Job Description

Who We're Looking For (Position Overview)

What Your Day-To-Day Looks Like (Position Responsibilities)

As a Technical Writer, you will:
Develop, maintain, and enhance technical documentation, SOPs, process guides, training materials, knowledge articles, and other operational documentation supporting IT Call Center services.
Collaborate with program leadership, technical teams, and stakeholders to document workflows, processes, procedures, and system configurations.
Prepare and edit customer deliverables, including status reports, performance reports, executive briefings, transition plans, and PMO documentation.
Create and maintain program management artifacts, templates, style guides, and documentation standards.
Support knowledge management initiatives, including SharePoint repositories, document libraries, and program archives.
Develop user guides, job aids, onboarding materials, and training content to support workforce development and knowledge transfer.
Review, edit, and quality-check technical and program documentation to ensure accuracy, consistency, and compliance with customer requirements.
Support the creation of data-driven reports and executive communications by incorporating performance metrics, charts, and visualizations.
Coordinate document review, approval, version control, and contract deliverable submission processes.
Document process improvements, update operational procedures, and support proposal and business development efforts as needed.
 

What You Need to Succeed (Minimum Requirements)

• Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust.
• U.S. Citizenship or lawful permanent residency (Green Card) in accordance with customer requirements.
• Bachelor’s degree in English, Technical Writing, Communications, Journalism, Information Technology, or a related field; equivalent experience may be substituted for a degree.
• Minimum of three (3) years of experience in technical writing, documentation, or communications within an IT services, government contracting, or operational environment.
• Experience developing and maintaining technical documentation, including SOPs, process guides, training materials, knowledge base articles, and program reports.
• Experience writing, editing, and managing customer-facing reports, executive briefings, and contract deliverables.
• Exceptional written and verbal communication skills with strong attention to detail and accuracy.
• Proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Experience collaborating with technical and non-technical stakeholders to gather, analyze, and document information.
• Strong editing, proofreading, and document quality assurance skills.
• Ability to obtain and maintain any required customer security clearance.

Ideally, You Also Have (Preferred Qualifications)

• Active Secret clearance or higher.
• Technical writing certification (CPTC) or professional association membership (STC).
• Experience with documentation and content management tools such as SharePoint, Confluence, MadCap Flare, or Adobe FrameMaker.
• Familiarity with ITIL principles and IT service management environments.
• Knowledge of Section 508 accessibility requirements and federal documentation standards.
• Experience creating process flows, diagrams, and visually engaging documentation using tools such as Visio or Adobe products.
• Experience supporting government proposal development, editing, and compliance reviews.
• Familiarity with Agile methodologies and PMO documentation practices.
• Ability to incorporate metrics, dashboards, and data visualizations into reports and executive briefings.
• Knowledge of document version control and configuration management best practices.