Technical Writer II

Responsibilities and Duties:

• Develop, edit, review, and maintain technical and programmatic documentation supporting IT programs, systems, and service delivery initiatives.
• Create clear, concise, and user-friendly documentation, including Standard Operating Procedures (SOPs), work instructions, user guides, training materials, knowledge articles, and reports.
• Support Transformation Strategy, Enablement, and Service Experience initiatives through the development of communication and documentation products.
• Collaborate with program managers, business analysts, engineers, developers, and stakeholders to gather technical information and translate complex concepts into understandable content.
• Participate in project meetings, workshops, interviews, and review sessions to collect and validate documentation requirements.
• Ensure all documentation complies with organizational standards, policies, branding, and quality expectations.
• Maintain document repositories, version control, and records management processes.
• Review and update documentation to reflect changes in business processes, technologies, policies, and operational procedures.
• Develop executive briefings, presentations, white papers, process documentation, and stakeholder communications.
• Support change management and organizational transformation efforts through targeted communications and user enablement materials.
• Create process maps, workflow diagrams, and visual aids to enhance understanding of system functionality and business processes.
• Coordinate document reviews and approvals with stakeholders and subject matter experts.
• Assist with the development and delivery of training materials and end-user adoption resources.
• Support knowledge management initiatives by organizing, maintaining, and improving access to program documentation.
• Perform quality assurance reviews to ensure accuracy, consistency, completeness, and readability of all deliverables.
• Track documentation deliverables, action items, and deadlines to ensure timely completion.
• Support audits, assessments, and project reviews by producing and maintaining required documentation artifacts.
• Assist with continuous improvement initiatives by identifying opportunities to enhance documentation processes and user experience.
• Facilitate effective communication between technical teams, business stakeholders, and leadership through well-structured written materials.
• Support the preparation of program status reports, metrics reports, meeting minutes, and other project documentation as required.

Basic Qualifications

• Bachelor’s degree in Technical Writing, Communications, English, Information Systems, Information Technology, Business Administration, or a related discipline.
• Minimum of 2 years of experience supporting IT programs, systems, or technology projects.
• Experience creating, editing, and maintaining technical and business documentation.
• Experience developing SOPs, user guides, training materials, process documentation, and executive communications.
• Strong written, verbal, and interpersonal communication skills.
• Ability to translate technical concepts into language appropriate for both technical and non-technical audiences.
• Experience supporting documentation activities within transformation, enablement, service delivery, or change management initiatives.
• Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Visio.
• Strong attention to detail and commitment to document accuracy, consistency, and quality.
• Experience managing multiple documentation efforts simultaneously while meeting deadlines.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• U.S. Citizen and ability to get the clearance.

 Preferred Qualifications

• Experience supporting Department of Homeland Security (DHS) and/or Cybersecurity and Infrastructure Security Agency (CISA) programs.
• Familiarity with knowledge management platforms such as SharePoint, Confluence, or ServiceNow Knowledge Management.
• Experience supporting organizational transformation, service delivery modernization, or customer experience initiatives.
• Knowledge of change management and user adoption methodologies.
• Certification in Technical Communication, Knowledge Management, Change Management, or related disciplines.
• Experience developing visual process flows, workflow diagrams, and training content.