· Overall Purpose
This position is responsible for planning, developing, and writing complex internal and external technical documentation for new and existing products. Responsibilities also include developing and improving technical documentation standards and processes and may also work with internal teams to create and document policies, procedures and forms for customer on-boarding.
o Meet with various technical and business project stakeholders and subject matter experts to gather the knowledge needed to create required internal and external technical documentation.
o Driving the process and understanding the scope of the project and the documents that need to be created.
o Facilitate development of standard internal business processes across disparate teams.
o Identify, organize and logically present the significantly complex information needs of project stakeholders by effectively analyzing and prioritizing information from multiple sources. Develop appropriate document work plans and manage the execution of those plans concurrently.
o Research and translate technical information into technical artifacts and/or web-based documents for non-technical and technical users. Artifacts include, but are not limited to: online help/knowledge bases, technical requirements documents, system and implementation guides, reference manuals, user guides, training materials, policies and procedures, and associated forms.
o Collect and revise content, create templates, format documents, resolve issues and verify the technical and functional accuracy of the documentation deliverables.
o Work with existing design templates and formats to achieve standardized look and feel of documents; maintain version control of documentation.
o Create technical diagrams to depict system structure, program logic and process flow.
o Develop, apply, maintain and continuously improve technical documentation best practices and standards.
o Support the company's commitment to protect the integrity and confidentiality of systems and data.
o Education and experience typically obtained through completion of a Bachelor's degree in Technical Writing, Computer Science, Management Information Systems or related field.
o Minimum of 7 or more years of experience developing technical documentation; writing and editing technical manuals, guides and/or training aids.
o Extensive experience managing large documentation project to completion.
o Expert ability in graphics and publishing software, including Madcap Flare (or Robohelp), MS Word, Visio in a fast-paced production environment.
o Experience with document repositories, including SharePoint and Confluence.
o Proven ability to work in a fast-paced environment, handling multiple priorities while meeting or exceeding deadlines.
o Excellent verbal and written communication and collaboration skills, with the ability to accurately and effectively proofread and edit documents.
o Ability to understand and effectively translate highly technical concepts and information into business and training materials.
o Must have a strong desire for quality, attention to detail, and an ability to take ownership of assigned projects.
o Ability to solve a wide range of complex problems related to creation and maintenance of documentation sets in creative and practical ways.
o High proficiency in software technology and a thorough understanding of technical writing.
o Fundamental knowledge of the business processes, systems and philosophy associated with high-performance technology companies.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.
o Experience with FrameMaker, Acrobat Pro, LiveCycle, Illustrator and SnagIt.
o Familiarity working in an Agile environment and with software project management applications such as JIRA.
o Additional related education and/or experience preferred.
Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.
Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.