Technical Writer
The Digital Experiences team is seeking a Technical Writer to join their team. This role involves collaborating with experts to develop articles, guides, and comprehensive documentation for company products and services. This individual contributor role will report into Digital experiences business unit and collaborate with Performance, Education, and Knowledge (PEAK) team to create technical product documentation
Key Responsibilities:
- Translate highly technical and complex information into easy-to-understand documentation for both technical and non-technical audiences
- Identify and interview subject matter experts, product managers, solutions architects, and engineers to gather technical information about our products and processes
- Create, update, and maintain a variety of content including installation and configuration guides, technical specifications, best practices, supportability, process enablement, technical blogs, and more
- Utilize access to experts, labs, and research to ensure the technical accuracy and usability of our content
- Use and improve development of templates, style guides, team process, and standards to maintain consistency across our content
- Review and edit content submitted by multiple collaborators across the organization for grammar, style, and formatting to ensure the content adheres to our content style guidelines
- Ramp up your skills in various tools such as WYSIWYG editors, DITA authoring tools, and ServiceNow
- Create structured content using DITA principals, ensuring adherence to established information architecture, content reuse, and organizational standards
- Maintain content for and manage multiple projects simultaneously, learn the products, and work as an integral part of the team
- Collaborate with Learning & Development to align documentation with training.
Experience:
- 5+ years of technical writing experience.
- Experience with collaboration tools such as Confluence/Jira, Google Suite, and Smartsheet
- Experience with DITA CCMS authoring – Heretto CCMS, ZoominCDP
- Experience with ServiceNow Knowledge and Community offerings
- Background in networking and/or data storage
- Familiarity with version control systems such a Git
- Understanding of XML, XML Schemas, and DITA Architecture
- Experience with Darwin Information Typing Architecture (DITA) environments including XML authoring tools, XML, XML Schemas, and Information Architecture
- Experience with Knowledge-Centered Services (KCS)
Qualifications:
- The right candidate is driven to deliver technical concepts as easy to understand and clear documentation for our users
- You will need to be self-motivated, highly organized, and have what it takes to challenge the status-quo
- You will leverage your skills and technical writing experiences to help build and maintain solutions in a growing Customer Experience (CX) organization that delivers incredible results
- BS degree or equivalent practical experience in writing, content creation, or communication
- Experience in technical writing of software, hardware, or related documentation
- Superior command of writing, editing, proofreading, and verbal communication skills
- Skilled at organizing and translating information into clear and concise written documentation for a global audience
- Excellent command of the English language
- Ability to deliver assignments and tasks through effective time management and clear communication
- Ability to work independently, but also able to collaborate with other writers and developers with a positive attitude
- Drive and passion to learn new technologies, process, methodologies, and applying those insights to iterative improvements
- Maintain agility in a fast-paced and growing environment
- Strong problem-solving skills and the ability to think critically and anticipate needs
- Enthusiasm for creating user-centric documentation
- Experience writing and editing in accord with a well-defined style guide
- Experience with document versioning and best practices
- Strong relationship building and listening skills
- Must be willing and able to work in an open office, team environment
- Basic knowledge of technical concepts and terminology is advantageous
- Education: Bachelor's degree or equivalent in writing, content creation, or communication.
Compensation: $60.00 - $82.39 per hour
ID#: 1354666