Technical Writer Senior

3 weeks ago

hyderabad, India RSM Delivery Center Private Limited (India) Full time

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Prepare, update, review and maintain diverse technical and technology related documentation. Create user guides, online help files, FAQs, What’s New documents, and videos. Ability to work quickly, efficiently, and prioritize work based on timeframe and importance. Write clearly and succinctly for multiple audiences using either formal or informal language. Use content management systems to manage the lifecycle of technical documentation, including draft, review, and publish phases. Work closely with those associated with a project and subject matter experts to draft, review, and publish final content.

Technical Documentation Duties

• Work with Project Managers, subject matter experts, Business Analysts, Software Developers, Quality Assurance Analysts, and other RSM personnel to gather input for documentation.

• Follow Information Technology Education Design services (ITEDs) Style Guide and RSM brand standards.

• Attend required project planning and working session meetings.

• Write and revise user guides and other required documents with Adobe Creative Cloud software products.

• Help other Technical Writers with large projects, based on turnaround time or subject complexity.

• Develop and revise online help files using Mad Cap Flare.

• Maintain and manage Mad Cap Flare projects both directly and with Mad Cap Central.

• Administer and maintain user access in Mad Cap Central.

• Upload and update documentation to the IT Learning Center.

• Create, edit, update, and suggest new nano-training (usually under two minutes) Camtasia videos.

• Create ServiceNow Knowledgebase (KB) articles for all documentation and link to the required documents.

• Knowledge maintenance: creating, updating, editing, publishing, following established standards for both system functions (example: Synonym List) and articles (example: KBentries).

• Manage, update, and add documentation to Microsoft Visual Studio (Azure DevOps).

• Administer MadCap Central online help files.

• Prepare a weekly status of projects for Technical Writer – Lead (or equivalent).

• Work with Project Managers to incorporate external documentation into RSM and the IT Learning Center environments.

• Review the IT Learning Center to look for and review out-of-date documentation and remove or update.

• Communicate with Technical Writer – Lead (or equivalent) on issues relating to individual projects.

ServiceNow Knowledge Management

• Review daily ServiceNow draft knowledge articles for article validity and correct formatting, and route valid knowledge articles to the appropriate approver. Audiences include Levels 1, 2,and 3 Support Center Representatives and end users.• Analyze daily ServiceNow Knowledgebase article spelling, add misspelled words to synonym list, and update Excel tracking spreadsheet.

• Knowledge maintenance: creating, updating, editing, publishing, following established standards for both system functions (example: Synonym List) and articles (example: KBentries).

• Create ServiceNow Knowledgebase (KB) articles for all documentation and link to the required documents.

• Revise out-of-date documentation, based on emailed requests.

• Review daily knowledge article spelling, add misspelled words to synonym list, and update Excel tracking spreadsheet.

• Create knowledge articles as directed by Technical Writer – Lead (or equivalent).

• Update knowledge article content as required as directed by the Technical Writer – Lead (or equivalent).

• Assist the Technical Writer – Lead in generating periodic reports.

People Management

• Guide and assist less-experienced technical writers with software, processes (will vary depending on team maturity), and documentation requests.

• Guide and assist less-experienced Technical Writers with document creation, storage, and lifecycle management.

Other Duties as Assigned

• Complete other assigned tasks as requested by Technical Writer - Lead.

EDUCATION

• Bachelor’s degree in related field or equivalent experience.

TECHNICAL SKILLS

• Proficient in MS Office products such as Word, Excel, PowerPoint and Visio.

• Background in online help authoring tools. MadCap software products are preferred.

• Knowledge of defect tracking processes and tools preferred.

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• Ability to work in a highly collaborative environment and consult effectively with employees at all levels

• Strong knowledge of basic, intermediate, and advanced business analysis techniques and strategies.

• Strong organizational and multi-tasking ability.

• Good communication skills both written and spoken.

• Ability to prioritize across many projects and deadlines.

• Strong attention to detail, motivation, and initiative.

EXPERIENCE

• Minimum of 5-7 years of technical writing experience working in a development environment.

• Knowledge of product management concepts and how enterprise software products are positioned and developed.

• Experience with ServiceNow, or similar service and delivery help desk software.

You want your next step to be the right one. You’ve worked hard to get where you are today. And now you’re ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you’ll move quickly along the learning curve and our clients will benefit from your fresh perspective.
Experience RSM. Experience the power of being understood.

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