Research, design, develop, and write business process and troubleshooting documentation for Tier2 support. Working with Content Lead and subject matter experts, identify areas of greatest documentation need; update existing documentation, identify and link to partner-authored materials, and write new documentation as required. Validate documentation accuracy and usefulness with subject matter experts, and publish documentation using internal tools. Recommend improvements to documentation organization and templates, to optimize usefulness.
In addition to proven technical and business-process writing experience, the ideal candidate has strong journalistic instincts, experience writing content for Support agents and Engineers. We need this person to have a technical writing background so that they understand how software comes together.
Writing samples required.
- 3+ years of technical writing experience with business process documentation experience.
- Strong background in technology and software development. Working with business processes- being able to create and interpret flow charts.
- Fluent with modern software tools- good level of expertise with excel and content publishing tools (any SMC- robo help, mad cape flair, etc).
- Able to work with more junior workers.
- Good handle on Visio