Job Description
Job DescriptionDescription:
Position title: Technical Writer
Reports to: Project Management Office (PMO) Supervisor
FLSA status: Non-Exempt
Position Summary
The Technical Writer is a key contributor to the preparation, delivery, maintenance, and expansion of a variety of documentation for both technical and non-technical audiences working for or with Your Health Idaho. The technical writer oversees both internal and external knowledge base content, customer support center decision trees, user manuals, functional and technical specifications and API documentation with content targeted toward a variety of audiences. The technical writer will work in close partnership with cross-functional SME’s and stakeholders to identify gaps, draft useful content, manage review and approvals, while also proposing and implementing improvements to content and content structure. The ideal candidate will have a deep understanding of information design principles and be committed to staying current with emerging documentation tools, technologies, and best practices to drive continuous improvement.
Responsibilities (Position may include additional functions not listed)
? Delivers and maintains accurate, relevant, and user-friendly internal and external knowledge base content using a variety of delivery methods such as articles, procedures, process flows, and release notes.
? Monitors and supports regular reviews of content across documented areas.
? Creates and maintains customer support center decision trees, system user manual, technical specifications and API documentation.
? Reviews knowledge base metrics related to usage and article ratings/feedback.
? Ensures knowledge base structure and guidelines are being adhered to.
? Manages requests from internal customers including understanding new features, workstreams and process changes while managing multiple priorities.
? Implements knowledge base standards and governance for content development and maintenance.
? Works with Customer Support center to identify areas to improve the consumer experience and develop content that drives user engagement and decreases average handle time.
? Works with internal teams to develop and publish all necessary articles for new technology releases, including pre-release impact summaries.
? Works with cross-functional teams to identify and create missing articles and resources.
? Works closely with cross-functional teams to ensure policy and process changes are delivered on time in a clear, concise manner.
? Builds relationships with internal customers and uses feedback to drive simplicity and usability within the knowledge base.
? Finds opportunities to address complex problems through content.
? Leads and facilitates meetings and provides updates to management on workload, goal progress, and barriers.
? Keeps current on best practices in information delivery and follow emerging trends that could provide opportunities for organizational improvements.
?Performs other duties as assigned.
Qualifications (Required knowledge, skills, abilities, education, experience, etc.)
? Bachelor’s degree in English preferred or equivalent through professional experience
? 1-3 years of content management, preferably with experience supporting a customer service center or customer facing knowledge base
?1-year of project management experience preferred
?Strong research and writing skills as well as familiarity with technical writing tone and style
?Proven ability to build productive relationships with internal and external customers
?Excellent written and verbal interpersonal skills
?Comfort and proficiency with authoring software as well as HTML and CSS
?Proficient in data analysis and data-based decision-making
?Able to embrace ambiguity and exercise editorial judgement
?Ability to work independently in a dynamic environment
?Excellent time management skills
?High level of business insight
?Ability to translate complex processes into simple and engaging language
?Clear track record of helping customers/partners/clients achieve and evolve business results
?Proven skills and success in process improvement design and workflow analysis
Requirements: