System Documentation Specialist

We are looking for a System Documentation Specialist to produce high-quality documentation that contributes to the overall success of our products. This individual will work collaboratively with development teams, product management, and design to make our products easy to use. This individual will primarily support content such as online help, release notes, digital adoption content, and API documentation for multiple external-facing platforms and prepare fix releases for deployment.

RESPONSIBILITIES AND DUTIES:

1. Develop high-quality end-user documentation focused on driving customer success and enablement, as well as increasing overall product adoption.
2. Partner closely with development, engineering, and product management teams to gain a deep understanding of products supported; including learning about our target audiences to ensure the best user experience is delivered.
3. Translate complex product information into clear, concise, and easy-to-understand content for both technical and non-technical users. Review and edit existing documentation to ensure accuracy, clarity, and adherence to best practices.
4. Gather and apply customer feedback of documentation to improve usability.
5. Research, implement, and maintain tools for delivering online help, user guides, and manuals
6. Collaborate with the documentation team to evolve documentation processes and guidelines consistent with company and product growth. Maintain stye guides and content standards.
7. Monitor metrics on the usage of documentation to prioritize projects that are most valuable to the user.
8. Work in a fast-paced Agile environment with both onshore and offshore teams, various schedules, and frequent release cycles. Ensure documentation is delivered on schedule with a high degree of quality.

KNOWLEDGE, SKILLS, AND ABILITIES:

Solid working knowledge of content development practices

Strong understanding of software design lifecycle and software design practices.

Self-starter, comfortable asking questions, as well as working independently or with a team.

Excellent verbal and written skills in English

Excellent communication and interpersonal skills - Must be comfortable and willing to openly discuss work items with a cross-functional team, stakeholders, subject matter experts, design, and users.

Ability to ensure accuracy, clarity, appropriateness, and consistency of documentation for internal and external customers.

EDUCATION AND EXPERIENCE:

Bachelor’s degree in English, Journalism, Education, Communications, Supply Chain Management, or related field.

3+ years of documentation experience within an enterprise-wide environment.

Experience with documentation publishing software (ex: Confluence, Adobe, WebWorks ePublisher, Document360, etc.)

Experience with analytics platforms (ex: Google Analytics, WalkMe Insights)

Experience with coding and scripting languages (ex: HTML, CSS, Javascript, JQuery, REST APIs)

WORK ENVIRONMENT & PHYSICAL DEMANDS:
Normal office environment with use of computers and telephone systems; no unusual physical demands.
Ability to travel as needed, including rental car and air flight.