Technical Writer Policy & Procedures in NJ/NY, North Carolina
Posted 08/14/23
  • Fortune 100 Financial Services Company
  • 100-year history of dedication to customer satisfaction, success and growth
  • Tremendous growth and new business strategy leading to the need for new talent
  • Significant investments in cutting-edge technology
  • Culture: Excellent work environment that fosters collaboration
  • Growth: Ability to make an impact on the direction of the organization
  • Opportunity: Gain hands-on experience working with cutting-edge technology
  • Stability: Recent financial performance of the company has reported record profits
  •  You will be responsible for establishing and implementing ITIL processes across our organization to enhance service management and customer satisfaction
  •  Your expertise in service desk tools will play a crucial role in optimizing our IT service delivery capabilities.
  • Process documentation: Create comprehensive documentation for all ITIL policies, processes, including process flows, procedures and work instructions, and ensure they are readily accessible to  stakeholders.
  • Governance and compliance: Ensure compliance for all ITIL standards, guidelines, and best practices throughout the organization to meet evolving business needs and industry needs.
  • Establish ITIL Processes: Develop and implement the ITIL- based procedures and methodologies for IT Service management including: Problem management, change control process, requests, incident response, asset inventory, vulnerability management.
  • Performance Measurement: Develop metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of ITIL processes.
  • Service Desk tools: Leverage your experience with various service desk tools to streamline service management processes and improve user experience.
  • Stakeholder engagement: Work closely with IT teams, business units, and external vendors to determine needs, to ensure effective communication and collaboration in process governance and improvement initiatives.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • ITIL v3 or v4 certification is highly desirable.
  • Proven experience in setting up and managing ITIL processes in a similar role.
  • Extensive knowledge of service desk tools and their implementation to support ITIL processes. Experience of ServiceNow or Freshservice is advantageous
  • Strong understanding of IT service management principles, methodologies, and best practices.
  • Analytical mindset with the ability to interpret data and trends to drive decision-making.
  • Excellent communication and presentation skills, with the ability to convey complex technical concepts to non-technical stakeholders.
  • Demonstrated ability to work independently and collaboratively in a cross-functional team environment.
  • Experience of defining project deliverables and working in a project team
    • High organizational and time-management skills
    • Strong analytical and problem-solving skills
    • Excellent verbal and written communication skills
    • Good interpersonal and social skills
    • Exceptional team player with a strong ability to contribute positively to a team environment
    • Experience in leading process improvement initiatives is a pl
  • Employee Type: Contract
  • Location: NJ/NY, North Carolina
  • Category: Information Technology
  • Date Posted: 08/14/23
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Apply Today!

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