Iron bow technologies is currently looking for a technical writer / documentation specialistThis position will be required to produce high-quality documentation that contributes to the overall success of our products and services, while working collaboratively with our staff.
The candidate must possess superb communication, writing, design graphics and other visual aidsIn addition, contribute to new content by creating strategic responses, demonstrating ability and desire to continually understand new technologies in a changing environment; analytical and problem-solving way of thought; overall resilient, flexible, with excellent time management skills and enthusiastic personalityCandidate will also be responsible for rolling out our knowledge base to the organization.
Essential duties and responsibilities:
Manage content development to support a complex, multi-channel member support team
Create and manage content for agent and user self-help
Creation of support documentation and knowledge base articles
Must possess business and technical knowledge to review workflow, documentation and user surveys, and analyze data to identify a solution to a business issue.
Apply project management skills to define and meet project milestones.
Communicate issues and risks in a timely manner.
Documentation of functional requirements.
Understanding of sharepoint
Creates and manages updates and revisions to product documentation
Works with technical experts to create and update technical process flows
Determines the clearest and most logical way to present information and instructions for greatest reader comprehension and writes and edits technical information accordingly
The technical writer will produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
Reads and analyzes complex and highly technical materials to create presentations for non-technical audiences
Evaluates document content for completeness, comprehensibility, flow, and compliance with program standards and customer requirements
Creates and updates standard operating procedures and work instructions for internal and external use
Creates and updates training documentation and user guides
Maintains the project documentation repository
Works with task leads to identify processes to be documented
Establishes and enforces style guidelines and standards for program documents
Evaluates and recommends revisions to program standards and guidelines
Analyze current documentation and recommends improvements
Researches and builds knowledge about products, technology, or concepts to be documented
Remains up-to-date on technological and product developments as well as universal technical writing
Qualifications (desired skills and experience):
Bachelor`s degree plus 4+ years of experience or additional equivalent experience in lieu of a degree (modified 9/27/21)
Excellent, clear, concise written, oral, and interpersonal communication skills.
Previous training experience in a contact center or operations team
Experience supporting tablet and/or 4g/5g issues a plus
Demonstrated ability to monitor and evaluate quality and performance management
Experience supporting telehealth technology desired
4+ years of experience creating, delivering, and maintaining training curriculums using instructional and learning methodologies
Ability to obtain and maintain public trust security clearance
Us citizen
This program requires covid vaccinationMust be able to show documentation of vaccination(s) during the onboarding process
Professional attributes:
Results focused
Problem solving/analytical and functional skills
Communication (verbal and written)
Excellent time management
Teamwork
Enthusiasm
Flexibility
Results focused
Organizational skills
Coaching/knowledge transfer ability
Influencing/negotiating
Product expertise
Iron bow technologies is a leading it solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clientsOur depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions iron bow to target the right solution to ensure your successful business outcomeWe partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.
Iron bow technologies is an equal opportunity/affirmative action employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
#li-tm1
