Job Descriptions

Job purpose/summary

This role will successfully define and create documents for product management, engineering, software operations, and other cross-functional groups as needed. In addition to these duties, this role will also assist in process batch record writing and training. This role requires the ability to work on multiple projects simultaneously and produce results within a deadline, and to work both independently and in a team environment.

Duties and responsibilities

The ideal candidate will be responsible for:

• Writing easy to understand text for design documents, user guides, operational support plans, and other technical documentation
• Providing both technical writing and project management support to create, track, and manage content tasks
• Developing clear, concise technical instructions based on engineering technical specifications and service documents in the structured development platform
• Producing high-quality documentation that is appropriate for its intended audience and can be used in service introduction and knowledge transfer activities
• Writing enterprise, system-level documentation including design documents, Installation build guides, release notes, and online user help
• Developing comprehensive documentation for customer-facing user manuals, training materials, and external documentation
• Providing comprehensive technical writing support to assist the program lead to maintain all program documentation
• Maintaining a flexible work schedule that allows for the addition of new assignments and modification of existing deadlines to ensure timely delivery of quality documentation

Competencies

The ideal candidate will demonstrate competencies in the following areas:

• Gathering necessary information from program personnel, employees, and applicable policy, regulations, and best practices to support the business in developing, writing, formatting, and editing technical and non-technical information for reports, manuals, procedures, processes, briefs, and other forms of documentation
• Working subject matter experts, service, and technical support throughout the product development lifecycle to design, plan, and developing a wide range of technical and ending user information products
• Employing effective methods of organizing and presenting complex project information and technical content to different target audiences
• Identifying new ways to improve the customer experience as it relates to their integration and operation of our products and services
• Following current content development procedures, global standards, and processes as necessary to ensure deliverable meets or exceeding client expectations
• Building product knowledge for use in developing clear and concise technical documents
• Interpreting engineering and maintenance drawings, operational procedures to understand and blending large quantities of computer-related information
• Knowledge Management Systems
• Business Process improvements
• IT Service Management
• Process Management
• Quality Management System
• IT Asset Management
• Content Management System
• Time Management
• Business Process Changes
• Technology Management
• IT Risk Management
• Information Technology Infrastructure Library
• Change Management
• Information Management
• Organizational Change Management

Tools and technologies

• Web-based Software
• Embedded Services
• Microsoft Applications
• Microsoft Access
• Microsoft Project
• Microsoft SQL Server
• Microsoft Windows
• Microsoft Visual Studio Team Services
• Microsoft Excel
• Microsoft Suite
• Adobe Creative Cloud
• Microsoft Office
• Microsoft PowerPoint
• Open-Source software
• Microsoft Word
• Adobe Creative Suite
• Microsoft Outlook

Reporting relationship

To be completed by the user of this job description as appropriate

Direct reports (if appropriate)

To be completed by the user of this job description as appropriate

Qualifications

Education

To be completed by the user of this job description as appropriate

Certifications

To be completed by the user of this job description as appropriate

Other relevant qualifications

To be completed by the user of this job description as appropriate

Key Attributes

To be completed by the user of this job description as appropriate

Experience

To be completed by the user of this job description as appropriate

Working conditions (if required)

If the job requires a person to work in special working conditions this should be stated in the job description. Special working conditions cover a range of circumstances from regular evening and weekend work, shift work, working outdoors, working with challenging clients, and so forth.

Physical requirements (if appropriate)

If the job is physically demanding, this should be stated in the job description. A physically demanding job is one where the incumbent is required to stand for extended periods, lift heavy objects regularly, do repetitive tasks with few breaks, and so forth.