About the position
At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive. The Digital Services team operates with the guiding principles of trust and abundance. We are a team of empaths working in a global organization respecting differences in ability, experience, and ways of working. Celebrating diversity and inclusion is a core value of our team. This opportunity has a global reach and provides the chance to collaborate with peers in technical knowledge. You will work collaboratively with Digital Services, Global Services, Product Management, Product Engineering, Technology Services, and New Product Introduction teams to ensure that our users have quality knowledge content that leads them to self-service success. You will be responsible for leading, developing, and improving content production and publication.
Responsibilities
- Proven ability to help define and maintain brand voice.
- Establish writing policy, styles, and standard language for written documentation.
- Establish policy, styles, and best practices for video publication.
- Develop & maintain style guides.
- Advocate for the use of, and adherence to, the same.
- Apply styles, best practices, and content standards to ensure consistency, accuracy, brand awareness, and usability across video and text content repositories.
- Independently design, write, and publish product documentation and video for all products in the F5 product suite.
- Assist with application of best practices to F5 customer portals and web properties, focusing on consistency and enabling customer success.
- Work to precise deadlines determined by external factors such as product release cycles and security disclosures.
- Decipher complex technical data and transform it into usable documentation and videos for online presentation.
- Research existing content to fill content gaps and ensure consistent presentation of content.
- Build relationships with Product and Release Management teams in order to enable product support and the customer’s experience of new releases.
- Mentor and train staff in knowledge management tools, writing, video production and publishing practices.
- May supervise and delegate and supervise content production to junior or staff-level content specialists.
- Manage multiple assignments simultaneously.
- Lead, and execute on team projects such as new tool development, UAT of new systems, workflows, and continuous process improvement.
- Use a combination of empathy, logic, hard data, direct feedback to inform decision making.
- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
Requirements
- Significant demonstrated experience in one of the two following fields, and moderate experience in the remaining field: Text based content production (editing, writing, journalism, social media) and Video content production for web publication.
- Significant experience with content management and publishing/delivery systems (SalesForce Knowledge, Adobe AEM, Marketo, Outlook, Sharepoint).
- Demonstrated experience with content creation systems such as Dreamweaver, InDesign, etc.
- Moderate knowledge of editing HTML source code.
- Experience with collaboration and project management platforms a plus (Jira, Confluence, Lucid, A-ha, etc).
- Experience scripting and story boarding videos documenting technical procedures, and/or personal interviews and voxpop segments.
- Content creation including screen capture of product UI, audio recording and narration, and end to end editing for online publication (Adobe Premiere, Camtasia, DaVinci, Captivate, iMovie, After Effects, etc.).
- Publication and content management of video assets in tools such as YouTube & Stream.
- Experience publishing content through secondary systems such as Reddit, Twitter (X), BlueSky, LinkedIn, and community forums.
Nice-to-haves
- Showcase 8+ years of combined technical writing and/or video production experience in a highly technical industry such as software or hardware.
- Hold a 4-year degree in communications field: English, Journalism, Graphic Design, Video Production or equivalent experience.
- Experience with Knowledge Centered Service (KCS®) and KCS coaching.
- KCS Fundamentals or v6 Practices certification desirable.
- Self-starter, resourceful, able to work independently or in a collaborative environment.
- Strong interpersonal and presentation skills, both oral and written.
- Ability to work in a global team across all geographies respecting differences in culture, experience, and ways of working.
- Constantly advocate for documentation practices and UX improvements aimed at increasing inclusivity & accessibility and respecting & elevating diversity.
- Aggressively highlight existing shortcomings, gaps, and opportunities to raise the bar.
- Experience with user survey design and feedback systems a plus (Qualtrics, Gainsight, Medallia, etc).
- Strong time management skills.
- Scope long term projects and manage time & resources to deliver on projected deadlines.
Benefits
- The annual base pay for this position is: $121,362.00 - $182,042.00.
- Incentive compensation, bonus, restricted stock units, and benefits.
