• Job Description

  Req#: REQ-173235

  Initial Posting Date:

  02/26/2025

  Application Deadline:

  03/14/2025

  Agency:

  Oregon Health Authority

  Salary Range:

  $5,052 - $7,640

  Position Type:

  Employee

  Position Title:

  Technical Writer & Trainer (Information Systems Specialist 4)

  Job Description:

  PLEASE NOTE: Resumes, cover letters and all other documents must all be uploaded at one time. When uploading a resume, please upload any other documents in the same area/field.

  The job application, resume, and a cover letter are required for this posting and should address the skills in this section clearly. Applications without the required documentation will not move forward in the selection process.

  The Office of Information Service’s mission is to deliver technology solutions and services that support Oregon Health Authority in helping Oregonians achieve health, well-being, and independence.

  The Oregon Health Authority has a fantastic opportunity for a Technical Writer & Trainer to join an excellent team and work to advance their IT career.

  The Oregon Health Authority is committed to:

  • Eliminating health inequities in Oregon by 2030
  • Becoming an anti-racist organization
  • Developing and promoting culturally and linguistically appropriate programs, and
  • Developing and retaining a diverse, inclusive, and equitable workforce that represents the diversity, cultures, strengths, and values of the people of Oregon.
  • Click here to learn more about OHA’s mission, vision and core values.

  This is a full-time permanent opportunity for anyone to apply. This is a classified position and is represented by a union.

  What you will do!

  The Technical Writer role is a multifaceted position, encompassing critical responsibilities in technical writing, technical training, documentation quality assurance, and cross-functional collaboration. This position plays a pivotal role in ensuring the effective communication of complex technical concepts, the development of comprehensive documentation, the design of engaging training sessions, and the maintenance of document lifecycle. By combining these key functions, the Technical Writer supports our ITIL v4-based organization's commitment to excellence.

  Key Responsibilities:

  Technical Writing: In this capacity, the Technical Writer collaborates with subject matter experts (SMEs) and cross-functional teams to gather insights and technical details. This information is then transformed into clear, accurate, and user-friendly documentation. The role involves the creation and maintenance of a repository of technical documents, encompassing process manuals, standard operating procedures (SOPs), knowledge base articles, and training materials. To ensure high-quality documentation, the Technical Writer adheres to organizational style and quality standards. Furthermore, they continuously review and update existing documentation to reflect changes in ITIL practices and emerging technologies.

  Technical Training development: Responsibilities extend to the design, and in some cases delivery, of engaging technical training programs. These programs cover various aspects of ITIL v4 principles, processes, and best practices and are tailored to different audience skill levels. This position develops comprehensive training content, including presentations, handouts, exercises, and assessment materials. They also assist with training needs assessments to identify knowledge gaps and design targeted training solutions. Additionally, the role involves designing mechanisms to evaluating training effectiveness through assessments and feedback and making necessary adjustments for continuous improvement.

  Document Quality Assurance: This role ensures that all documentation and training materials are not only accurate but also up-to-date and aligned with ITIL v4 and organization guidelines. Collaborating closely with any quality control positions and SME's, they perform regular reviews of documentation and training content to maintain consistency and accuracy. The role actively incorporates user feedback and recommendations to enhance the quality and usability of documentation and training programs.

  Cross-Functional Collaboration: Effective cross-functional collaboration is fundamental to success. The Technical Writer works closely with various OIS teams, managers, and other relevant staff. This collaboration facilitates the gathering of insights and keeps the position well-informed about ongoing projects, updates, and changes within the organization. Furthermore, active collaboration with the OIS Management ensures that documentation and training efforts align closely with organizational goals and strategies. Building and maintaining strong, trust-based relationships is integral to fostering proactive collaboration with other teams across the organization.

  What's in it for you?

  • Medical, vision, and dental benefits
  • 11 paid holidays
  • 8 hours of vacation per month
  • 8 hours of sick leave per month, eligible to be used as accrued.
  • 24 hours of personal business leave per fiscal year, eligible to be used after 6 months of service.
  • Pension and retirement programs
  • Opportunity to potentially receive loan forgiveness under the Public Service Loan Forgiveness Program (PSLF)
  • Continuous growth and development opportunities
  • Opportunities to serve your community and make an impact through meaningful work.
  • A healthy work/life balance, including fulltime remote options as well.

  What we are looking for:

  MINIMUM QUALIFICATIONS: Information Systems Specialist 4
  
  
  (a) Three (3) years of information systems experience in: Technical writing, preferably in an IT support or service desk environment.

  AND
  Two (2) years of information systems experience in: working closely with IT support teams, project managers, or developers to document technical processes.

  
  OR
  
  
  (b) An Associate’s degree in Technical Communication, English, Journalism, Computer Science, Information Technology, or a related field.
  AND
  one (1) year of information systems experience in:
  Technical writing, preferably in an IT support or service desk environment.

  Working closely with IT support teams, project managers, or developers to document technical processes.

  Working Conditions

  Position may require periodic travel throughout the state. At times, weekend and evening work will be necessary to meet customer demands and department deadlines.

  While performing the duties of this job, you will be in an open landscape environment and may be exposed to the sounds and activity of those working around you. These conditions may be in high traffic areas with moderate to loud noises and frequent interruptions. This position requires the ability to work on multiple tasks simultaneously, sometimes within short time frames. Position may require periodic travel throughout the state.

  At times, weekend and evening work will be necessary to meet customer demands and department deadlines. It may require long hours with night and weekend work and occasional travel. The location of this position is in an office, cubicle and/or an agreed upon remote work environment with significant use of a computer and video conferencing.

  Desired Attributes:

  • Experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira, Zendesk) and knowledge base management.

  Technical & Writing Skills:

  • Ability to translate complex technical concepts into clear, concise, and user-friendly documentation tailored for technical support teams.
  • Experience in writing step-by-step troubleshooting guides, standard operating procedures (SOPs), FAQs, and process documentation.
  • Strong understanding of ITIL principles and service desk operations.
  • Proficiency in using documentation tools such as Confluence, MadCap Flare, Adobe FrameMaker, or Microsoft Word.
  • Knowledge of markup languages like Markdown or XML for structured documentation (preferred).
  • Familiarity with cloud-based contact center solutions, enterprise IT infrastructure, and endpoint support (preferred).

  Communication & Collaboration Skills:

  • Excellent interviewing skills to extract knowledge from SMEs, engineers, and project teams.
  • Ability to work independently and manage multiple documentation projects simultaneously.
  • Strong attention to detail and ability to organize information logically for different audience levels (Tier 1, Tier 2, Onsite Techs).
  • Experience conducting peer reviews and maintaining version control of documentation.

  Preferred Qualifications (Bonus Skills):

  • 5+ years of experience in IT-focused technical writing.
  • Prior experience working in a service desk environment or writing documentation for IT operations teams.
  • Experience with chatbots, AI-driven knowledge management tools, or self-service automation.
  • Basic scripting knowledge (e.g., PowerShell, Python) to document automation workflows (nice to have).

  DHS/OHA, OIS and DAS policies, procedures, standards, methodologies, tools and templates. Project and Portfolio Management industry standards, methodologies, tools and templates.

  OIS System Development Methodology

  Best Practices for Business Process Engineering

  Continuous Process Improvement

  Business Process Intelligence methodologies, tools and templates

  Business Change Management

  How to Apply

  • Complete the online application
  • Complete questionnaire
  • Attach a resume
  • Attach a cover letter of no more than two pages addressing the “What we are looking for?” section including required and preferred skills.

  Attention current State of Oregon employees:

  To apply for posted positions, please close this window, and log into your Workday account and apply through the career worklet.

  To apply as a job rotation/developmental candidate, you must be currently employed by the State of Oregon (this includes regular status employees, who have completed trial service, as well as limited duration employees).

  Help Your Application Rise to the Top!

  Your candidate profile and resume are the perfect opportunity to highlight your interest in the position and showcase the amazing skills and experience, making you the best candidate for the position. Submissions will be screened for consistency of information and communication skills at the professional level (attention to detail, spelling, grammar, etc.).

  • This posting closes at 11:59 PM on the close date listed.
  • Workday will timeout after 15 minutes of inactivity.
  • Workday performs best in Google Chrome.
  • You must have a valid email address to apply.
  • Check both your email and Workday account for updates regarding this recruitment.
  • Please print or save a copy of this announcement. You will not have access to it once the posting closes.

  Please ensure you’ve provided a thorough and updated application as it pertains to the position for which you are applying. If you meet the minimum qualifications for the position, and are the successful candidate, you may qualify for work out of class. For further information, please visit the Pay Equity Project homepage.

  Questions/Need Help?

  If you need assistance to participate in the application process, including an accommodation request under the American with Disabilities Act contact: Uma Abdullahi at Umulkher.Abdullahi@oha.oregon.gov

  TTY users please use the Oregon Telecommunications Relay Service: 1-800-735-2900. For technical support, please call toll free 1-855-524-5627, for customer service assistance.

  Additional Information

  • Please monitor your Workday account to view all communication regarding your application. You must have a valid e-mail address to apply.
  • Background Check: If you are offered employment, your offer will be contingent upon the positive outcome of an abuse check, criminal records check and driving records check. The information will be shared with the Oregon Health Authority (OHA), Office of Human Resources (OHR). Any criminal or founded abuse history will be reviewed and could result in the withdrawal of the offer or termination of employment.
  • Visa Sponsorship: We do not offer VISA sponsorships or transfers currently. You will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States within three days of hire.
  • Please attach only the documents that are related to the position. Additional documents that are attached will not be reviewed.

  Affirmative Action and Equal Opportunity

  The Oregon Health Authority is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, genetic information, or any other protected class under state or federal law. In addition, we do not discriminate, or screen applicants based on current or past compensation. To learn more about OHA’s mission, vision, and core values, click here.

  The Oregon Health Authority is an equal opportunity, affirmative action employer committed to workforce diversity.

  Agency – OHAAOOIS

  More information about the Office of Information Services and current job opportunities can be found at https://www.oregon.gov/oha/FOD/OIS/”?

• About the company

  Oregon (/ˈɒrɡən/ ORR--gən) is a state in the Pacific Northwest region on the West Coast of the United States.

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