Technical Writer

            

GCI's Technical Writer will be responsible for creating, editing, publishing, and maintaining technical documentation and technical artifacts. Focused on capturing and cataloging content as well as ensuring that documentation standards are adhered to. Plays an integral role in development and maintenance of the various content repositories, wikis, and dashboards, such as SharePoint and Confluence. Engages subject matter experts at all levels of the enterprise to ensure documentation is accurate and accessible. Manages documentation standards, including determining required document types for projects, initiatives, and training programs. Develops and maintains training materials to ensure consistency, and tailors content to the audience’s knowledge base and education level. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Create and Edit Documentation: 

• Collaborate with engineers, architects, technicians, and stakeholders to produce and publish high quality content, documents, and artifacts that meet applicable standards and are appropriate for intended audience. 
• Manage documents through the review, editing, and approval processes and coordinate their storage in a designated library location.
• Work with internal teams to obtain an in-depth understanding of subject matter.
• Develop training materials for teams participating in support and monitoring of current network, upgrades, and/or new technology projects.
• Maintain documentation updated to reflect current production and lab network infrastructure.
• Implement templates, workflows, reports, and queries to facilitate enterprise processes.
• Develop process models and supporting documentation.
• Develop comprehensive documentation that meets organizational standards.
• Assist in the development and implementation of content on websites.
• Participate in creating and maintaining the enterprise architecture repository and information architecture.

Document/Content Management and Standards:                    

• Define the process in which documentation content is captured and stored.
• Work with a variety of groups to identify and catalogue all customer facing documentation.
• Create a documentation standard for all customer-facing documentation, ensuring that it is understood across the organization.
• Work with cross-functional teams to determine the best way to deliver documentation to customers.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Ability to influence and manage team members without a direct reporting chain.
  • Ability to successfully interact and collaborate with senior management, colleagues, business partners, customers, contractors, team members, vendors, technical staff, and new customers.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Strong oral and written communication skills.
  • Ability to communicate with and understand the needs of technical customers is essential.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Must be highly organized with a demonstrated ability to meet deadlines and budget commitments.
  • Demonstrated ability to multi-task in a dynamic, complex, and rapidly changing environment.
  • Must be able to reconcile divergent demands and prioritize individual workload.
  • Uses knowledge and experience to instinctively sense issues and opportunities, taking proactive action to resolve.
  • Demonstrates accuracy and thoroughness while looking for ways to improve current and future documentation, documentation standards, and content management processes.
  • Ability to create and execute documentation management plans and processes.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel, Visio, and PowerPoint) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.

Additional Job Requirements:

This position level requires moderate skill and proficiency within the Technical Writer discipline. Conducts assignments of increasing complexity under moderate supervision, with some latitude for independent judgement.  Supports teams to design, develop, and customize technical documents.  Gathers information, objectives, functions, features, and requirements to provide effective planning, scheduling and research producing clear and concise technical materials for all audiences.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor’s degree in journalism, communications, or relevant field. *
• Minimum of four (4) years  as a technical writer, content analyst, or similar position. *

Preferred: 

• IT, network, or business background, with extensive hands-on experience in technical documentation or telecom network functionality.
• Background technical knowledge of Engineering, Computer Science.
• Experience in digital content publishing and sharing environments such as Microsoft SharePoint, JIRA, and Confluence with knowledge of using templates, workflows, reports, and queries.
• Experience with business and system modeling in Visio, Sparx Enterprise Architect, or similar tools.
• Experience with telecom networking technology such as wireless, transport, engineering.
• Telecommunications experience.  
• Other telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal. About Us