Communication Specialist (Technical)

Sparksoft Corporation • Remote/Hybrid if local to Maryland, MD

6d • Remote

About The Position

Sparksoft is hiring a Communication Specialist to create and maintain user-facing content for a government program’s public website. The role focuses on clear, task-oriented communications that help users navigate an online system, complete tasks, and resolve issues without contacting support. The specialist learns the system’s roles, workflows, forms, and common errors, then uses customer-service insights to develop or improve content.

The position also drafts program communications and supports webinars and virtual learning events. Work is submitted through an established customer experience review process, with careful incorporation of reviewer feedback and version control. The specialist applies plain-language and style-guide standards, ensures content meets Section 508 accessibility requirements, occasionally creates accessible visual aids, tracks work in JIRA and Confluence, participates in agile ceremonies as assigned, and audits content for accuracy and currency. The role requires protecting sensitive information and following HIPAA and federal security standards. It is described as remote, with specific home-office and connectivity requirements.

Requirements

• At least 3 years of professional experience writing user-facing instructional, help, or support content for a software application or online system.
• Ability to learn a complex system and explain it clearly and accurately to non-technical users.
• Strong plain-language writing, grammar, and editing skills, including the ability to write concisely for the web.
• Working knowledge of Section 508 and WCAG 2.x accessibility requirements and demonstrated experience producing accessible web content, Word documents, and PDFs.
• Experience with accessibility practices such as proper heading structure, alternative text, meaningful link text, accessible tables, and color contrast.
• Experience working within a documented review and approval process and incorporating substantive feedback from multiple reviewers while maintaining quality and turnaround time.
• Proficiency in Microsoft 365 applications, including Word, Outlook, Teams, and SharePoint.
• Ability to manage multiple assignments with competing deadlines and work independently in a remote environment.
• Ability to pass a federal background check and obtain and maintain the required Public Trust clearance.
• Must have lived in the United States for at least 3 of the past 5 years.
• Must provide writing samples of user-facing support or instructional content with the application; at least one sample must demonstrate accessible formatting.
• Maintain a designated, distraction-free home workspace suitable for confidential call review, virtual meetings, and webinars.
• Have high-speed internet meeting minimum system requirements: 25/5 Mbps minimum, with 50/10 Mbps recommended if shared; hotspots and satellite internet are not recommended.
• Have a working webcam and headset for virtual meetings and webinars; Ethernet is preferred, and stable Wi-Fi is acceptable.
• Bachelor’s degree in English, Communications, Journalism, Technical Writing, Information Design, or a related field, or an equivalent combination of education and relevant experience.

Nice To Haves

• Experience with Cvent or a comparable event-management or webinar platform.
• Experience with Confluence and JIRA and with project teams using agile methodology and sprints.
• Experience applying an organizational style guide, such as HHS, GPO, AP, or Chicago, and federal plain-language guidelines.
• Experience using customer experience inputs such as call-driver data, chat transcripts, user feedback, or web analytics to prioritize and improve content.
• Ability to create simple, accessible infographics and visual aids using Canva, Adobe Express, Illustrator, or PowerPoint; a visual portfolio is welcome but not required.
• Familiarity with web content management systems and basic HTML.
• Experience using accessibility-checking tools such as Microsoft Accessibility Checker, Adobe Acrobat accessibility tools, ANDI, or axe.
• At least 1 year of experience in health care, health insurance, or health care licensing and credentialing.
• Experience serving HHS, HRSA, or another U.S. Federal Government program.
• A technical writing, content design, UX writing, or accessibility certification, such as IAAP CPACC or DHS Trusted Tester.

Responsibilities

• Write, edit, and maintain website content, including FAQs, Q&As, announcements, how-to pages, and customer experience content.
• Learn the program’s web-based system, including user roles, workflows, forms, and common error conditions, to create accurate, user-oriented content.
• Work with the Customer Service Center to identify common call drivers, review chat transcripts, and listen to recorded or live calls; use findings to create or revise content.
• Draft communications for users and stakeholders, including system-change notices, maintenance and outage announcements, policy or process updates, and event invitations.
• Coordinate webinars and virtual learning events, including scheduling, preparing and sending invitations and reminders through Cvent, monitoring registration, and supporting follow-up.
• Submit content through the established CX review process, incorporate reviewer feedback accurately and on schedule, and maintain version control.
• Apply the program’s style guide and plain-language principles, and ensure web pages, documents, and PDFs meet Section 508 accessibility requirements before review.
• Create occasional simple, accessible visual aids such as infographics, process diagrams, and one-page job aids, including text alternatives and accessible formatting.
• Track content requests and work in progress in JIRA; maintain drafts, documentation, and content inventories in Confluence; and participate in assigned agile ceremonies.
• Conduct periodic content audits to identify outdated, duplicative, or inaccurate pages and recommend updates.
• Protect sensitive information and uphold HIPAA and federal security standards.
• Participate in regular training, quality-assurance sessions, and process updates.
• Complete other duties as assigned by the Supervisor or Manager.

Benefits

• Competitive compensation
• 401(k) with employer contributions
• Flexible paid time off
• Hybrid ways of working
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• In-office experience designed to foster community and team connections
• Opportunities to give back through Sparksoft Cares and annual company-wide fundraising events
• Training and development programs
• Collaborative, transparent, and fun culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level