Technical Writer, IT Trainer (Remote)

Dine Brands Global•Prior Lake, MN

1d•$70,000 - $85,000•Remote

About The Position

The Trainer is responsible for designing, delivering, and maintaining high-quality training programs and technical documentation that empower IT help desk teams and restaurant operators to effectively use technology solutions. This role combines instructional design expertise with deep technical knowledge to create engaging learning experiences and clear, actionable content that supports operational excellence across a multi-unit restaurant and franchise environment. The position requires strong collaboration with IT leadership, help desk supervisors, and product teams to ensure training materials and documentation align with corporate standards, technology roadmaps, and operational goals. Success in this role depends on the ability to translate complex technical concepts into practical, user-friendly resources while fostering a culture of continuous learning and improvement.

Requirements

5+ years’ experience with technical writing.
5+ years’ experience developing technical training course content.
Demonstrated experience in planning and creating technical documentation, especially for new users.
Demonstrated experience in multitasking and managing conflicting requirements in an environment with rapidly changing priorities.
Ability to articulate ideas and turn those ideas into new capabilities, feature sets, and performance and quality improvements.
Demonstrated ability to collaborate with management, peers, vendors, and external teams to assess, gather requirements, analyze needs, and create and execute work plans accordingly.
Experience partnering with multi-discipline technical subject matter experts to gather and document critical details.
Self-motivated and able to build relationships within other functional teams.
Relevant experience providing training courses specific to IT and service management, including software and hardware.
Experience using Microsoft Office 365, including Word, Excel, PowerPoint and Outlook; and messaging and video conferencing applications like Microsoft Teams and Cisco Webex.
Experience with training remotely and utilizing remote software to facilitate training systems.
Helpdesk experience as a service agent or supervisor.
Experience using a technical support ticketing system like ServiceNow.

Nice To Haves

Experience working in a restaurant a plus.

Responsibilities

Draft and edit clear, actionable technical documentation including troubleshooting and setup guides.
Maintain and improve upon the content management processes and systems in place.
Gather and research information for use in content and training curriculums.
Collaborate with subject matter experts to understand and document technical processes.
Manage multiple projects simultaneously while maintaining close attention to detail.
Work with Helpdesk leadership to identify gaps and areas of opportunity to establish and refine associated course content and objectives.
Conduct training sessions and develop criteria for evaluating the effectiveness of training activities.
Develop written and online assessments.
Audit effectiveness of training curriculum and provide refreshed and corrective training.
Maintain records of training activities, participant progress, and program effectiveness.
Attend train-the-trainer sessions to work with vendors and Helpdesk leadership to develop training curriculum for supported hardware and software products.
Conduct new hire training in tandem with others, or independently as needed.
Oversee the internal Helpdesk knowledge base.
Will perform Quality Assurance Audits for FTS team members upon request from the FTS leadership team.