Rackspace Technical Writer - Professional Services in City of Windcrest, Texas

Overview & Responsibilities

PRIMARY RESPONSIBILITY: Facilitate communication to Support Segments about any impact or changes resulting from initiatives taken by other areas in the company. This role will also be responsible for documenting and/or writing emergency response plans, release notes, scheduled maintenance notification, customer communication, policy and procedures.

PROFESSIONAL SERVICE'S MISSION STATEMENT: Provide the expertise needed to address the end to end customer journey by transforming, migrating and optimizing workloads in a multi-cloud world, fully leveraging Racker-deliverd and/or Partner-Enabled Services.

  • KNOWLEDGE/SKILLS/ABILITY: Expert knowledge of documenting and/or writing emergency response plans, release notes, scheduled maintenance notification, customer communication, policy and procedures. Demonstrated proficiency in writing in multiple styles and for diverse audiences. Ability to handle short-term deliverable timeframes. Ability to convey complex subject matter clearly and accurately. Strong communication, organizational and time management skills. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.

  • JOB COMPLEXITY: Identify opportunities to simplify the lives of other team members through better documentation. Coach team members on ways to improve their writing skills. Work with other team members to proofread and edit documents. Create strategies for notifying customers about planned and unplanned events. Work on emergency response plans covering multiple departments. Capable of multi-tasking; able to coordinate with multiple departments/locations simultaneously.

  • SUPERVISION: Works under minimal supervision.

Qualifications

  • EXPERIENCE/EDUCATION: High school diploma or equivalent required. Bachelor's degree or equivalent experience in marketing communications, advertising, English, journalism or related field. Experience using MS Word and MS PowerPoint. Familiarity in the following areas: data center infrastructure, storage area networks, network operations management, incident management tools/processes. 2+ years of IT experience preferred. 5+ years of business experience. Exercise independent judgment. Ability to lead projects. Demonstrated ability to consistently provide FANATICAL support.

  • PHYSICAL DEMANDS: General office environment. Moderate levels of stress may occur while documenting extensive reports. No special physical demands required.

Req # 40015

Category Professional Services