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Technical Writer

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Our top F500 financial services client is looking for a strong Technical Writer to manage and implement the complete Knowledge Management process for the brokerage call center environment.

Partnering with subject matter experts, project managers, and Learning & Development team members, the Technical Writer develops and implements the communications strategy to address technical documentation needs related to Knowledge Management.

The Technical Writer is responsible for the design and development of standards and guidelines for call center training materials, quick reference guides, job aids and other content made available in printed and online format in InfoMAX (Documentum Content Management System) and SharePoint 2013 (collaboration environment). He/she analyzes, recommends and documents technical and business procedures and best practices; and identifies process gaps and offers alternative solutions for those Knowledge Management gaps. He/she actively participates in developing documentation strategy policy and guidelines for InfoMAX publishing and SharePoint 2013 and is responsible for maintaining and governing these environments for the Client Contact Center.

The Client Contact Center is a world class client contact center delivering exceptional client experiences with engaged team members who own the quality of every client interaction. Its leadership team works collaboratively to develop and execute the organizational strategy to increase team member engagement, improve the client experience, drive operational efficiency and accelerate its sales focus.

The Technical Writer will be part of the Client Contact Center’s Business Planning and Administration team, directly managing and addressing the Knowledge Management needs of frontline team members and their managers. He/she will report directly to the Strategy Consultant on the team and partner closely with the Communications Consultant who serves as the editor of an operational newsletter for frontline team members, and publishes online content.

Successful candidates should be able to develop process documentation, conduct research and reconcile conflicting information, facilitate and establish and manage review cycles, write and copyedit complex material.

Key tasks for this role may include:
- Manage and implement the complete Knowledge Management process (Produce, Publish, Monitor, Improve, and Decommission).
- Work with Subject Matter Experts to prepare contact center resource information, review and edits content, and direct publishing on InfoMAX and in SharePoint 2013 environments.
- Create standards, guidelines and templates for publishing Quick Reference Guides, Job Aids and other content on InfoMAX and SharePoint 2013.
- Manage governance of InfoMAX and SharePoint 2013 environments and provide guidance to site owners, administrators and publishers.
- Maintain communication routines with SMEs/process owners.
- Maintain Knowledge Management tools including the Knowledge Map, taxonomy, checklists and KM Guides.
- Refine existing navigation tools and develops new user navigation tools (landing pages, table of contents etc.).
- Develop content utilization reports.
- Gather user feedback through a variety of methods (workshop, survey, observation, interviews).
- Aggregate and analyze feedback and reports for content improvement and remediation.
- Collaborate and coordinate with TOG on platform development and related WBR initiatives and Communications teams.

Basic Qualifications:
5+ years technical documentation and publication experience

Minimum Qualifications:

- Excellent client service skills
Demonstrated strong sense of urgency
- Excellent working relationships with business partners
- Strong proficiency in MS Office

Preferred Qualifications:
- Contact Center and/or Financial Services experience
- Bachelor’s degree in English, Journalism, Communications or Business
- Instructional design and/or process documentation experience
- Experience with SharePoint 2013 administration
- InfoMAX publishing (Documentum Content Management System) and/or basic HTML knowledge
- UX or design experience

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