Senior Infrastructure Technical Writer

We are seeking an experienced Senior Infrastructure Technical Writer to produce high-quality internal support documentation for enterprise-class infrastructure and cloud platforms. The ideal candidate will combine technical expertise with exceptional writing skills to deliver clear, accurate, and visually detailed documentation for a distributed technical audience.

Key Responsibilities

• Research and analyze requirements for new infrastructure environment builds, including data center and cloud solutions.
• Independently study proposed systems and hardware components to ensure documentation accuracy.
• Create and maintain detailed Visio flow diagrams illustrating transaction traffic patterns, network connectivity, and system configurations.
• Collaborate with project managers to define documentation strategies and schedules.
• Work closely with distributed engineers (Windows, Unix, Cloud, Network, Security, SQL DB, and Monitoring teams) to gather technical build information.
• Author and publish documentation for two primary audiences:
  • Online HTML knowledge articles for global Operations Support teams using ServicePoint Knowledge Management System.
  • Infrastructure reference guides for Platform Engineering authored in Microsoft Word.
• Host virtual WebEx sessions to present and hand over documentation to Operations Support teams.
• Actively participate in a centralized documentation team, engaging in peer reviews, mentoring, and sharing best practices.

Required Experience

• Minimum 10 years producing technical documentation, preferably in systems/hardware and data center infrastructure.
• Strong understanding of server farms, network communications protocols, firewall security, system/application monitoring, WAN/LAN configurations.
• Proven experience with Microsoft Visio for complex diagramming.
• Excellent written and verbal communication skills, with ability to collaborate closely with engineers.
• Strong organizational and time management skills; able to manage multiple projects under tight deadlines.
• Self-starter with analytical skills and a passion for learning new technologies.
• Experienced in hosting WebEx sessions for both large and small groups.
• Familiarity with documentation standards and processes, with a collaborative mindset.
• Hands-on experience with ServiceNow Knowledge Base is a plus.

Tools/Applications

• Microsoft Visio (primary)
• Microsoft Word
• HTML or XML online authoring tools
• Adobe Acrobat
• SharePoint
• Microsoft Excel
• Microsoft PowerPoint

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