Technical Writer

The ideal candidate will be responsible for creating and writing various types of user documentation, including how-to guides, manuals, references, or instructions. This candidate should have strong communication skills which enable them to explain complicated concepts in a simple manner. This individual will also meet with customer representatives frequently in order to understand required content.

REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Technology, Business or equivalent preferred.
• 1+ years Technical Support or Service Desk experience with focus on team dynamics/building.
• 1+ years experience working with Knowledgebases, Process Documentation and Technical Writing.
• 1+ years experience in Training Documentation or Training Development, and Creating Job Aides, Presentations, Content Development for Web-Based Training.
• Must have a strong sense of urgency with the ability to multi-task in a fast-paced environment.
• Excellent Communication skills (written and oral), customer service skills and Project Management skills.
• Ability to grasp complex technical concepts and make them easily understandable in text and pictures.
• Proven working experience in technical writing and of software documentation.
• Excellent problem-solving skills and organizational skills.
• Must have a proven track record of positive performance and reliability.
• Must be able to think "outside the box" to increase efficiency and improve effectiveness in executing responsibilities.
• Proficiency with MS Office Suite (includes Word, Excel, PowerPoint, Access, Visio, and Project).
• Able to perform in a team environment while maintaining a high degree of customer focus.
• Able to handle confidential information with absolute discretion.
• Highly motivated self-starter that can produce quality work, and complete assignments in a timely manner with little or no supervision.
• Adapts appropriately to various situations, coping with adverse or unusual circumstances and the changing needs of the company.

RESPONSIBILITIES:

• Develop and maintain relations with Knowledge, Quality and Training team, primary user groups and stakeholders.
• Work with internal teams to obtain an in-depth understanding of the item or service and the documentation requirements.
• Develop and maintain the information architecture as well as terminologies to ensure effective communication.
• Creating and maintaining or enhancing procedures, processes, and designs for a computer system.
• Creating frameworks, process maps, data flow diagrams (DFD), software architecture documents (SAD).
• Lead and Develop/Train new Authors, Reviewers, Publishers and implement standards for Documentation.
• Develop and monitor of performance standards set by the department to achieve effective documentation of processes, information accessibility and repeatability of work.
• Develop and implement documentation standards and serve as an SME for Knowledge tools utilization.
• Produce reports on a weekly, monthly, and quarterly basis. Reports will be designed and created according to the needs of the requester.
• Train primary user groups on standard tools and authoring processes.
• Responsible for research of the content on the Knowledge Management tool. This is the sole source of information that the Specialists and management, utilize to help internal Customers (retail and backstage personnel).
• Document departmental processes and standards for the Service Desk/Support Center audience.
• Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.
• Work with Trainers and SMEs in developing training materials (traditional and multimedia) and process documentation for Service Desk/Support Center through Job Aides, Training User Guides, Presentation Slides, and Web-based training content and design.
• Create tutorials to help end-users use a variety of applications.
• Flexibility with schedule to ensure availability for meetings, and any special project.
• Performs other work duties as assigned.

Experience required (in terms of # of years of experience needed):

• College Degree in Computer Science, Information Technology, Business or related field preferred.
• 1-2 years of Technical Writing or Documentation experience, required.
• 1-2 years experience with Knowledge Management tools.
• 1-2 years in IT or Tech Support, Service Desk or Customer Service experience, preferred.
• 1+ year experience in Training Development preferred.