Technical Writer - ITSM

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of "Transforming lives and communities through excellence in care, discovery and learning", the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

Union: Non-Union
Site: Princess Margaret Cancer Centre
Department: UHN Digital, ITSM
Reports to: ITSM Manager
Work Model: Hybrid or On-Site
Grade: H0:04
Hours: 37.5 per week
Salary: $30.50 to $38.12 per hour (To commensurate with experience and consistent with UHN compensation policy)
Shifts: After hours on call availability may be required on a rotating schedule to ensure 24/7/365 coverage
Status: Temporary Full-Time, 12 Months
Closing Date: October 26, 2024

Position Summary

The Service Management technical writer will work with all UHN resolvers to develop Level 1 support documentation for the Service Desk and Technical support teams. The candidate will need to understand technical and procedural jargon to create user friendly and step by step documents. The Service Management technical writer will work with all UHN resolvers to develop Level 1 support documentation for the Service Desk and Technical support teams. The candidate will need to understand technical and procedural jargon to create user friendly and step by step documents.

Duties

• Create documents needed to understand the functionality of a product or service.
• Understand existing processes and capabilities on a specified area of topic.
• Interview subject matter experts to gain a deeper understanding of the topic being written about.
• Learn technical concepts, and communicate the information in ways that are user friendly and align with service desk processes and procedures.
• Gather customer feedback on documentation to improve usability.
• Proactively analyzes process activities and process data to identify reporting.
• Review and provide feedback on submitted Knowledge Base articles.
• Enters time in the Time Capture System (ChangePoint).
• Performs UHN Emergency Fan Out.
• Represents UHN Digital in a professional manner with internal and external stakeholders.

• Minimum of 3 years practical related experience.
• Experience working in an ITSM role (incident, problem, Change, Knowledge).
• Experience creating user manuals or end user documentation.
• Able to work with minimal supervision on simple to moderate complex tasks.
• Proficient knowledge of Windows 10 and MS office products. Working Knowledge of Service Now is an asset.
• Ability to effectively deal with high priority unscheduled tasks and problems.
• Self-motivated team player.

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.