Technical Writer 2 Business Analyst / Technical Writer Role
Enterprise SharePoint Services (ESS) of the Intranet Technologies (iTech) group under Enterprise Information Technology is looking for a Business Analyst/Technical Writer to join the team. ESS supports customers (team members and partners) that use enterprise SharePoint services including Teamworks and SharePoint Collaboration Portal Sites. A Technical Writer is needed to maintain and mature the framework for knowledge bases (KB), frequently asked questions (FAQs) and processes to support.
Responsibilities include: Determine and define knowledgebase strategies including the ability to Design, Build and Backup a scalable KMS (Knowledge Management System). Improve Taxonomy and Searchabiliity of KMS. Define and maintain processes for service support documentation (KBs, FAQs and Processes). Define method and measure progress of maturity of usage and adoption of same. Work with service support team, partners and customers to capture and document the KBs, FAQs and processes. Capture and document may include screen shots and diagrams. Documentation may require some research and key learning to document accurately and appropriately. Work with other technology groups to synchronize and leverage with other KBs. Work with project or delivery teams to create new or update existing KBs, FAQs and Processes. Communicate and act as point of contact to share new and updates to KBs, FAQs and Processes to service support teams, partners and customers. Preferred location is Charlotte, NC (1525 West WT Harris Blvd). Required Qualifications
1+ year of technical documentation and publication experience
3+ years of customer relationship management experience
3+ years of experience working in an application development or infrastructure support technical team
3+ years of SharePoint experience
2+ years of process definition and documentation experience
3+ years of project management experience
3 + years of experience gathering business requirements from various sources including end-users and stakeholders Desired Qualifications
Process definition and documentation experience
Intermediate Microsoft Office skills
Excellent verbal, written, and interpersonal communication skills
A BS/BA degree or higher
Exposure to Wells Fargo PAC2000 -WF's ticketing system based on Remedy application Other Desired Qualifications 3+ years’ experience as a Site Collection Admin or Designer with SharePoint 2010, 2013 or 2016.
SharePoint training or certification. Disclaimer
All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.