Documentation Specialist III

Navy Federal Credit Union-posted 8 months ago
Full-time
Remote • Vienna, VA
Credit Intermediation and Related Activities
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To support Navy Federal by researching operational processes to develop and maintain technical and non-technical reference materials. To participate in infrastructure upgrades, software implementations, and other Navy Federal projects to support the development and maintenance of intranet based manuals and Navy Federal Systems. Works independently. Uses discretion to modify work practices/processes. Serves as subject matter expert for most business functions, systems, policies and/or procedures. Mentors less experienced team members in the art of communication, negotiation, and change management. Perform complex/unusual tasks with significant impact and considerable latitude.

  • Ensure project deliverables are met in accordance with customers' expectations, timelines & budget constraints
  • Build and maintain relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)
  • Collaborate with project team members to ensure alignment with departmental efforts
  • Lead conduction of research and preparation of reference material
  • Contribute to learning and curriculum development by providing support in content design: storyboarding eLearning content, creating job aids, root cause/task analysis to report scope of performance support
  • Ensure effective management of projects from inception through implementation
  • Identify, communicate and resolve technical, tactical and operational project issues and risks
  • Interview business owners to determine task objectives, requirements and needs including complex intranet resources
  • Maintain documentation library to ensure currency of processes
  • Make recommendations on content requirements for search engine optimization (SEO) based on member experience, competitive research, and subject matter expertise
  • Participate on cross-functional training team to establish and maintain a community of practice
  • Provide training to end user in the use of electronic manuals and reference material
  • Review content requirements for initiatives and recommends to business owners processes to be completed in order to achieve their objectives and avoid gaps
  • Review proposed policy and procedure changes for technical adequacy, completeness, compliance to regulations
  • Administer and Develop eNet content
  • Conduct and/or facilitate user acceptance testing to include developing and executing test cases, communication with project teams, validating and documenting results
  • Ensure clear, concise and effective communication of material
  • Interact with various sub-teams to determine user requirements and specifications
  • Lead, guide and mentor less experienced staff
  • Manage client expectations up to and including all executive level leader
  • Recommend strategy for communications
  • Review intranet content to ensure consistency, accuracy, timeliness, relevance to corporate initiatives and adherence to branding guidelines
  • Serve on teams and task groups for projects/initiatives within the business unit &/or across the organization
  • Write online reference material, instructions and communications
  • Act as supervisor/manager in the incumbent's absence
  • Perform other duties as assigned
  • Ability to compile, organize and present information clearly and concisely
  • Experience in providing support and involvement in content design: storyboarding eLearning content, creating job aids, root cause/task analysis to report scope of performance support
  • Extensive experience in composing correspondence that adheres to grammar and Navy Federal writing style and standards
  • Extensive experience in managing multiple priorities independently and/or in a team environment to achieve goals
  • Extensive experience in researching, compiling, and documenting data, business processes, and workflow
  • Extensive experience in working and participating in cross-functional, multi-dimensional teams and projects
  • Significant experience in work which displays increasing levels of responsibility and/or authority
  • Significant experience in working with all levels of staff, management, stakeholders, vendors
  • Advanced knowledge of change management principles and practices
  • Expert knowledge of PC and web/internet based technologies e.g. HTML, trends/issues, management, editing/authoring tools and development
  • Advanced leading or managing multiple technical projects/tasks/teams
  • Advanced skill analyzing and organizing problems or work processes for technical solutions
  • Advanced skill identifying and analyzing business requirements and recommending solutions
  • Expert skill capturing and translating processes and requirements into easily understood terms
  • Expert skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
  • Expert skill researching and analyzing data, processes and trends
  • Basic skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
  • Bachelor's Degree in Communication Studies or the equivalent combination of training, education, and Experience
  • Working knowledge of Microsoft project and project management tools
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