Technical Writer Specialist - Hybrid

Northwestern Mutual

3d • Hybrid

About The Position

Primary Duties and Responsibilities Creating and revising technical documentation in a web-based knowledge repository using defined standards and templates. Evaluating and analyzing multiple content sources and synthesizing into a single document. Converting large manuals or documents into smaller content segments for manageability and consumption. Organizing content based on audience needs and expectations and making recommendations based on end-users job experience and tasks. Designing visuals including graphic illustrations, charts, and tables to supplement and clarify content. Working closely with subject matter experts to elicit job knowledge and tacit knowledge and codify into job-based reference materials. Editing and reviewing content submissions from subject matter experts and providing feedback. Researching requests for new content to determine whether documentation already exists and whether revisions are needed to accommodate additional needs. Assisting team on projects related to promotion, adoption, and usage of knowledge management portal. Qualifications Bachelor degree in Communications, Technical Writing, English, or Business Management or equivalent professional experience. A minimum of 2 years business experience as a technical writer. Excellent oral and written communication skills required. Ability to work independently on assignments and manage multiple projects simultaneously and deliver within scope and on time. Preferred qualifications: 1-2 years specific experience documenting customer service reference materials and contact center processes and/or experience with medical documentation. 3-5 years as a corporate technical writer for task or process-based job knowledge Skills You Have (NM Behaviors) Customer Centricity (NM) - Applies a customer first mindset to design and continuously improve solutions, systems, processes, and services that support enterprise strategy, impact critical business outcomes, and drive organizational success. Learning Agility & Critical Thinking (NM) - Pursues learning and obtains knowledge continuously in relevant fields, methods, or technologies in current and future practices; continuously utilizes critical thinking to identify opportunities, execute solutions, and measure impact to constantly improve existing practices and processes based on feedback, lessons learned, and market trends. Analytical Thinking (NM) - Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes. Adaptive Communication (NM) - Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences. User-Centered Design Process (NM) - Designs products, services, and experiences that are tailored to the needs, preferences, and behaviors of the end-user. Process Improvement (NM) - Assesses the current processes and impact to analyze, design, and manage potential improvement areas for more efficient, effective workflow. Stakeholder Relationship (NM) - Organizes, influences, monitors, and improves relationships with key stakeholders; systematically identifies stakeholders and analyzes their needs and expectations to support in planning and decision making while implementing various tasks to engage with them.

Requirements

• Bachelor degree in Communications, Technical Writing, English, or Business Management or equivalent professional experience.
• A minimum of 2 years business experience as a technical writer.
• Excellent oral and written communication skills required.
• Ability to work independently on assignments and manage multiple projects simultaneously and deliver within scope and on time.
• Customer Centricity (NM) - Applies a customer first mindset to design and continuously improve solutions, systems, processes, and services that support enterprise strategy, impact critical business outcomes, and drive organizational success.
• Learning Agility & Critical Thinking (NM) - Pursues learning and obtains knowledge continuously in relevant fields, methods, or technologies in current and future practices; continuously utilizes critical thinking to identify opportunities, execute solutions, and measure impact to constantly improve existing practices and processes based on feedback, lessons learned, and market trends.
• Analytical Thinking (NM) - Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes.
• Adaptive Communication (NM) - Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences.
• User-Centered Design Process (NM) - Designs products, services, and experiences that are tailored to the needs, preferences, and behaviors of the end-user.
• Process Improvement (NM) - Assesses the current processes and impact to analyze, design, and manage potential improvement areas for more efficient, effective workflow.
• Stakeholder Relationship (NM) - Organizes, influences, monitors, and improves relationships with key stakeholders; systematically identifies stakeholders and analyzes their needs and expectations to support in planning and decision making while implementing various tasks to engage with them.

Nice To Haves

• 1-2 years specific experience documenting customer service reference materials and contact center processes and/or experience with medical documentation.
• 3-5 years as a corporate technical writer for task or process-based job knowledge

Responsibilities

• Creating and revising technical documentation in a web-based knowledge repository using defined standards and templates.
• Evaluating and analyzing multiple content sources and synthesizing into a single document.
• Converting large manuals or documents into smaller content segments for manageability and consumption.
• Organizing content based on audience needs and expectations and making recommendations based on end-users job experience and tasks.
• Designing visuals including graphic illustrations, charts, and tables to supplement and clarify content.
• Working closely with subject matter experts to elicit job knowledge and tacit knowledge and codify into job-based reference materials.
• Editing and reviewing content submissions from subject matter experts and providing feedback.
• Researching requests for new content to determine whether documentation already exists and whether revisions are needed to accommodate additional needs.
• Assisting team on projects related to promotion, adoption, and usage of knowledge management portal.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees