IT

Technical Writer & Trainer

Centurion Consulting Group

Technical Writer & Trainer Germantown, MD

We are looking to hire a Technical Writer & Trainer in Germantown, MD.

 Responsibilities:

  • Publishes Network Operations Knowledge Base Articles
  • Creates Trainings in a Learning Management System for the Regional Management Centers (RMC)
  • Trains new Operators in the first 90 days of hiring
  • Works with current Operators and metrics to develop new trainings
  • Helps update Work Instructions
  • Creates Microsoft Streams to train Operators
  • Helps to update Disaster Recovery Plan/Drill and report on Disaster Recovery Drill
  • Maintains the Network Operations SharePoint Site
  • Obtains data from multiple platforms to create documentation
  • Proactively identify issues with procedures.
  • Establishes a rapport with end user community to improve services for the customer and the centers.
  • Uses existing or new technologies to solve process problems.
  • Reviews and develops processes and procedures to improve operational proficiencies.
  • Provides quality audits on Salesforce Cases.
  • May travel to other location less than 10% of the time.
  • Perform other duties as assigned by manager.

 Basic Requirements:

  • Bachelor’s degree in Business or related field
  • 1 year of experience in process analysis, technical writing, training, or combination of education and experience.
  • 1+ year proficiency using a Learning Management System (LMS) (i.e. Articulate LMS, ShareKnowledge, Microsoft Streams, Thinkific, etc.)

 Preferred Qualifications:

  • Salesforce experience preferred, but knowledge of a ticketing system
  • ITIL Certification preferred
  • Strong commitment to tight deadlines
  • Proficient in use of Microsoft Office Suite
  • Ability to perform complicated formulas in MS Exce
  • Excellent written and verbal communication skills
  • Knowledge of industry best practices for quality and continuous process improvement
  • Strong attention to detail skills
  • Quick learner must have initiative and be able to work independently as well as in a team environment.
  • Must be able to change priorities quickly and multi-tasking is expected. 
  • Must be flexible to perform duties such as technical writing, training, analysis, and other tasks assigned to the Operational Support team.
  • Self-motivated and independent.
  • Must be willing to work on-site or in a hybrid work environment

Position Details:   

Clearance: N/A 

US Citizenship or Authorization to work in US required 

Travel: < 10% (CONUS)  

Centurion Consulting Group, LLC is an Equal Opportunity EmployerEOE M/F/D/V 

No third parties or subcontractors 

Tagged as: Technical Writer & Trainer