Technical Writer

Job Description

Job Description

About Us :

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values : F lexibility, I nitiative, R espect, S ustainability, and T eamwork ( FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

For 2023 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as : M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more. Through this technology investment, we have gathered and analyzed thousands of data insights to influence health insurance legislation and propose new health policy. Our efforts have galvanized many leaders and the consensus is there is plenty more work to be done.

Please take a moment to watch our video to learn more about our culture and contributions to our members : youtu.be / hYNdMGLn19A

JOB SUMMARY :

Under the supervision of the Team Lead, Technical Writing, the Technical Writer is responsible for identifying, creating, and managing industry-specific technical and non-technical documentation across various projects and platforms. This role involves writing and editing tasks to ensure the production of high-quality, clear, and consistent user-friendly documentation. The Technical Writer will collaborate closely with software developers, project managers, business analysts, and other stakeholders to create technical and end user documentation, including, but not limited to user manuals, technical specifications, API documentation, and other technical content.

ESSENTIAL FUNCTIONS :

• Ensure knowledge documentation assignments and projects completed within agreed upon scope and timeline.
• Develop and maintain style guides, templates, and documentation standards to ensure consistency across all published materials.
• Create and maintain high-quality technical and non-technical documentation ensuring adherence to standard authoring guidelines.
• Design, structure, and organize content in a logical order to convey knowledge concepts in a clear, concise, and user-friendly format for target audience.
• Use visually engaging content following style guide and use of illustrations, e.g., network diagrams (Visio), screen captures (Snagit), images, links, and tables to transfer complex information into a user-friendly format.
• Apply distinctive styles and techniques based on the type of content created (e.g., user manuals, technical specifications, API documentation, process documentation, self-service, and other technical / non-technical content).
• Use strong critical thinking skills to help identify solutions and clarify issues during the technical writing process until content is simplified for target audience.
• Follow article approval workflow to review article format and validate content ensuring accuracy and quality of content creation for publishing article.
• Identify and understand the target audience throughout the process of technical writing, creating self-service knowledge opportunities for users to resolve issues on their own.
• Periodically review ticket data to continuously identify knowledge opportunities and mature knowledge repositories.
• Leverage organizational knowledge by professionally communicating with content owners (SMEs) using various media, conducting information-sharing sessions to transfer and document knowledge into reusable format.
• Promote a knowledge-sharing culture, empowering subject matter experts to contribute knowledge for accurate documentation.
• Act as point of contact, proactively partnering with SMEs to identify knowledge gaps, gathering content, continuously improving, and maturing content.
• Encourage article feedback from users to measure usefulness and reusability of content. Take initiative to partner with SMEs and resolve knowledge issues to improve quality of solutions.
• Analyze user feedback and research solutions to provide exceptional customer service and support to enhance the customer experience.
• Track knowledge tasks and activity for input into regular progress reports.
• Assist in the creation of customer self-service solutions and implementation of tools by creating end user documentation to effectively use products and services.
• Be empowered to innovate and share best practices to improve knowledge management processes.
• Stay abreast of new trends in technical writing best practices and recommend incorporations into knowledge processes and documentation procedures.
• Perform other knowledge management related activities as assigned.
• Provide support after hours and weekends as required.

QUALIFICATIONS :

Education and or Experience : Bachelor’s degree in English, Technical Writing, Communications, Computer Science, or a related discipline.