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Technical Writer
3 months ago
Title: Technical Writer
Location: Santa Clara, CA (Onsite)
Job Description:
We are seeking a Technical Writer to join our team. This role involves collaborating with experts to develop articles, guides, and comprehensive documentation. You will report to the Performance, Education, and Knowledge (PEAK) team within the global Customer Experience (CX) organization.
Key Responsibilities:
- Gather technical information from experts and simplify complex details.
- Develop and maintain guides, specifications, best practices, support content, and more.
- Ensure technical accuracy and usability of content through research and labs.
- Establish and maintain templates, style guides, and standards.
- Review and edit content for grammar, style, and formatting.
- Provide support using WYSIWYG editors, XML Authoring (DITA), and ServiceNow.
- Manage multiple projects and collaborate effectively with the team.
- Create structured content and manage version control within a DITA ecosystem.
- Troubleshoot and resolve DITA-related technical issues.
- Train colleagues on DITA best practices and tools.
- Collaborate with Learning & Development to align documentation with training.
Education:
- Bachelor’s degree or equivalent in writing, content creation, or communication.
Experience:
- 5+ years of technical writing experience.
- Exceptional writing, editing, and verbal communication skills.
- Experience with document formatting tools like WYSIWYG, HTML, and DITA.
- Proficiency with DITA environments and XML authoring tools.
- Strong project management and time management skills.
- Ability to work independently and as part of a team.
- Preferred Qualifications:
- Experience with Confluence/Jira, Google Suite, and Smartsheet.
- Experience with ServiceNow, Heretto CCMS, and Zoomin CDP.
- Background in networking/data storage.
- Experience with Knowledge-Centered Services (KCS).
Resource will play a crucial role in supporting our Knowledge Architect and the broader team by:
o Assisting with the cleanup and maturation of content within the DITA framework.
o Managing the influx of content requests to ensure timely and accurate documentation.
o Performing content audits and updates to align with our new structured content standards.
o Supporting ongoing post-conversion activities to maintain and improve the quality of our documentation.
