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Technical Writer Roles &

Responsibilities Version 1.0

EFTPS Administration - First Data USA

2015

i

Revision Log

Table A Document Revision Log

Revision Date Author/Editor Version Revisions

5.27.2015 Maggie Bathory 1.0 Document Creation

12.3.2015 Maggie Bathory 1.0 Added annual documents’ processes

ii

Table of Contents

1 Overview ............................................................................................................................................. 1

1.1 Technical Writer Job Description ................................................................................................ 1

1.1.1 Audience Analysis................................................................................................................ 1

1.2 Roles & Responsibilities .............................................................................................................. 2

1.3 Qualifications .............................................................................................................................. 3

1.4 Methodology ............................................................................................................................... 3

1.5 Work Environment ...................................................................................................................... 4

1.6 Career Development & Growth .................................................................................................. 4

2 Electronic Federal Tax Payment System General Information ............................................................ 5

2.1 Our Staff ...................................................................................................................................... 5

2.1.1 Leadership Team ................................................................................................................. 6

2.1.2 Project Management........................................................................................................... 7

2.1.3 Technology & Solutions Team ............................................................................................. 8

2.1.4 ACH Operations ................................................................................................................... 9

2.1.5 Incident Management, Level 2/Enrollment/Fulfillment & Technical Publications ............ 10

2.1.6 Product Management & Business Analysis ....................................................................... 11

2.1.7 Mainframe Development .................................................................................................. 12

2.1.8 Database Management & EDI ........................................................................................... 13

2.1.9 Midrange Development .................................................................................................... 14

2.1.10 Operations & Maintenance ............................................................................................... 15

2.1.11 TCoE QA ............................................................................................................................ 16

2.2 Our Clients ................................................................................................................................ 17

2.3 Timesheet ................................................................................................................................. 17

2.3.1 Obtain Project Number ..................................................................................................... 17

3 Electronic Federal Tax Payment System Business Process Flow ....................................................... 18

3.1 Software Design Life Cycle ........................................................................................................ 19

4 Document Control ............................................................................................................................ 20

4.1 Technical Administrative Knowledge ........................................................................................ 20

4.1.1 Convention used for EFTPS Online .................................................................................... 20

4.1.2 Special Spelling in Special Cases ........................................................................................ 20

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4.1.3 FedTaxII or FedTax ............................................................................................................ 20

4.2 SharePoint ................................................................................................................................. 20

4.2.1 Accessing the SharePoint Home Page ............................................................................... 20

4.3 File Naming Conventions .......................................................................................................... 21

5 EFTPS Annual Documentation........................................................................................................... 22

5.1 Projected Document Timelines ................................................................................................. 22

5.1.1 The Business Continuity Plan and Business Impact Analysis ............................................. 23

5.1.2 Business Continuity Plan and Business Impact Analysis Timeline ..................................... 24

5.1.3 Configuration Management Plan ...................................................................................... 24

5.1.4 Contingency Plan ............................................................................................................... 26

5.1.5 Resource Management Plan ............................................................................................. 27

6 Other Required Documentation ....................................................................................................... 28

6.1 EFTPS Administrative ................................................................................................................ 28

6.2 Incident Management ............................................................................................................... 28

6.3 Midrange ................................................................................................................................... 28

6.4 Documents Not Owned by TechPubs ........................................................................................ 28

7 Formatting and Stylizing Documents ................................................................................................ 29

7.1 Tools and Software Used .......................................................................................................... 29

7.1.1 Helpful Resources.............................................................................................................. 29

7.1.2 Essential Software ............................................................................................................. 30

8 Administrative Support ..................................................................................................................... 31

List of Figures

Figure 2-1 EFTPS Leadership Team ....................................................................................................... 6

Figure 2-2 EFTPS Project Management Team ...................................................................................... 7

Figure 2-3 EFTPS Technology & Solutions Team ................................................................................... 8

Figure 2-4 EFTPS ACH Operations Team ............................................................................................... 9

Figure 2-5 EFTPS Incident Management Team ................................................................................... 10

Figure 2-6 EFTPS Product Management & Business Analysis Team ................................................... 11

Figure 2-7 EFTPS Mainframe Development Team .............................................................................. 12

Figure 2-8 EFTPS Database Management & EDI Team ....................................................................... 13

Figure 2-9 EFTPS Midrange Development Team ................................................................................ 14

Figure 2-10 EFTPS Operations & Maintenance Team ........................................................................... 15

Figure 2-11 EFTPS TCoE QA Team ........................................................................................................ 16

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Figure 3-1 EFTPS Software Design Life Cycle ...................................................................................... 19

List of Tables

Table A Document Revision Log ............................................................................................................ i

Table B Document Style Conventions ...................................................................................................... v

Table 3-1 EFTPS Midrange Business Process Flow ................................................................................ 18

v

Style Conventions

Table B Document Style Conventions

Usage Description Example

Page Header Calibri Body12 pt. bold dark green (R)0, (G)108, (B)49. All characters are uppercase.

SENSITIVE BUT UNCLASSIFIED

Heading Level 1 Cambria Headings 14 pt. bold dark blue (R)54, (G)95, (B)145. Letter case.

1.0 Overview

Heading Level 2 Cambria Headings 14 pt. bold medium blue (R)79, (G)129, (B)189. Letter case.

2.1 Entrance Criteria

Heading Level 3 Cambria Headings 11 pt. bold medium blue. Letter case.

3.1.1 Meetings

Body Text Calibri Body 12 pt. regular font in black. Use Letter case.

The purpose of this document is …

Emphasis Calibri Body 12 pt. bold font in black. Use Letter case.

Name of GUI field or icon.

Emphasizes a section within the document Appendix CMP-001.

Emphasizes first-use cross-references

“Quotations” Calibri Body 12 pt. smart quotes regular font in black. Use Letter case.

“Application Name”

Publication Title Calibri Body 12 pt. italic font in black. Use Letter case.

IT Security Policy Manual and Standard 205: Configuration Management

vi

List Bullets

Calibri 11 pt. regular font in black. Letter case. Bullets are 8pt (R)127, (G)127, (B)127.

Mainframe Compiled Code

Table Header Calibri 12 pt. bold font in orange (R)227, (G)108, (B)10. Letter case.

Description

Table Body Text

Calibri 11 pt. regular font in blue (R)54, (G)95, (B)145. Letter case.

Software Development Life Cycle

Table List Bullets

Calibri 11 pt. regular font in blue (R)54, (G)95, (B)145. Letter case. Bullets are 8pt (R)127, (G)127, (B)127.

Mainframe

Compiled Code

Table Caption

Calibri 10 pt. bold font in black. Letter case. Centered on page and positioned above the table.

Table 1.0 SDLC Quality Assurance

Figure Caption

Calibri 10 pt. bold font in black. Letter case. Centered on page and positioned below the figure.

Figure 2.1 SDLC Process Flow

Subtle Emphasis Calibri 12 pt. italic font in gray (R)128, (G)128, (B)128. Letter case.

Configuration Hardware

Subtitle Cambria Heading 12 pt. italic font in bright blue (R)79, (G)129, (B)189. Letter case.

Hardware and Software

vii

Website Address

Courier New 10 pt. regular font in black. Camel case. Aligned left.

http://intranet.Fiscal

Service.treas.gov

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First Data USA EFTPS

Technical Writer Roles & Responsibilities

1

1 Overview

1.1 Technical Writer Job Description

Your role as the Electronic Federal Tax Payment System (EFTPS) Technical Writer is to produce technical documentation that helps the internal and external clients use a product or service. The documentation you may end up working on includes online help, user guides/manuals, white papers, design specifications, system manuals, project plans, test plans, business correspondence, etc. You may also develop and maintain documentation digitally or web-based; occasionally with printed materials.

As an experienced writer, you can create, assimilate, and translate technical material in a concise and effective manner. For example, you specialize in the operations, processes, and maintenance of EFTPS, and have a good understanding of EFTPS.

You create effective technical documentation through analysis of the particular project and the rhetorical elements of the document’s audience, purpose, and context.

1.1.1 Audience Analysis

Your goal as the writer is to simplify complex concepts or processes, so that the reader can understand the presented technical material. The final goal of a particular document is to help readers find what they need, understand what they find, and use the product or resource. To reach this goal, technical writers must understand how their audiences use and read documentation. This is achieved through an audience analysis at the beginning of the project to define the audience and its criteria.

When analyzing an audience the technical writer typically asks:

Who is the audience?

What is the audience’s role?

Is the document electronic or hardcopy or both?

What is the audience’s task?

What is the audience’s knowledge level?

Accurate audience analysis provides a set of guidelines that shape document content, design and presentation (online help system, interactive website, manual, etc.), and tone and knowledge level.

Purpose refers to the function of a particular communication, as you analyze the purpose to understand what a document must accomplish. Determining if a communication aims to persuade readers to “think or act a certain way, enable them to perform a task, help them

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understand something, change their attitude,” etc., guides you on how to format their communication, and the kind of communication they choose (online help system, white paper, proposal, etc.).

1.2 Roles & Responsibilities

Context means the physical and temporal circumstances in which readers use communication—for example: at their office desks, in a manufacturing plant, during the slow summer months, or in the middle of a company crisis. Understanding the context of a situation tells you how readers use the communication. This knowledge significantly influences how you format the communication. For example, if the document is a quick guide on how to use EFTPS Direct Pay, you may have a desktop brochure laminated to increase usable life.

Good document design is vital when creating technical writing because it affects readability and usability. Typically, there are six design strategies when creating technical communication:

Content flow and organization

Emphasis

Clarity

Conciseness

Tone

Ethos

Content Flow: refers to the order and organization of visual elements so that readers can see their structure—how they cohere in groups, how they differ from one another, how they create layers and hierarchies. When considering arrangement technical writers look at how to use headings, lists, charts, and images to increase usability.

Emphasis: refers to how a document displays important sections through prominence or intensity. When considering emphasis technical writers look at how they can show readers important sections, warning, useful tips, etc. through the use of placement, bolding, color, and type size.

Clarity: refers to strategies that “help the receiver decode the message, to understand it quickly and completely, and, when necessary, to react without ambivalence.” When considering clarity the technical writer strives to reduce visual noise, such as low contrast ratios, overly complex charts or graphs, and illegible font, all of which can hinder reader comprehension.

Conciseness: refers to the "visual bulk and intricacy" of the design—for example, the number of headings and lists, lines and boxes, detail of drawings and data displays, size variations, ornateness, and text spacing. Technical writers must consider all these design strategies to ensure the audience can easily use the documents.

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Tone: means the sound or feel of a document. Document type and audience dictates whether the communication should be formal and professional, or lighthearted and humorous. In addition to language choice, technical writers set the tone of technical communication through the use of spacing, images, typefaces, etc.

Ethos: Establish credibility by creating professional and error-free documentation.

As the Technical Writer, you will gather information from many sources. Your information sources are usually scattered throughout EFTPS, and can range from developers, the client, information security, and other teams.

1.3 Qualifications

Your qualifications as the Technical Writer may possess a mixture of technical and writing abilities. Typically, a technical writer has a degree or certification in a technical field, but may have one in journalism, business, or other fields. Many technical writers switch from another field, such as journalism—or a technical field such as engineering or science, often after learning important additional skills through technical communications classes.

1.4 Methodology

To create a technical document, a technical writer must understand the subject, purpose, and audience. As the Technical Writer, you will gather information by studying existing material, interviewing Subject Matter Experts (SMEs), and often testing the software. By studying your audience, you will learn their needs and technical understanding level.

A technical publication's development life cycle typically consists of five phases, coordinated with the overall product development plan:

Phase 1: Information gathering and planning

Phase 2: Content specification

Phase 3: Content development and implementation

Phase 4: Production

Phase 5: Evaluation

The document development life cycle typically consists of six phases

Identify the audience

Analyze tasks and information

How to prepare document

Content development

Technical and editorial reviews with higher level personnel

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Formatting and publishing

Well-written technical documents usually follow formal standards or guidelines. Technical documentation comes in many styles and formats, depending on the medium and subject area. Printed and online documentation may differ in various ways, but still adhere to largely identical guidelines for prose, information structure, and layout. As the EFTPS Technical Writer, you will use the Chicago Manual of Style (CMS) for formatting and content structure. First Data USA Branding has internal corporate style guides that cover specific corporate issues such as logo use, branding, and other aspects of corporate style, which can be found on the First Data USA Branding website, http://myfirstweb.1dc.com/Reference%20Library/Pages/GuidesServices/BrandResources/FirstDataBrandResourceCenter/FirstDataBrandResourceCenter.aspx

1.5 Work Environment

Technical writers often work as part of a writing or project development team. Typically, you will finish a draft and pass it to one or more SMEs for technical review to verify accuracy. You will then perform an editorial review that checks conformance to styles, grammar, and readability. A final production typically follows an inspection checklist to ensure the quality and uniformity of the published product.

1.6 Career Development & Growth

Although there isn’t a single usual career path for technical writers, typically they move into project management over other writers. A writer may advance to a senior technical writer position, handling complex projects or a small team of writers and editors. In larger groups, a documentation manager might handle multiple projects and teams. A technical writer who becomes a SME in a field may transition from technical writing to work in that field.

http://myfirstweb.1dc.com/Reference%20Library/Pages/GuidesServices/BrandResources/FirstDataBrandResourceCenter/FirstDataBrandResourceCenter.aspx

http://myfirstweb.1dc.com/Reference%20Library/Pages/GuidesServices/BrandResources/FirstDataBrandResourceCenter/FirstDataBrandResourceCenter.aspx

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2 Electronic Federal Tax Payment System General Information

2.1 Our Staff

Business Development/Program Management (more information provided in the following section).

Operations

Management

Automated Clearing House Operations (ACH Ops)

Level 2 Technical Support

Enrollment/Fulfillment/Mailroom

Data Security

Director of Customer Service

Reporting Analyst

Executives

Technology Development and Maintenance

Database (DB)

Operation & Maintenance (O&M)

Mainframe (MF)

Midrange (MR)

Quality Assurance (QA)

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2.1.1 Leadership Team

Figure 2-1 EFTPS Leadership Team

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2.1.2 Project Management

Figure 2-2 EFTPS Project Management Team

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2.1.3 Technology & Solutions Team

Figure 2-3 EFTPS Technology & Solutions Team

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2.1.4 ACH Operations

Figure 2-4 EFTPS ACH Operations Team

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2.1.5 Incident Management, Level 2/Enrollment/Fulfillment & Technical Publications

Figure 2-5 EFTPS Incident Management Team

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2.1.6 Product Management & Business Analysis

Figure 2-6 EFTPS Product Management & Business Analysis Team

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2.1.7 Mainframe Development

Figure 2-7 EFTPS Mainframe Development Team

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2.1.8 Database Management & EDI

Figure 2-8 EFTPS Database Management & EDI Team

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2.1.9 Midrange Development

Figure 2-9 EFTPS Midrange Development Team

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2.1.10 Operations & Maintenance

Figure 2-10 EFTPS Operations & Maintenance Team

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2.1.11 TCoE QA

Figure 2-11 EFTPS TCoE QA Team

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2.2 Our Clients

Bank of America Merrill Lynch (BAML) is the Treasury Financial Agent (TFA) for the EFTPS, a cost-free service provided by the United States Treasury Department that allows businesses and individuals to pay their federal taxes electronically. The United States Treasury Department is comprised of the Fiscal Service (FS) and Internal Revenue Service (IRS). Daily basis tax payment details are sent to the IRS. Additionally, collected transaction, dollar amount, and tax classification details are sent to the FS. The IRS uses this information to update taxpayer records. The FS uses this information to make daily investment decisions. The EFTPS business provides options for taxpayers to make tax payments.

In the following section, the EFTPS Process Flow illustrates the various ways First Data USA processes EFTPS payments. Having this knowledge as the technical writer is useful in understanding the different ways payments are processed and the process flow. These processes are developed in MR development.

2.3 Timesheet

Obtain the necessary information from the Technical Analyst for using the Timekeeping system. Every week, you are required to submit a Timesheet for work performed. Timesheets must be submitted at the end of the business day every Friday.

2.3.1 Obtain Project Number

For the projects you support, you are required to obtain a project number from the Technical Analyst and record the number of hours worked under the specific project number.

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3 Electronic Federal Tax Payment System Business Process Flow

This illustration depicts the MR Business Process Flow for all EFTPS tax payments, which provides the Technical Writer with the necessary information for technical documentation.

Table 3-1 EFTPS Midrange Business Process Flow

Pro

cess

Flo

w

Au

then

tica

tio

n

Au

dit

logg

ing

Bu

sin

ess

Inte

llige

nce

Sub

mit

Pay

men

t

Sch

edu

le P

aym

ent

Pay

men

t Lo

oku

p

Can

cel P

aym

ent

Edit

Pay

men

t

New

En

rollm

ent

Ad

dit

ion

al E

nro

llmen

t

Term

inat

e En

rollm

ent

Edit

En

rollm

ent

Edit

Pro

file

Reg

istr

atio

n (

Pro

file

)

IRS

Pro

ofi

ng

Ch

ange

Pas

swo

rd

Pas

swo

rd r

eset

Loo

kup

Hel

p In

fo

Do

wn

load

Fo

rms

Sub

mit

Fo

rms

IP B

lock

ing

Acc

ou

nt

Blo

ckin

g

Emai

l

Mai

l

No

tifi

cati

on

s

Arc

hiv

e P

urg

e

CA

S

Mes

sage

Way

RTN

EFTPS Web X X X X X X X X X X X X X X X X X X X X X

Direct Pay X X X X X X X X X X X X X X

DE Web/Webservice X X X X X X X X X X X X X

Batch Provider server X X X X X X X X X X X X X X X X X X

BOC X X X

Batch X X X X X X X X X X X X X X X X X X X

VRU X X X X X X X X X X

3270 X X X X X X X X X X X X

Credit X X X X X

eFile X X X X X X X

Bulk X X X X X X X

DDIA X X X X

Single Debit X X X X X X X X

Insolvency X X X X X X

State Levies X X X X X X

Fedwire X X X

Credit Card Bulk Provider X X X X X X

EFW X

Roll Out Operator X

Intuit X X X X X X X X

BEPS Wire X X X X

MessageWay X X X X

Online Billpay X X X

Returns X X X X

NOC X X X X

RTN Import

D e c e m b e r 2 0 1 5

F i r s t D a t a U S A E F T P S

T e c h n i c a l W r i t e r R o l e s & R e s p o n s i b i l i t i e s

1 9

3 . 1 S o f t w a r e D e s i g n L i f e C y c l e

T h i s i l l u s t r a t i o n d e p i c t s t h e S o f t w a r e D e s i g n L i f e C y c l e , a n d i t i s a n o t h e r e s s e n t i a l p r o c e s s r e l a t i v e t o t h e T e c h n i c a l W r i t e r b e c a u s e t h e w r i t e r i s r e q u i r e d t o d e v e l o p a n d m a i n t a i n a l l

d o c u m e n t a t i o n a b o u t t h e s o f t w a r e d e s i g n l i f e c y c l e .

Project Initiation

Discovery Requirements

Solution Architecture Design Document (SADD)

Discovery/Solution Sizing

Finalize Documentation

UAT & Performance

TestingImplementation Post Production

2015 EFTPS Software Development Lifecycle Process

Captured Project Request information White paper or presentation Fiscal Service/Internal Revenue Service Project Approval

Board approval of white paper or presentation Discovery-hours sizing Fiscal Service/Internal Revenue Service approval of

Discovery Hours Program Change Request Prioritized Project Portfolio Approvals stored and Project Portfolio and Platform

Services Division are updated with the Program Change Request

Approved Solution Architecture Document with all technical and performance assumptions

Approved Persona skeletons Approved Reality maps Approved Design maps Approved Use Cases Approved Wireframes Approved Low Fidelity Prototype Approved Usability reviews Third-party vendor integration

Approval Gates:

1 – IA&E Approval (if applicable)2 – Business Requirements Approval3 – Solution Approach Approval4 – RBS Approval5 – Development Approval6 – UAT/Performance based on QA Testing7 – Go/No-go based on test results8 – Project Implementation9 – Project Completion

4 7 8

Application-level code and/or data components

Development deliverables Data definition script for Quality

Assurance Change controls Bank requests

Functional Test Plan Performance Test Plan Final Designs Completed Test Summary

Approved Quality Assurance Performance Test Summary

Database for Quality Assurance Database for stored procedure Database for definition script Test results Regression script Security test reports Security sign-off of Security Test Report Security Impact Assessment Quality Inspection with stakeholders

GIO, Security, Third Party Vendors

Project Planning

1

INPUTS

6

Development

Revisions Identified by DevelopmentFirst Data sends

mock-up to client

9

Development:

Detailed AnalysisDetail DesignTest PlanningPrototyping

Code/Unit TestingIntegration

Code Review/Validation

Approved RBS document

Revisions Identified by Development

Revisions Identified by QA

5

Requirements-based Sizing

3

Solution Approach

1 3 4 5 6 7

Implementation Plan Service Desk requests (internal) with attachments

including IPlan Implementation documents Bank Request (Bank of America Merrill Lynch

approval) EFTPS governance document First Data legal (corporate) and EFTPS

implementation documents Enhanced change detail Project implemented into production Approvals are electronically stored on SharePoint Platform Services Division Matrix is updated and

then stored on SharePoint Level 2 test script Level 2 validation email

8

Update any internal artifacts Midrange production trunk code merge Synchronize and merge code into

development, quality assurance, and user acceptance test environments

Close-out project Lessons learned Deploy configuration changes

9

2

2

Approved Business Requirements document

F i g u r e 3 - 1 E F T P S S o f t w a r e D e s i g n L i f e C y c l e

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4 Document Control

4.1 Technical Administrative Knowledge

4.1.1 Convention used for EFTPS Online

When documenting the title, EFTPS online, write it as EFTPS online

4.1.2 Special Spelling in Special Cases

When writing documents, spell “cancelled” as “canceled”

When editing content on the EFTPS website, spell as “cancelled” for consistency

When writing documents, spell “acknowledgement” as “acknowledgment”

When editing content on the website, spell as “acknowledgement” for consistency

4.1.3 FedTaxII or FedTax

In the past, there was a separate system called FedTaxII that was used by Federal Agencies to pay their taxes and is no longer used. Our staff added FA (Federal Agencies) to EFTPS online for them to enroll, pay their taxes, and file their 941 forms online.

4.2 SharePoint

The secure SharePoint site is where all EFTPS documentation resides. You will find:

Annual required documents

Required documents for all EFTPS business units

Working documents that are created and maintained by each EFTPS business unit

Denver Ad Hoc Requirements for creating tickets

4.2.1 Accessing the SharePoint Home Page

To access the EFTPS Home page in SharePoint:

Connect to VPN using your RSA PIN and Token password

Open the EFTPS Home page shortcut on your desktop, https://eftps.fdcctx.com/default.aspx using

your FDCCTX login credentials.

A separate password is required to login into the secure EFTPS Home page, which can be

obtained from the LAN Help Desk 877.332.4526

https://eftps.fdcctx.com/default.aspx

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Your User ID is fdcctx\(Your Username for logging into your machine)

Keep all credentials in a safe place away from your machine and desk

Disconnect from the EFTPS Home page by closing the web browser and disconnecting from the VPN.

4.2.1.1 Opening Documents

When opening documents in SharePoint, you will need to enter your FDCCTX login credentials.

4.3 File Naming Conventions

File naming conventions will be determined at a later date as part of the document control measures.

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5 EFTPS Annual Documentation

The EFTPS Technical Writer is responsible for maintaining and updating the annual required documents to maintain compliance. These include:

Business Continuity Plan (BCP) aka Business Continuity Plan (BCP)

Due September 30

Incident Management Manager sends to Vice President of EFTPS Program and Vice President of

Client Relations for approval

Business Impact Analysis (BIA) (accompanies the Business Continuity Plan)

Due October 30

Incident Management Manager sends to Incident Management Director prior to sending the

document to Vice President of EFTPS Program for approval

Configuration Management Plan (CMP)

Send to Security on or near November 25 for final review

Due annually on December 1 to BAML

Contingency Plan (CP)

Send to Security on or near November 25 for final review

Due annually on December 1 to BAML

Resource Management Plan (RMP)

Due August 30

The Lead Business Analyst sends to Vice President of EFTPS Program and Vice President of Client

Relations for approval

5.1 Projected Document Timelines

In order to prepare for annual documentation, you and your clients benefit from the art of preparation. Reviewing documents and talking with SMEs concerning data and recent changes is a good way to begin.

The Enterprise Business Continuity information describes your roles and responsibilities as the planner and identifies some of the main roles for other direct actors you will be partnering with in order to fully execute the Business Continuity Plan. For additional information about the Business Continuity Plan, review the PowerPoint slides located on SharePoint.

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5.1.1 The Business Continuity Plan and Business Impact Analysis

5.1.1.1 Business Continuity Actors

Business Continuity Analyst (Disaster Recovery Director) Business Resumption Coordinator (Incident Management Manager) Business Resumption Planner (Technical Writer)

Executive Approver (Vice President of the EFTPS Program)

5.1.1.2 The Business Continuity Coordinator’s Roles and Responsibilities

The Incident Response Manager assumes the role of the Business Continuity Coordinator when preparing Business Impact Analysis or Business Continuity Plan documents and during the event of an emergency. This role takes the lead to coordinate meetings, communication, and establishes the milestones with the Incident Management Director and Planner. The Coordinator determines the direction of the planning process with the assistance of the Incident Management Director and provides all required information to the Planner. The Director, Coordinator, and Planner work together to build the Business Continuity Plan and Impact Analysis to:

Notify EFTPS staff to update all personal contact information (phone numbers) in the First Data

PeopleSoft Enterprise (ORACLE) https://fdhrprd91.1dc.com/psp/HRPRD91/?cmd=login&languageCd=ENG

Populate data into LDRPS, the application used to build the Business Continuity Plan. This

application is installed on the Planner’s machine with assistance from the Incident Management

Director

5.1.1.3 Business Continuity Planner’s Roles and Responsibilities

As the Technical Writer and Business Continuity Planner, you work with the Incident Response Manager to build the Business Impact Analysis and Business Resumption Plan on an annual basis beginning in August. The business unit manager assigns this role to you. Some of the planner’s main responsibilities include:

Develop the Business Continuity Plan.

Assign recovery roles to business unit employees.

Provide employees with the education required for plan execution.

Compile the data and complete requirements for the BIA.

Record the resumption plan data in the System of Record.

Update and maintain the Business Continuity Plan on a regular basis.

Gather and report time and expense data

Report the status of BIA information, plans and testing to the BR Coordinator and BC Analyst

https://fdhrprd91.1dc.com/psp/HRPRD91/?cmd=login&languageCd=ENG

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5.1.2 Business Continuity Plan and Business Impact Analysis Timeline

The Business Continuity Planner will partner with the Business Continuity Coordinator and is responsible for the development, updates and testing of the business unit’s Business Continuity Plan, assist with communications to the Data Owner(s), the plan team members and report plan / testing status to the Business Continuity Coordinator. The Business Continuity Planner will be assigned by business unit management to assume this role.

August

As the Business Continuity Planner, you will meet with Incident Response Manager and team to

determine milestones and tools needed to complete the Business Continuity Plan

The Incident Management Manager obtains the required approvals from the Vice President of

EFTPS Program and Vice President of EFTPS Client Relations

The LDRPS application must be installed on the Planner’s machine

If necessary, complete the LDRPS training

Notify EFTPS staff to update all personal contact information (phone numbers) in the First Data

PeopleSoft Enterprise (ORACLE) application, and determine when the information is updated in

PeopleSoft

September

Work with the Director and Coordinator to populate the LDRPS application

September 20, send report to Program Vice President and Program Client Relations Vice

President for signatures before September 30

October

Work with the Coordinator to populate the Business Impact Analysis, which corresponds to the

Business Continuity Plan

The Coordinator and Incident Management Team conduct exercises, gather data, and document

the Business Analysis Plan

Work with the Coordinator to determine who submits the Business Impact Analysis for approval

and next steps

October 30 is the due date for the approved Business Impact Analysis

The Planner files the Business Impact Analysis on SharePoint

5.1.3 Configuration Management Plan

An annually required document that contains systems engineering process for establishing and maintaining consistency of a product's performance, functional and physical attributes with its requirements, design and operational information throughout its life.

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5.1.3.1 Configuration Management Plan Actors

Configuration Management Analyst

Information Security Team

5.1.3.2 Configuration Management Plan Timeline

May

Review the current CMP with the Configuration Manager (CM), and comment directly in the

document (using Tracked Changes) about new changes.

July

Follow up with the CM concerning any recent changes that need to be placed into the CMP and

discuss the upcoming schedule for updating the CMP.

September

Continue working with the CM and include Information Security personnel in the discussion, so

that new updates can be incorporated into the CMP. The Security team should have information

from the client about document delivery date. Occasionally, there are separate documents that

are delivered before the CMP.

November

Obtain the final data including Configuration Integration data from the CM

CM does a final review

December

December 1, email the encrypted and zipped file to Bank of America Merrill Lynch

File in SharePoint

Late December or Early January

Obtain signatures from:

Bank of America Merrill Lynch Information System Security Officer

Fiscal Service Project Manager

Fiscal Service System Owner


EFTPS IT System Configuration Management Authority

File in SharePoint

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5.1.4 Contingency Plan

The plan is devised for an outcome other than in the usual (expected) plan and is like a risk assessment.

5.1.4.1 Contingency Plan Actors

Information Security Team

Incident Management Manager

Operations Manager

5.1.4.2 Contingency Plan Timeline

August

Review the current CP with the Incident Management Manager and Information Security Team,

and comment directly in the document (using Tracked Changes) about new changes.

Operations and Incident Management conduct tests and exercises as a function of assessing

potential risks. The results from these tests are incorporated into the CP.

September

Follow up with the Incident Management Manager, Operations Manager, and Information

Security Team to discuss the upcoming schedule for updating the CP.

November

Obtain the final test results (conducted from exercises done in August) from the Incident

Management Manager and the Operations Manager. Verify with the Information Security Team

whether there is data that needs to be included (perhaps an audit finding)

The Information Security Team does a final review of the CP

December

December 1, email the encrypted and zipped file to Bank of America Merrill Lynch

File in SharePoint

Late December or Early January

Obtain signatures from:

Bank of America Merrill Lynch Information System Security Officer

Fiscal Service Project Manager


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EFTPS IT System Configuration Management Authority

File in SharePoint

5.1.5 Resource Management Plan

The resource Management Plan (RMP) defines the EFTPS required roles, skills, and responsibilities to

determine how and when resource requirements will be met; document reporting relationships; and

ensure that the investment/program/project has assigned to it sufficient staff with the appropriate skill

sets and experience to best meet the needs of the investment/program/project. The Resource

Management Plan also can be used as the foundation for developing cost estimates and assigning

resources to Work Breakdown Structure line items.

The RMP template is to be used by the Project Manager as a means to define required roles, skills, and

responsibilities; determine how and when resource requirements will be met; document reporting

relationships; and ensure that the investment/program/project has assigned to it sufficient staff with

the appropriate skill sets and experience to best meet the needs of the investment/program/project.

The RMP also can be used as the foundation for developing cost estimates and assigning resources to

Work Breakdown Structure line items.

5.1.5.1 Resource Management Plan Actors

The Project Management Office provides the bulk of the information

Team managers

EFTPS Program Vice President

5.1.5.2 Resource Management Plan Timeline

June

Review the current plan with your manager and document updates

Obtain staff updates and resource allocation from each manager to incorporate into the RMP

July

All resource updates should be made before July 15

Email updates plan to the EFTPS Program Vice President for final review and approval

August

The Director of Client Relations emails the final RMP to BAML

File in SharePoint

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6 Other Required Documentation

6.1 EFTPS Administrative

A Day in the Life of EFTPS

Acronyms List

Glossary

Insolvency Payments User Guide

Software Development Life Cycle

State Levy agency Programs ACH Credit User Guide

Suspicious Activity Monitoring Application User Guide


6.2 Incident Management

Incident Management Standard Operating Procedures (coordinate with the IM Manager)

6.3 Midrange

Content and Messaging Plan

EFTPS Administrators Guide

Event Level Analysis and Design

Human Interface Design Document

Interface Control Document

Requirements Traceability Matrix

Software Design Document

Software Design Life Cycle

Technical Specifications Document

User Requirements Specification

6.4 Documents Not Owned by TechPubs

Sometimes TechPubs is asked to update documents that are not owned by TechPubs. When this happens, verify whether the Technical Writer should be updating the document. For example, there are certain documents prepared by Fiscal Services or the Security team, and the Technical Writer inserts these updates, made by the owner, into required documents.

If the documents do not meet the following criteria, verify whether the Technical Writer needs to update the document.

The document is not all or part of any of the Master Guides

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7 Formatting and Stylizing Documents

The Technical Writer’s responsibility is to provide documents that have been scrubbed clean of formatting and mechanical errors.

When it comes to formatting documents, as the writer, your goals are to:

Understand and use styles

Know the difference between sheer formatting vs. styles

Be familiar with the Quick Styles Gallery in MS Word

Apply a style

Know the details about creating and using styles, and using the Styles pane

Change a style set or single style

Change a whole document

Change a style by example

Change a style using “Modify”

Create a new style

Delate a style

Clear styles

Apply a style to a document or template

What the formatting symbols mean

Your knowledge must also include publishing documents that are free from grammatical and mechanical errors. Using the most current version of Chicago Manual of Style (version 16 as of this publication) provides you with the latest development of how authors, editors, and publishers do their work.

Web based publications are written differently from manuals, guides, and technical papers. Different mechanical conventions apply, and there is a consideration for hyperlinks and navigation.

7.1 Tools and Software Used

7.1.1 Helpful Resources

Chicago Manual of Style

HTML, XHTML, and CSS Bible

HTML and CSS reference books

http://www.w3schools.com/

http://www.w3schools.com/

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Formatting with Styles

https://support.office.com/en-US/Article/Format-your-document-with-styles-db59b0b7-f730-

45d5-a4f1-d34ac25d4361

7.1.2 Essential Software

Adobe Pro

Adobe Photoshop

MS Office

MS Visio

SecureZip

SharePoint

EFTPS VPN

First Data VPN

JIRA

Confluence

https://support.office.com/en-US/Article/Format-your-document-with-styles-db59b0b7-f730-45d5-a4f1-d34ac25d4361

https://support.office.com/en-US/Article/Format-your-document-with-styles-db59b0b7-f730-45d5-a4f1-d34ac25d4361

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8 Administrative Support

There may be occasions when you are required to assist with administrative tasks. Your role as the technical writer is to provide customer service to internal and external clients. These tasks can include, but not be limited to:

Supporting the Technical Analyst for reporting

Develop documents and letters of correspondence to clients

Proofread

Edit

And other tasks as required