Writing | Researches, outlines, writes and edits technical documentation to help individuals understand how to successfully use ITS services. Manages existing "IT Support" FAQs and documentation and single-sources content across multiple materials and mediums. Creates and maintains user guides, FAQs and other modern user aids, such as online videos and infographics, and designs visuals and screenshot markups to accompany content. Consults with service offering managers and subject matter experts and conducts hands-on experimentation to test documentation for accuracy. Adheres to technical writing and style guidelines to ensure a consistent voice across documentation and other communications.
Continuously updates and refines content to keep up with changing digital products and procedures.
Training | Coordinates and documents organizational change management efforts and implements OCM training plans to prepare users for changes to ITS systems, services and processes. Develops and produces training strategies and content, including videos and web resources, that support ITS initiatives and services. Conducts face-to-face and online training sessions, including workshops and roadshows.
Process Management | Develops best practices and optimizations for ITS technical documentation and content generation. Documents internal operating procedures and evaluates and recommends process improvements. Creates and maintains templates for written documentation.
Content Generation | Writes and edits content for various communication channels, including website, email, social media, presentations, brochures and other marketing materials to support strategic goals. Exercises creative writing and journalism skills to create copy for awareness and promotional campaigns and research and write news stories. Edits and proofs material prepared by other staff. Distributes messaging through relevant channels, including email marketing tools and web content management system.
Incident Communications | Leads development and distribution of communications about planned and unplanned ITS service interruptions, including maintenance. Gathers necessary information from service offering managers and distributes notices and updates in a timely manner. Maintains ITS service status system and posts incident updates to websites, social media and other relevant channels.
Other Duties | Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management and incident management. Appropriately utilizes associated tools in accordance with ITS standards.
Qualifications
Bachelor's degree or combination of post high school education and experience equal to four years.
Considerations
This is an A&P position.
This position requires successful completion of a criminal history background check.
This position is open till filled.
How to Apply
If qualified and interested in a specific vacancy as advertised, apply to Florida State University at https://jobs.fsu.edu.
Applicants are required to complete the online application with all applicable information. Applications must include work history and all education details (if applicable).
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer. FSU’s Equal Opportunity Statement can be viewed at: http://www.hr.fsu.edu/PDF/Publications/diversity/EEO_Statement.pdf