Technical Writer

Job Description:

The consultants will engage with Customer Service leadership, project managers, training specialists, subject matter experts (SMEs), and end-users to gather accurate information and ensure documentation reflects processes and procedures accurately. They will create clear, comprehensive, and user-friendly documentation/media, including:

User manuals and operational guides (e.g., user guides, quick reference guides)

Training materials (e.g., brochures, presentations)

Standard Operating Procedures (SOPs) for maintenance and troubleshooting

Instructional Videos

The consultants will be expected to leverage industry best practices in technical writing and use documentation and video production tools to produce high-quality, professional documentation/media tailored to the organization s needs.

Creates documentation, including standard operating procedures, quick reference guides, user guides, training manuals, brochures, after-action reports, and instructional videos. Determines the clearest and most logical way to present information and/or instructions for greatest reader comprehension and writes and edits technical documentation accordingly. Proofread prepared documents to ensure adherence to grammatical and formatting standards. Elicits documentation from the Customer Service Department to be stored in the Customer Service Technical Documentation Repository, formats and uploads documentation to the Customer Service Technical Documentation Repository and Comprehensive Repository. Media content and textual information for videos will be elicited from the video requestor, formatted, and developed in alignment with the requestor s needs, compliant with accessibility and quality standards, and saved to Microsoft Stream.