Candidate: An ideal candidate has the following:
● 2+ years of experience in a Technical Writer role
● A strong desire to grow in technical knowledge and written skills
● Exceptional written English skills and work ethic
● A strong intellectual curiosity with experience writing knowledge base articles
● Bachelors or Associates degree in technical writing, English, communications, computer science, literature (a degree in a related field or writing/communication certifications is also acceptable)
● The ability to understand and clearly communicate complex technical processes to a wide range of employees in both verbal and written form
● The skill to eectively present information with visual elements (e.g. charts, annotated screenshots, infographics) following written and visual style guides
● Motivation to work independently and with a global team
● An acute attention to detail to review and maintain documentation standards
● A creative approach in a fast-paced environment
● The ability to travel to the United States (US) regional oces as needed
● Experience documenting and troubleshooting some or all of the following systems: ○ mac OS, Windows, Zendesk, Snagit, Vo IP, Confluence, Jira, Google Workspace, Zoom, Slack, Okta, Jamf, Meraki
Even better (but not required) is experience in the following areas:
● Creating video tutorials (e.g. Final Cut Pro/i Movie/mmhmm)
● Linux use and documentation
Project management Position Expectations:
● Create, migrate, and update internal documentation in Zendesk Guide to a consistent standard as defined in an internal documentation style guide
● Develop clear and precise documentation which is easily discoverable and accessible to specific target audiences
● Publish documentation for any new system, product, or feature that IT deploys across the organization
● Capture and present visual elements as defined in a branding/visual style guide to more eectively translate information (e.g. charts, annotated screenshots, infographics, animated GIFs)
● Provide a strong technical voice in self-service resources for employees
● Ensure content quality and consistency through performance analysis
● Utilize ticket and article metrics to identify gaps and/or processes which need improvement
● Customer Service - an unparalleled customer experience is key, combining uplifting interactions with technical documentation and easy-to-follow guides
● Communication - successfully communicate team challenges and support solutions, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences
● Research - collect and analyze feedback from both our internal employees as well as our systems to better understand pain points and how to leverage documentation to solve those problems
