The Technical Writer is responsible for the preparation of documentation to support the use of the software by customers and internal staff.
The position requires the writer to work with the various teams (Development, Technical Support and Services) to confirm understanding of the feature, report or utility to convey the purpose, function, and implementation considerations.
The writer prepares documentation to support service tickets, release notes, user manuals and work instructions per company guidelines.
Reporting Relationships and Key Interfaces:
The Technical Writer will report directly to the Manager Knowledge Center and interfaces directly with members of the Development and Services teams.
- Review and identify service tickets to be included in Release Notes. Update status, priority and disposition as required to assist Technical Support and Professional Services with ticket review and update with customers.
- Prepare and update release notes to be included in build package.
- Perform necessary verification of features and ensure demo environment is updated if applicable.
- Create/Update user manuals for all feature changes and updates included in build package.
- Create document templates for use by customers and internal staff.
- Create material to support Product Marketing communications of new features/functions.
- Maintain a process to control revision of documents from Master through Update through Release to Build Maintenance.
- Identify which documents will be available through SharePoint Site and the process for check in/out.
Required Skills and Capabilities:
EDUCATION AND EXPERIENCE
The position requires a post secondary degree, related certification or equivalent work experience. Equivalent experience would require three to five years in a comparable role.
Problems are diverse in scope and difficulty, requiring the use of judgment to analyze situations or data. As well, to be able to review identifiable factors within a framework of generally defined procedures and practices. The writer selects methods and techniques for obtaining solutions. The position requires the ability to work on many tasks at the same time. The writer receives no instructions on routine assignments and general instructions on new assignments.
- Excellent grammar and communication skills (written and verbal).
- Ability to write in a clear, concise manner to convey technical features appropriately based on audience.
- Strong interviewing and listening skills.
- Ability to assess usability of software during documentation.
- Intermediate knowledge of business processes and practices used by distributors and discrete manufacturers.
- Organization and time management skills. Able to work within timelines with limited supervision.
- Ability to work collaboratively with colleagues and customer staff to complete assigned activities.
- Able to use Microsoft office suite of products to support activities (i.e. Outlook, Word, Excel, PowerPoint).
- Intermediate knowledge of INDUSTRIOS modules and interfaces to accounting software.
- Intermediate knowledge of Framemaker.