Job Description

Career Track:  Client Delivery & Operations
Role:  Infrastructure Services Technical Writer
Location:  Chicago, IL
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.
 
Job Description:
The Infrastructure Services Technical Writer is a new role within the Video and Collaboration Architecture team reporting to the Architecture team manager. The Infrastructure Services Technical Writher will have a primary responsibility as a technical writer to develop technical and end user process documentation for new video and collaboration services and architectures. This includes keeping a pulse on the operational work flows across various operational support teams, understanding new technical services architectures, and developing the necessary support documentation and processes accordingly. Once the new process documentation is completed the Infrastructure Services Technical Writer will transition the processes to appropriate operations teams through documentation reviews and conducting training sessions. A secondary responsibility of the Infrastructure Services Technical Writer will be to work with team leadership to develop and enhance internal team processes across all three team functions Fastlane, Architecture, SCS.
 
Role Responsibilities:
  • Good understanding of change management across the full operational process cycle.
  • Good analytical, troubleshooting and problem-solving skills.
  • Ability to understand and work with a culturally diverse team across various geographies.
  • Detailed oriented, enthusiastic, self-starter with ability to work both independently and in a team environment.
  • Ability to handle multiple tasks simultaneously and interact with key executives and customers.
  • Ability to closely adhere to operational processes defined by leadership.
  • Ability to complete assigned, recurring tasks with limited supervision.
  • Interest to work with products in unified communications technologies such as media gateways, gatekeepers, Telepresence devices, multipoint bridging units, call managers, videoconferencing endpoints and videoconferencing servers, general audio and video systems, etc.
  • Familiar with current security.
  • Awareness of change methodologies and measurement. Proficient with Office 365 tools Outlook, PowerPoint, Word, etc.
  • Familiar with survey tools.
  • Familiar with MS Skype for Business and MS Teams
  • Familiarity with collaboration and video services and systems video conferencing, digital signage, Audio Visual systems, Surface Hubs, Skype Room systems, etc. General network architecture knowledge. SharePoint site configuration.
  • Familiar with business process tools e.g. ServiceNow, CMDB, monitoring and reporting tools.

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Qualifications

Basic Qualifications
  •  Minimum 2 years of experience as a Technical Writer or Process development lead
  •  Minimum 2 year of experience with Technical development lead
  •  Minimum 1 year of experience with media gateways, gatekeepers, Telepresence devices, multipoint bridging units, call managers, videoconferencing endpoints and videoconferencing servers, general audio and video systems 
Professional Skill Requirements
  •  ServiceNow experience
  •  Good financial acumen and financial analysis and diagnosis skills.
  •  Proven success in contributing to a team-oriented environment.
  •  Proven ability to work creatively and analytically in a problem-solving environment.
  •  Excellent leadership, communication (written and oral) and interpersonal skill.
  • Good understanding of PC and Mac computers, mobile devices, and Microsoft Office applications, (Word, PowerPoint, Excel, Outlook)
  • Strong organizational skills.
  • Strong written and oral communication skills.
  • Excellent analytical and problem-solving skills
 
 
Candidates who are currently on assignment as part of the Global Careers program are not eligible for consideration.
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Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity.
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All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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