You are an excellent and versatile writer who can organize and clarify information into easy-to-understand hierarchies of knowledge for technical and non-technical audiences. You will own the client’s product documentation function and be responsible for writing system-level and detailed descriptions of the client’s software products, administrative guides and end-user manuals. You will work closely with a variety of Subject Matter Experts from product management, software engineering and architecting, operations and service delivery teams, transforming complex ideas into logical component parts so that the end-user will readily understand the use of a feature, product or service precisely and accurately. Your high standard for work and written materials assures ‘word perfect’ copy and content.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Collaborate with our Engineering teams, Product Managers, Product Designers, Sales, Support, Marketing, and other groups to develop and deliver effective materials that support our products.
Write technical documentation, how-to-guides release notes, FAQs, user manuals, in-product messages that serve as the primary interface of how to use the company to the external world.
Clearly articulate user value while maintaining user objectives, in all documentation.
Ensure documentation shared with customers is accurate, current and of highest quality. In several cases, test
the documentation and report bugs/issues to relevant teams.
Define and manage timelines for documentation updates with every release (SaaS / On Premise)
Provide feedback to engineering and product teams on features shipped.
Work closely with internal development teams, subject matter experts, marketing, and the technical
communication team to understand user needs, timelines, formats and more.
Technical Capacity: Able to quickly learn product functionality & features; ask the questions needed to determine the relevant aspects of a technical product. You will ramp-up quickly, learning the technical details concerning how our software works and what problems it solves for our clients.
Communication Proficiency: Excellent phone etiquette; impeccable writing and speaking skills. Ability to listen and provide relevant information/feedback to prospects and clients
Efficiency: Planning ahead, managing time well, being on time, being cost conscious, thinking of better ways to do things.
Problem Solving/Analysis: accurately assess a situation and arrive at a positive solution; understand problems and effectively develop solutions.
Teamwork Orientation: ability to work amicably with fellow employees to achieve a common goal quickly and effectively.
• Initiative: Taking ownership of your work, doing what is needed without being asked, and following through.
Education, Experience & Other
BA/BS in English, Technical Writing, Computer Science, Information Systems or related field required, or equivalent work experience.
Minimum of 7 years’ experience, with 4+ years recently writing for software products at a Senior Technical Writer level and for a variety of audiences: system administrators, end users, developers and service delivery.
Proficient with agile software development tools such as Jira and Confluence experience with screen capture
software such as SnagIt or other screencast recording and editing software.
Exceptional ability to identify behavioral and knowledge gaps and develop documentation to address them
Experience working with Product, Sales/Marketing and/or Customer Support organizations.
Enthusiastic, highly organized self-starter who can work with limited supervision, thrives in an ambiguous environment and works well under aggressive schedules.
Knowledge of software development practices and tools.
Proven ability to quickly develop rapport with engineers and remote engineering teams.
Ability to identify and communicate risks before they affect project deadlines or deliverable quality.
There are no direct reports for this position.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to communicate through clear speech and writing. The employee will be required to sit before a computer, use computer equipment and office software, and use office equipment including the telephone. Internal and external meetings will require the employee to stand; walk; use hands. The job requires the ability to occasionally lift office/exhibit products and supplies up to 15 pounds.
Position Type and Expected Hours of Work
This is a full-time position. Hours of work and days are typically Monday through Friday, 8:30 a.m. to 5:30 p.m. Work may require communication/teleconference with offshore teams which will need the person in this role to be flexible for communicating with stakeholders in different time zones.
Minimum to none.
All USCIS requirements for Employment Eligibility Verification (I-9) must be met.
When applying, please note that you saw the job posted on the NOVA Job Board. If you need help with your resumé, please see a NOVA Career Advisor.