Senior User Assistance Manager

4 weeks ago

bangalore, India Oracle Full time
Lead and manage a team of technical writers responsible for creating and maintaining technical documentation, including user guides, API documentation, release notes, and knowledge base articles, for our IAM platform. Define and implement documentation standards, guidelines, and best practices to ensure consistency, quality, and accuracy across all documentation deliverables. Collaborate closely with cross-functional teams, including Product Management, Engineering, Customer Support, and Quality Assurance, to gather technical information and insights for documentation purposes. Develop and maintain documentation project plans, schedules, and resource allocation to meet deadlines and deliver documentation milestones in alignment with product release cycles. Conduct regular reviews and audits of existing documentation to identify areas for improvement, updates, and enhancements based on customer feedback, product updates, and industry best practices. Serve as a subject matter expert (SME) on IAM concepts, features, and functionality, providing guidance and support to the technical documentation team and other stakeholders. Stay current with industry trends, emerging technologies, and regulatory requirements related to IAM and security documentation practices.

Career Level - M3

Translates organizational goals to specific operational objectives and plans for the team and ensures they are achieved. Manages a mid-size team responsible for supporting user assistance requirements of 1 to 2 products and technology areas. Fosters collaboration with internal stakeholders. Develops project plans and work schedules to ensure timely development of user assistance assets. Ensures adherence to Company processes, procedures and compliance concerning the organization. Ensures that objectives and medium-scale projects are completed on schedule and within budget. Ensures quality and applicability of user assistance assets. May interact with senior management on key initiatives. Adjusts work activities based on strategic priorities. Drives innovation and forward thinking activities. Can effectively communicate at all levels of the organization. Assists with solving difficult problems creatively. Looks for and drives improvements that would aid the entire organization

Responsibilities

Lead and manage a team of technical writers responsible for creating and maintaining technical documentation, including user guides, API documentation, release notes, and knowledge base articles, for our IAM platform. Define and implement documentation standards, guidelines, and best practices to ensure consistency, quality, and accuracy across all documentation deliverables. Collaborate closely with cross-functional teams, including Product Management, Engineering, Customer Support, and Quality Assurance, to gather technical information and insights for documentation purposes. Develop and maintain documentation project plans, schedules, and resource allocation to meet deadlines and deliver documentation milestones in alignment with product release cycles. Conduct regular reviews and audits of existing documentation to identify areas for improvement, updates, and enhancements based on customer feedback, product updates, and industry best practices. Serve as a subject matter expert (SME) on IAM concepts, features, and functionality, providing guidance and support to the technical documentation team and other stakeholders. Stay current with industry trends, emerging technologies, and regulatory requirements related to IAM and security documentation practices.

Qualifications

Bachelor's degree in Technical Writing, Computer Science, Information Technology, or related field; Master's degree preferred. Proven experience (5+ years) managing a technical documentation team, preferably in the field of Identity and Access Management (IAM) or cybersecurity. Extensive experience creating technical documentation for complex enterprise software products, including user guides, API documentation, release notes, and architecture articles. Strong understanding of IAM concepts, authentication protocols (., OAuth, SAML), access control mechanisms, and security best practices. Proficiency with documentation tools and platforms Excellent communication skills, with the ability to translate complex technical concepts into clear, concise, and user-friendly documentation for technical and non-technical audiences. Strong leadership and interpersonal skills, with the ability to mentor and develop technical writers, foster collaboration with product team, and build positive working relationships across team members. Detail-oriented, organized, and able to manage multiple documentation projects simultaneously in a fast-paced environment. Knowledge of Search Engine Optimization (SEO) principles and techniques to optimize technical documentation for discoverability and search engine rankings. Experience using analytics tools (., Google or Adobe Analytics) to gather insights and metrics on documentation usage, user engagement, and content effectiveness, and using this data to improve content quality and relevance. Familiarity with theme-based documentation approaches to organize and structure documentation content around specific themes, topics, or use cases to enhance user understanding and navigation. Experience creating video tutorials and how-to guides to complement written documentation, leveraging visual and multimedia elements to enhance user learning and comprehension.

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