Technical Writer - remote

Job Description:

Technical Writer - 4

Position Summary:

The Technical Writer position is responsible for understanding, creating, and maintaining all user-facing documentation, training materials, and general communications for the client applications and other Customer Service efforts. The position will communicate and disseminate complex and technical information more easily to customers. Under general supervision of the Customer Services Team manager, this person will work closely with others to accomplish project objectives, or function independently to accomplish daily work requirements as a member of the Customer Services Team.

Objectives, priorities and deadlines are established in consultation with the department program area leaders, project managers, and the Customer Services Team manager.

Project Details:

This role will be working one day per week (or thereabouts) on internal client documentation for how-tos regarding software upgrades, redoing IT self-help guides, etc.

The rest of the time this position will work in conjunction with our other tech writer to create and maintain web content, user guides, knowledge based articles, and some communications, such as a monthly newsletter, all related to our data applications and processes.

Goals and Work Activities:

60% Create and Maintain End User Documentation

Provide documentation on the client webpages to explain the most up-to-date data submission guidance

Write and maintain knowledge base articles and webpage content

Collaborate with many internal client teams on software development, requirements, policies, and data submission best practices

Understand the data Ed-Fi Integration and the client applications

Recognize software or training issues impacting the client schools and determine documentation needs/gaps

Select appropriate medium for message or audience, such as manuals, videos, or e-learnings

Standardize content across platforms and media

Revise documents as new issues and updates arise

Create and communicate application release notes

Assess and address current documentation to improve user experience and understanding

20% Create and Maintain Training Materials

Work with trainer and other team members to develop new user training materials

Develop and maintain application training materials, including e-learning courses, user guides, and tutorials

Attend conferences to present, train, and support the client project systems, as needed

Collaborate with the Customer Services Team for team projects, training, and general understanding

Review presentation slides for grammatical and content accuracy

Co-create training video script content

15% Draft Mass and Targeted Communications

Work with subject matter experts on communication content

Draft communications to various audiences with different objectives

Work with internal stakeholders to review content and ensure accuracy

Send communications as needed

5% Professional Development and Other Duties as Assigned

Keep abreast of updates to applications and procedures

Participate in meetings and trainings, as appropriate, including participating in the client User Groups

Participate in related professional development activities

Maintain awareness of operating procedures, activities, and best practices of the team and division

Other duties as may be assigned

Required Skills:

Strong written and verbal communication skills

Experience performing external communications

Experience writing about a technical, software system

Required Technical Skills:

Ability to grasp technical concepts and communicate with product owners and subject matter experts

Must have proficiency with Google suite

Preferred Experience:

Experience working with education software systems at the school, district, or state levels

Understanding of application programming interface (API) technologies

Top Skills & Years of Experience:

At least 1 year of experience in the following:

Strong written and verbal communication skills and experience performing external communications

Ability to process and document a fundamental understanding of end-to-end customer experience integration and dependencies

Must have proficiency with Microsoft suite

Nice to have skills:

Understanding of application programming interface (API) technologies

Knowledge of data warehousing and reporting

Experience with Drupal webpage content management

Experience writing knowledge base articles

Additional details:

Ability to work well independently

Preparation and maintenance of documentation and training materials

Experience writing about a technical, software systems

Note :

Can work in office or be mostly remote but must be WI resident. Some in-person events required.

• In-person travel or work events will be minimal, likely only once per month at the most.