Job Description

Candidate: An ideal candidate has the following: 2+ years of experience in an IT Support/Engineer role 1+ years of experience in a Technical Writer role A strong desire to grow in technical knowledge and written skills Exceptional written English skills and work ethic A strong intellectual curiosity with experience writing knowledge base articles Bachelors or Associates degree in computer science, technical writing, English, communications, literature (a degree or certification in an IT related field or in writing/communication is also acceptable) The ability to understand and clearly communicate complex technical processes to a wide range of employees in both verbal and written form The skill to effectively present information with visual elements (e.g. charts, annotated screenshots, infographics) following written and visual style guides Motivation to work independently and with a global team An acute attention to detail for reviewing articles and maintaining documentation standards A creative approach in a fast paced environment The ability to travel to the United States (US) regional offices as needed Experience documenting and troubleshooting some or all of the following systems: macOS, Windows, Zendesk, Snagit, VoIP, Confluence, Jira, Google Workspace, Zoom, Slack, Okta, Jamf, Meraki Even better (but not required) is experience in the following areas: Creating video tutorials (e.g. Final Cut Pro/iMovie/mmhmm) Linux use and documentation Project management Position Expectations: Create, migrate, and update internal documentation in Zendesk Guide to a consistent standard as defined in the internal documentation style guide Develop clear and precise documentation which is easily discoverable and accessible to specific target audiences Publish documentation for any new system, product, or feature that IT deploys across the organization Capture and present visual elements as defined in the branding/visual style guide to more effectively translate information (e.g. charts, annotated screenshots, infographics, animated GIFs) Provide a strong technical voice with documentation and self service resources for employees Ensure content quality and consistency through performance analysis Utilize metrics of request tickets to identify documentation gaps and processes which require improvement Success Measures: Success of an IT Technical Writer is measured through an accelerated personal growth path, including the following tasks/responsibilities: In 3 months you are: Familiar with all systems and technologies deployed at MongoDB Identifying areas of improvement for articles/processes Writing effective documentation that increases the use and reliability of Zendesk Guide Within 6 months you are: Publishing, reviewing, and updating complex articles independently Developing novel solutions to inefficient documentation methods and processes Understanding MongoDB s institutional needs clearly, and how to improve a scalable framework By 12 months you are: Thinking largely in terms of efficiency, with the skills to execute on your ideas Transforming creative ideas and new technologies to improve the efficiency and quality of internal documentation Driving your career development through projects which interest you and bringing meaningful value to your colleagues