Senior Technical Writer

The Opportunity

What You'll Do

• • Create, maintain, and update comprehensive technical documentation including user guides, API documentation, process workflows, and troubleshooting guides
  • Develop documentation for multiple audiences: end-users, system administrators, developers, and support teams
  • Translate complex technical concepts into clear, accessible content for non-technical stakeholders
  • Design and implement documentation standards, style guides, and governance processes
  • Manage the complete documentation lifecycle from planning through publication and maintenance

• • Partner with cross-functional teams including developers, product managers, customer support, and subject matter experts
  • Conduct interviews with time-constrained SMEs to extract technical knowledge and requirements
  • Facilitate documentation reviews and gather feedback from internal teams and end-users
  • Work closely with development teams in Agile environments to document new features and system changes

• • Apply UX principles to create intuitive, user-friendly documentation experiences
  • Design information architecture and navigation systems for optimal content discoverability
  • Create visual aids including diagrams, flowcharts, screenshots, and process maps
  • Analyze user feedback and documentation metrics to continuously improve content quality and usability

• • Plan, prioritize, and manage multiple documentation projects simultaneously within tight deadlines
  • Coordinate documentation efforts across teams and ensure alignment with product releases
  • Establish and maintain documentation workflows and version control processes
  • Track documentation KPIs and report on content performance and user engagement

What You'll Bring

• • Strong understanding of IT concepts, software applications, and cloud services
  • Familiarity with IT service management (ITSM) frameworks, such as ITIL
  • Familiarity with IT operations and tools like Freshdesk, ServiceNow
  • Experience with at least basic software programming concepts, languages, and tools.
  • Willingness to learn new technologies and tools as the industry evolves

• • Excellent written communication skills with a focus on clarity and conciseness
  • Ability to tailor documentation to different audiences (end-users, administrators, developers)
  • Proficiency in gathering and synthesizing information from various sources
  • Ability to interview time-starved subject matter experts (SMEs) to extract information
  • Strong problem-solving abilities to understand complex systems and workflows
  • Capability to analyze user feedback and metrics to improve documentation quality
  • Skills in creating diagrams, flowcharts, and other visual aids to enhance understanding
  • Familiarity with training tools and learning patterns
  • Attention to detail for proofreading and editing documentation for accuracy and consistency
  • Ability to develop and follow documentation standards and style guides
  • Flexibility to adapt documentation strategies based on project needs and feedback
  • Ability to work collaboratively with cross-functional teams, including developers, product managers, and customer support
  • Strong interpersonal skills to facilitate communication among team members
  • Fluent writing and speaking in British/American English

• • Experience in planning, prioritizing, and managing documentation projects
  • Ability to work effectively within deadlines and handle multiple projects simultaneously

• • Experience with technical writing tools (e.g., MadCap Flare, Adobe RoboHelp, Confluence)
  • Familiarity with version control systems (e.g., Git) for collaborative documentation
  • Understanding of content management systems (CMS) for organizing and publishing documentation
  • Ability to manage documentation lifecycle and updates
  • Understanding of UX principles to create user-friendly documentation
  • Skills in creating intuitive n