IT Document Writer

While candidates in the listed locations are encouraged for this role, we are open to remote candidates in other US locations.

At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.

Databricks is hiring an experienced IT Document Writer to work with our global IT team to improve the existing documentation processes and repositories. The ideal candidate will help raise the bar of our support-focused services by revamping and reorganizing our technical documents, templates, end user-facing articles, and document creation process. You will also help scale and optimize our business processes, and partner with multiple stakeholders on assorted business and technical documentation needs. You will be a key member of the IT Support team and ensure the best possible user experience is being provided by ensuring end user-facing documentation is relatable and easy to understand. You will have a successful track record in crafting documentation for a highly technical field, such as software development or computer science. Your ability to evaluate and analyze complex subject information and to understand technical concepts will be key to finding success in this role. You will meet regularly with the Learning and Enablement team to audit and edit existing end-user documentation and assist with any IT Leadership documentation needs as they may arise. You will also be tasked with working with IT Program and Project Managers and supporting them with any technical documentation or templatization that is needed. The expectation for this position is that you will apply writing and documentation skills in every aspect of your day-to-day duties and longer-term projects. You will report to the Sr. Manager, IT Support as part of the CIO's organization.

The impact you will have:

• You will research, organize, and create content while working closely with various departments to understand project requirements
• You will sync with SMEs to obtain pertinent information to develop, and write procedural, technical, and process documentation
• You will document all processes and update current documentation for established processes
• You will support our core platforms - user support, ticketing, procurement, and provisioning
• You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack
• You will complete and document assigned project work and provide updates to ensure accuracy
• You will engage with the Learning and Enablement team, and IT Leadership to identify, revise and edit support documents on a regular cadence
• You will create and maintain documentation templates that adhere to organizational standards
• You will develop helpful content outside of our standard documentation repositories in other mediums such as training videos, and certification tests
• You will also work closely with the IT Leadership on special projects and business documentation

What we look for:

• Bachelor’s degree in journalism, communications, computer science, and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
• Experience working on a high-volumes of requests
• Experience in document writing and management
• Ability to demonstrate effective technical writing skills
• Proven track record of understanding complex subject matter
• Extensive experience in writing procedure and process documents for a wide variety of audiences
• Experience working with Stakeholders from a variety of departments with the goals of improving user experience, auditing content, and creating concise technical support content that is easy to understand
• Ability to handle multiple inflight projects simultaneously
• Vast experience providing high-caliber support in crafting a variety of documentation for both internal and external audiences
• Experience using multiple word processing and document creation tools

Benefits

• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Equity awards
• Flexible time off
• Paid parental leave
• Family Planning
• Gym reimbursement
• Annual personal development fund
• Employee Assistance Program (EAP)
• Mental wellness resources