Technical Writer
About The Position
Responsible for maintaining content in the knowledge management system (KMS). This includes creating and updating documentation, responding to customer feedback and requests for documentation updates, analyzing content for appropriate solutions and supporting auditing initiatives to support the documentation lifecycle. Develop and maintain content in the KMS for Service Operations to enhance the overall efficiency of operational procedures, methods, controls, and performance. Conduct front-end analysis and determine design requirements for content in the KMS. Support audit activities related to content and permissions in the KMS. Interface with subject matter experts to improve quality of content in the KMS. Support usability studies/user forums and compile data into reports for management. Respond to customer feedback and inquiries regarding documentation. Support documentation development and updates in the KMS for special projects.
Requirements
- Effective verbal, written communication, and interpersonal skills.
- Ability to work independently or in a team environment and interact with all levels of the organization.
- Effective analytical and problem-solving skills to identify, evaluate, recommend, and implement changes to processes and procedures to address problems and improve departmental effectiveness.
- Organizational skills and ability to prioritize. Must be able to coordinate multiple activities with varying timelines.
- Proficient in Microsoft Office suite.
- Ability to develop and maintain effective working relationships.
- Two (2) years of experience in a related field if required.
Nice To Haves
- Bachelor’s Degree in a related field preferred.
- Customer service experience preferred.
- Two (2) or more years in a technical writer position
Responsibilities
- Maintaining content in the knowledge management system (KMS)
- Creating and updating documentation
- Responding to customer feedback and requests for documentation updates
- Analyzing content for appropriate solutions
- Supporting auditing initiatives to support the documentation lifecycle
- Developing and maintaining content in the KMS for Service Operations
- Conducting front-end analysis and determine design requirements for content in the KMS
- Supporting audit activities related to content and permissions in the KMS
- Interfacing with subject matter experts to improve quality of content in the KMS
- Supporting usability studies/user forums and compile data into reports for management
- Responding to customer feedback and inquiries regarding documentation
- Supporting documentation development and updates in the KMS for special projects
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What This Job Offers
Job Type
Full-time
