BRMi is seeking a Technical Writer to support a large financial enterprise client in Pensacola FL.

The Network Operations team provides 24/7/365 monitoring of Navy Federal’s Enterprise systems to ensure continuous availability. Network Operations proactively monitors alerts and escalates alerting incidents and engages support teams and/or third-party vendors as appropriate. Additionally, the Network Operations team supports equipment for branch office and ATM connectivity.
The Technical Writer will support the team by providing various forms of documentation via the creation of standardized response procedures.
The Technical Writer will create other forms of documentation as needed. Such documentation will include electronic tutorials, user manuals, and Help documents to support our operators and service partners.

*** The position will be hybrid but training would be onsite M-F 8:30-5:00pm for the first few weeks.

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• Create and manage response procedures for operators to refer to when escalating high-priority alerts that affect service partners and valued credit union members
• Research, gather, and synthesize data to present conclusions and recommendations to team members, service partners, and management
• Interview engineers and/or subject matter experts to obtain workflow, processes, or other technical information
• Design, develop, and implement technical documents, including electronic training, user manuals, tutorials, and knowledge checks
• Provide timely responses and outcomes to operator inquiries posted in IM
• Respond to email in a timely manner; keep customers accurately informed and maintain detailed work notes
• Work collaboratively with support teams and management to implement process improvements
• Provide a Quality Assurance function for the team by reviewing work of others to ensure consistency, accuracy, and timeliness of service
• Lead small projects; serve as team spokesperson in project meetings
• Perform other duties as assigned

• Excellent written communication skills with a keen eye for detail

• Experience in developing technical documentation

• Fluency with industry-standard technical summary and reporting techniques

• Proven ability to quickly learn and understand complex subject matter

• Advanced skill presenting information, findings, conclusions, and alternatives clearly and concisely

• Experience managing multiple priorities independently and/or in a team environment to achieve goals

• Advanced time-management and problem-solving skills; ability to complete administrative responsibilities accurately and on time

• Possess a can-do attitude for providing excellent customer service, with a mindset that demonstrates patience and persistence

• Expert proficiency with MS Office Suite

• Experience with a Content Management System ( Such as: Drupal, Joomla, WIX, WordPress)

• Experience creating/editing presentations using software or other types of material/media

• Advanced skill working with all levels of peers, stakeholders, and management

Desired:

• Experience maintaining SharePoint applications/pages
• Experience using OneNote
• Familiarity with ServiceNow
• Experience using SnagIt, Articulate 360, or similar instructional design tools
• Bachelor’s Degree in English, Information Systems, Engineering, related technical field, or equivalent work experience

** BRMi will not sponsor applicants for work visas for this position.**

**This is a W2 opportunity only**

EOE/Minorities/Females/Vet/Disabled 

We are an equal opportunity employer that values diversity and commitment at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, marital status, physical or mental disability, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.