Technical Writer & Trainer

Come join our growing team to deliver amazing technology support experiences that fuel the vision of Dynamic Work for our employees. This is a brand new role for the organization and will play a pivotal part in building our knowledge and training program for our Workplace Technology Support Engineers and Global ServiceDesk. 

In this role, you will be responsible for content creation and management of our support Knowledge Base and implement a first class training program to ensure the support teams are enabled to effectively support our internal customers. You will work cross functionally with our Business Technology, Change Management, and Technology Adoption teams to ensure all support readiness for all technology releases and process changes. You will use data to understand team training opportunities and proactively identify training solutions to support the team.  You will be a strong advocate for our support teams, learning and understanding their challenges. You will transform challenges into process enhancements, training opportunities and drive continuous support improvement through documentation. 

Job Duties and Responsibilities:

  • Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for our support team audiences of varying skill levels.
  • Identify and monitor training needs in the organization, and design, plan, and implement training programs, policies, and procedures to fulfill those needs.
  • Work effectively across the organization with stakeholders, change management, service teams, curriculum developers and subject matter experts to develop and support the content development of new and existing product, service, and process updates. 
  • Publish and maintain knowledge documentation within ServiceNow and ensure ease of our support teams to quickly find answers and support our customers.
  • Manage and deliver hybrid or virtual training sessions for our support teams. 
  • Proactively look for opportunities to improve knowledge materials and training using support tickets, focus groups, and customer feedback reviews to define needs.
  • Establish success measurements of training and develop methods to track process adoption.
  • Create, align, and manage our internal knowledge roadmap.
  • Bring a positive and fun spirit to the work you do each and every day 

Minimum REQUIRED Knowledge, Skills, and Abilities:

  • 3+ years experience supporting documentation and training needs within a customer support team.
  • You have experience in knowledge management, technical writing, and curriculum development, bringing learnings and best practices to hit the ground running.
  • Experience translating complex technical processes into digestible customer centric documentation that can be understood by all levels. 
  • Strong written and verbal communications skills and ability to present in front of a group virtually and in-person in a clear and concise manner to all levels.
  • Demonstrated ability to collaborate and work as part of a team.
  • Able to work effectively with tight deadlines in a fast-paced environment.
  • Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail.
  • Proven desire to take ownership of tasks and projects and follow through to completion.
  • Proficient with Google workspace, Zoom, and other collaboration tools.
  • Bonus: experience in any of the following: ServiceNow, JAMF, WorkspaceOne, 
  • This role will requires the individual to come into the office 4-5 days a week, due to the nature of the role. 

((Colorado, New York and Washington only*) Minimum salary of $78,000/year + bonus, commission, or variable comp (depending on role) + equity + benefits *Note: Disclosure as required by sb19-085(8-5-20))

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Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta https://www.okta.com/company/careers/. 

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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