System Analyst and Technical Writer

Job Summary

Are you a natural problem-solver with a knack for technical communication and a passion for supporting critical government initiatives? Join our dynamic team at Haystack, where you'll leverage your analytical and technical writing skills to enhance application development environments and ensure seamless user experiences for web-based applications.

The Role of a System Analyst and Technical Writer

As a System Analyst and Technical Writer, you will play a crucial role in supporting computer applications and platforms, developing comprehensive documentation, and resolving technical issues for end-users. You will interface with internal teams and federal points of contact, ensuring efficient application performance and problem resolution, particularly utilizing ticketing systems like ServiceNow.

• Provide exceptional user support and customer service for supported computer applications and platforms.
• Develop clear and concise system requirements, user guides, manuals, and reports.
• Troubleshoot and resolve technical issues for end-users, ensuring efficient application performance.
• Interface with internal teams and federal points of contact to drive problem resolution and investigate application status.
• Manage day-to-day efforts of an escalated service desk team, utilizing ticketing systems like ServiceNow.

What You'll Need

We are seeking candidates with proven experience in system analysis and technical writing, coupled with strong communication skills and an ability to thrive in fast-paced environments. A background in supporting large enterprise applications and familiarity with service desk systems is essential, along with US Citizenship and the ability to obtain a Public Trust clearance.

• 2+ years of related experience in a System Analyst or Technical Writer role.
• Excellent written and oral communication skills, with a proven ability to create clear and comprehensive documentation.
• Experience with Service Desk ticketing systems (ServiceNow preferred) for efficient issue tracking and resolution.
• A strong history of working with large enterprise-level applications and a track record of delivery in fast-paced environments.
• US Citizenship and ability to obtain and maintain an Agency specific Public Trust clearance.

What's On Offer at Haystack

Haystack offers a competitive salary and comprehensive benefits package, including medical, dental, vision, 401(k) with company match, and various paid time off options. This remote role provides the opportunity to contribute to critical projects for U.S. government agencies in a supportive environment that values work/life balance with full flex work weeks where possible.

Key skills/competency

• System Analysis
• Technical Writing
• User Support
• Troubleshooting
• ServiceNow
• Documentation
• Problem Solving
• Communication Skills
• Enterprise Applications
• Customer Service