Raleigh, NC
The IT Trainer/Technical Writer is tasked with documentation of training materials in support of the DIT transition to ServiceNow and the procedural documentation of Standard Pre-Approved Changes (SPACs). The IT Trainer/Technical Writer will help facilitate the collection of all training requirements and ensure that they can be transitioned to the DIT Learning Management System (LMS). The IT Trainer/Technical Writer will also track and report on the status of training and procedural documentation to all appropriate business stakeholders. In support of these activities, the IT Trainer/Technical Writer will need to coordinate with multiple service teams from the various areas of the agency to provide training, review documentation, distribute information and resolve questions.
Core Job Functions
• Understanding of the IT Infrastructure Library (ITIL) IT Service Management lifecycle.
• Understanding of ServiceNow ITIL platform
• Understanding of technical documentation requirements for Hosting, Network, Enterprise Applications, etc.
• Understanding Learning Management Systems (LMS)
• Prepare recorded training to be stored on the LMS.
• Prepare training and documentation for reviews with business stakeholders.
• Operate office machinery (i.e., computer, copy machine, fax machine).
• Perform miscellaneous data entry and document preparation in support of other departments.
• Perform other related duties as assigned.
• Adhere to company standards and maintains compliance with all policies and procedures.
IT Trainer/Technical Writer Requirements and Qualifications
• Ability to read, analyze and interpret complex technical requirements. Familiarity with the IT Infrastructure Library and IT Service Management knowledge are experience highly preferred.
• Excellent analytical and time-management skills.
• Two years previous experience as an IT Trainer with experience in technical writing or related field.
• Basic mathematical skills, including the ability to calculate percentages.
• Solid verbal and written communication skills with the ability to communicate at all levels.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
• Ability to take initiative, multi-task, prioritize, manage time efficient and effectively adapt to changes.
• Strict adherence to DIT guidelines, compliance laws, and legal requirements
License(s) & Certifications
An ITIL v3 2011 Foundations or advanced certifications is highly preferred
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