Position Description

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.

Job Overview

The Technical Writer will be responsible for creating documentation to assist the team with communication, training, projects, organization, processes and procedures aimed at driving consistent adherence to processes across a geographically diverse organization.

Responsibilities:

• Lead the initiative to audit the current knowledge base systems and provide strategic recommendations for changes and improvements
• Write concise documentation including but not limited to the following: knowledge base: processes, best practices, communications, and presentations
• Create and maintain internal site content for organization, content, accuracy, and brand
• Maintain library for communications team’s document control, team collaboration, and external socialization
• Write and simplify processes and procedures into understandable language, workflows, and instructions
• Participate in all aspects of documentation development from project planning through project release, including but not limited to: developing, writing, editing, and publishing the content
• Look for operational efficiencies while documenting content and communicate areas of improvement within process to SMEs and managers
• Work collaboratively with various teams and disciplines to develop documentation that satisfies its intended purpose, within schedule and budget limitations
• Understand and apply context towards different content types, tailor content to best fit audience, and apply critical thinking to ensure that content meets standards
• Maintain working knowledge of other industry-standard platforms
• Create internal forms to collect information and kick-off internal tracking process for new project requests
• Communication and process documentation for large technical rollouts
• Work with the Operations Managers , Leads and client Teams to understand processes and workflows
• Build course materials such as slide decks, lab handouts, lecture manuals, assessments, and reference guides

Skills:

• Bachelor’s degree required
• 3+ years of experience as a Content or Technical Specialist
• 3+Experience in an IT Help Desk or Service Desk environment Proficient in Google and MS Suites to include Excel, Outlook, Word, PowerPoint
• Proficient in Service Now
• Editorial, copywriting, and/or analytics experience preferred
• Excellent communication, presentation, interpersonal, multi-tasking, and writing skills are required
• Ability to effectively collaborate and influence across multiple teams and stakeholders
• Should have an exemplary customer service mindset, be highly motivated, and a team player
• Ability to work independently, and prioritize job responsibilities
• [Preferred] Relevant experience in computer sciences would be an advantage

Compensation

Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. 

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. 

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you. 

This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.