Job Description:

· The agency is seeking a dynamic and detail-oriented Technical Writer & Process Improvement Analyst.

· This role blends strong documentation expertise with a keen ability to analyze and improve organizational processes.

· The ideal candidate will work cross-functionally with all IT teams to gather, document, and analyze current policies and procedures, identifying opportunities to enhance efficiency and effectiveness.

Responsibilities:

· 3+ years of technical writing experience, preferably within IT or technical environments.

· Strong understanding of process improvement methodologies.

· 3+ years of technical writing experience, preferably within IT or technical environments.

· Strong understanding of process improvement methodologies.

· Comfort working with data – ability to interpret, analyze, and visualize data to support decision-making.

· Strong visual communication skills for creating infographics, flowcharts, or process visuals.

· Excellent critical thinking, problem-solving, and analytical skills.

· Strong organizational and planning capabilities with attention to detail.

· Ability to think creatively and bring innovative ideas to problem-solving.

· Tech-savvy with a demonstrated ability to learn new systems and tools quickly.

· Outstanding communication skills and a customer-focused mindset.

· Experience with enterprise IT environments and service management platforms.

· Familiarity with workflow mapping, documentation standards, or business process modeling tools.

· Knowledge of SharePoint for document management and collaboration.

Requirements:

· Collaborate with IT teams to gather information on existing policies, processes, and systems.

· Develop clear, concise, and comprehensive documentation of IT processes and policies.

· Conduct in-depth analysis of current workflows to identify inefficiencies, bottlenecks, and areas for improvement.

· Present findings and recommendations to IT leadership with clear justifications and proposed implementation plans.

· Assist in the development and maintenance of knowledge base articles, FAQs, and user guides for internal and external stakeholders.

· Design or update process diagrams using Visio or similar tools.

· Maintain documentation repositories in SharePoint and ensure version control.

· Serve as a liaison between technical teams and business units to translate complex processes into user-friendly materials.

· Support change management initiatives by developing training materials or communication plans''