Job Description

Job Location: Denver, CO 80203 (Remote - Colorado local only)

Note: Candidates with state experience are preferred.

• Each candidate must submit a government-issued ID (Driver’s License or Passport) and provide three professional references (names, official emails, and phone numbers).
  

Job Description:

The State of Colorado/Office of Information Technology is seeking a Technical Writer with experience in IT documentation, process development, and workflow standardization. The ideal candidate should have expertise in creating and managing documentation for server administration, SOPs, guidelines, and playbooks.

Specialty Areas:

• Documentation & Content Management – Creating, reviewing, and updating IT documentation, SOPs, guidelines, and manuals.
  

• Process & Procedure Standardization – Designing and implementing structured documentation frameworks for IT teams.
  

• Knowledge Management & Collaboration – Consolidating and centralizing documentation in ServiceNow.
  

• Ticket & Change Management – Monitoring ticketing systems to ensure SLA compliance and assisting with root cause analysis.
  

• Technical Communication & Training – Working with SMEs to understand and document processes, providing training on documentation standards.
  

Responsibilities:

• Create, update, and maintain IT documentation, including SOPs, guidelines, and technical manuals.
  

• Utilize enterprise tools for documentation and consolidate materials in ServiceNow.
  

• Review and improve existing documentation, ensuring consistency and accuracy.
  

• Develop and enforce best practices for documentation processes.
  

• Work with supervisors and SMEs to document server administration processes.
  

• Create and manage playbooks and run books for IT support teams.
  

• Ensure proper version control and revision management for technical documents.
  

• Assist in ticket management, tracking SLAs, and reviewing change management requests.
  

• Collaborate with the ServiceNow team to enhance knowledge management practices.
  

• Participate in team meetings and contribute to process improvements.
  

• Provide training and guidance on documentation best practices.
  

Skill Matrix:

Skill
Experience (Years)

5+

3+

4-6

4-6

3+

Preferred

Preferred

Preferred

Preferred

Mandatory Requirements:

• Minimum 3-5 years of experience as a Technical Writer in an IT environment.
  

• Experience with content management systems and documentation best practices.
  

• Strong organizational, analytical, and communication skills.
  

• Ability to work with SMEs and IT leadership to document complex processes.
  

• Must pass the Department of Revenue Security Clearance requirements .
  

Preferred Qualifications:

• Experience in a large enterprise environment (100+ servers) .
  

• Familiarity with ServiceNow Knowledge Management .
  

• Experience with Google Apps in a professional setting .
  

• Prior experience as a trainer or technical communicator.
  

Conditions of Employment:

• Pre-employment Background Check – Standard OIT criminal background check (may include agency-specific checks).
  

• Pre-employment Drug Testing – May be required for certain agencies.
  

• Pre-employment Physical – If required to provide on-site support.
  

• Comparative Analysis Process – Candidates will be evaluated against others in the applicant pool.
  

• Driver’s License Requirement – Must possess a valid state-issued driver’s license for periodic travel within Denver.
  

Submission Requirements:

• Updated Résumé
  

• Government-issued ID (Driver’s License or Passport)
  

• Three professional references (Names, official emails, phone numbers)
  

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