Technical Writer - ITSM
Technical Writer - ITSM
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Job Description
Union: NonUnion
Site: Princess Margaret Cancer Centre
Department: UHN Digital ITSM
Reports to: ITSM Manager
Work Model: Hybrid or OnSite
Grade: H0:04
Hours: 37.5 per week
Salary: $30.50 to $38.12 per hour (To commensurate with experience and consistent with UHN compensation policy)
Shifts: After hours on call availability may be required on a rotating schedule to ensure 24/7/365 coverage
Status: Temporary FullTime 12 Months
Closing Date: January 11 2025
Position Summary
The Service Management technical writer will work with all UHN resolvers to develop Level 1 support documentation for the Service Desk and Technical support teams. The candidate will need to understand technical and procedural jargon to create user friendly and step by step documents. The Service Management technical writer will work with all UHN resolvers to develop Level 1 support documentation for the Service Desk and Technical support teams. The candidate will need to understand technical and procedural jargon to create user friendly and step by step documents.
Duties
- Create documents needed to understand the functionality of a product or service.
- Understand existing processes and capabilities on a specified area of topic.
- Interview subject matter experts to gain a deeper understanding of the topic being written about.
- Learn technical concepts and communicate the information in ways that are user friendly and align with service desk processes and procedures.
- Gather customer feedback on documentation to improve usability.
- Proactively analyzes process activities and process data to identify reporting.
- Review and provide feedback on submitted Knowledge Base articles.
- Enters time in the Time Capture System (ChangePoint).
- Performs UHN Emergency Fan Out.
- Represents UHN Digital in a professional manner with internal and external stakeholders.
Qualifications :
- Minimum of 3 years practical related experience.
- Experience working in an ITSM role (incident problem Change Knowledge).
- Experience creating user manuals or end user documentation.
- Able to work with minimal supervision on simple to moderate complex tasks.
- Proficient knowledge of Windows 10 and MS office products. Working Knowledge of Service Now is an asset.
- Ability to effectively deal with high priority unscheduled tasks and problems.
- Selfmotivated team player.
Additional Information :
Why join UHN
In addition to working alongside some of the most talented and inspiring healthcare professionals in the world UHN offers a wide range of benefits programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor allowing you to find value where it matters most to you now and throughout your career at UHN.
- Competitive offer packages
- Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
- Close access to Transit and UHN shuttle service
- A flexible work environment
- Opportunities for development and promotions within a large organization
- Additional perks (multiple corporate discounts including: travel restaurants parking phone plans auto insurance discounts onsite gyms etc.)
Current UHN employees must have successfully completed their probationary period have a good employee record along with satisfactory attendance in accordance with UHNs attendance management program to be eligible for consideration.
All applications must be submitted before the posting close date.
UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.
Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading inaccurate or incorrect UHN reserves the right to discontinue with the consideration of their application.
UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.
We thank all applicants for their interest however only those selected for further consideration will be contacted.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
