Job Description :
The Technical Writer develops and maintains user and technical documentation and project process documentation for Application Teams. Technical Writer understands the user’s view of applications and/or technology and is able to put procedures in a logical sequence. The experienced Technical Writer provides expertise on technical concepts of applications and /or user groups and structuring procedures in a logical sequence, due to a broad understanding of the applications within their Tower. Role Description: • Reviews and approves procedures for use of on-line documentation tools as appropriate. • Identifies business and technical documentation needs not currently addressed. • Manages Technical Writer. • Owns documentation libraries and subscription lists. • Promotes the need for developing and using standard documentation for all processes within the organization. • Performs detailed reviews of interim and final tasks as appropriate. • Oversees processing of service requests. • Manages, deploys, and schedules Technical Writer activities. • Develops and manages short and long-term documentation plans and schedules. • Understands work requests/needs within Application Teams • Manages the accomplishment of delivery metrics in support of contractual obligations in the areas of service delivery, on time performance. • Works with Team Leads and Group Leads to set documentation goals. • Reviews and prioritizes documentation service requests. • Determines procedures for use of on-line documentation tools and version control documentation as appropriate. • Assists or guides other Technical Writer as needed to develop and maintain user and technical documentation for their assigned applications. • Educates both business and technical groups on the essential need for developing and using standard documentation for all processes. • Organizes and prepares work effectively to facilitate proactive resolution of problems, rather than reactive. • Researches problems before approaching Lead Technical Writer or Team Lead for assistance. • Assists the Application Team Lead in monitoring budget by providing estimated-time- to-complete and actuals for assigned tasks. • Identifies and makes recommendations around documentation and templates needed by the Application Teams. • Works with users and other State personnel to ensure that the solutions meet State business requirements. • Identifies and initiates continuous improvement opportunities. • Directs the development of accurate estimates for documentation requests/activities as required • Develops options and recommendations to assist documentation team members in resolving issues. • Leads efforts in developing and facilitating implementation of the Documentation team goals and metrics. • Develops workable, practical, measurable work plans defining activities, schedules and tasks with Team Leads and the Lead Technical Writer • Reviews and understands the Application Teams work plan. • Anticipates and resolves issues specific to the team. • Determines time estimates and schedule for own work and resolve issues in a timely manner. • Identifies and tracks issues, risks and action items. • Develops, enhances, and maintains user documentation for multiple applications including documentation required for the operations provider. • Develops on-line source documentation as appropriate. • Maintains documentation libraries and subscription lists. • Identifies, creates, revises, and maintains documentation and templates needed by the Application Teams. • Ensures appropriate control access/use of documentation materials. • Maintains application and user documentation. • Ensures messages and terminology is consistent across all written materials. • Researches and completes documentation service requests. • Communicates and works with customers and other Client Telecommunications personnel as necessary. • Works with Application Team members to enhance their understanding of end-user and technical documentation. • Communicates accurate and useful status updates. • Manages and reports time spent on all work activities. • Follows quality standards. • Able to work in a team environment • Completes assigned tasks. • Strong communication skills; both written and spoken Knowledge and Experience Required: Advanced MS Word Creating and writing technical training manuals Nice to have but not required: MS Dynamics CRM Developing and writing test cases Understanding of business process flow diagrams

Required/Desired Skills




Required /Desired













Skill

Required /Desired

Amount

of Experience









Developing, enhancing, and maintaining technical documentation

Required

5

Years






4 year college degree or equivalent technical study

Highly desired










Advanced MS Word Experiance

Required

5

Years






Experience creating and writing technical training manuals

Required

5

Years






Experience with MS Dynamics CRM

Nice to have










Experience Developing and writing test cases

Nice to have










Understanding of business process flow diagrams

Nice to have