Technical Writer

Position Overview
Can work in office or be mostly remote but must be WI resident. Occasional in-person events required.

Description:

Technical Writer

Position Summary:
The client is seeking a Technical Writer. This position will serve as a member of the Customer Services Team under the client . The Customer Services Team is responsible for assisting in a statewide data collection program called client . Data collected is also used to feed other vendor systems which streamlines data collections and reduces redundancy. client integrates with client , our identity management system.

In addition, client provides the data used by client s business intelligence and reporting system used for public reporting and by client districts and schools. The Customer Services Team also assists in collecting staff data through a statewide data collection application called WISEstaff. In addition, the team maintains School Directory data, hosts the annual client Conference, and handles client application security.

The team provides communications, workshops, training materials, and data submission guidance to schools.

The Technical Writer position is responsible for understanding, creating, and maintaining all user-facing documentation, training materials, and general communications for the client applications and other Customer Service efforts. The position will communicate and disseminate complex and technical information more easily to customers. Under general supervision of the Customer Services Team manager, this person will work closely with others to accomplish project objectives, or function independently to accomplish daily work requirements as a member of the Customer Services Team.

Objectives, priorities and deadlines are established in consultation with the client program area leaders, project managers, and the Customer Services Team manager.

Goals and Work Activities:

60% Create and Maintain End User Documentation
1. Provide documentation on client webpages to explain the most up-to-date data submission guidance
2. Write and maintain knowledge base articles and webpage content
3. Collaborate with many internal client teams on software development, requirements, policies, and data submission best practices
4. Understand client Ed-Fi Integration and client applications
5. Recognize software or training issues impacting client schools and determine documentation needs/gaps
6. Select appropriate medium for message or audience, such as manuals, videos, or e-learnings
7. Standardize content across platforms and media
8. Revise documents as new issues and updates arise
9. Create and communicate application release notes
10. Assess and address current documentation to improve user experience and understanding

20% Create and Maintain Training Materials
1. Work with trainer and other team members to develop new user training materials
2. Develop and maintain application training materials, including e-learning courses, user guides, and tutorials
3. Attend conferences to present, train, and support client systems, as needed
4. Collaborate with the Customer Services Team for team projects, training, and general understanding
5. Review presentation slides for grammatical and content accuracy
6. Co-create training video script content

15% Draft Mass and Targeted Communications
1. Work with subject matter experts on communication content
2. Draft communications to various audiences with different objectives
3. Work with internal stakeholders to review content and ensure accuracy
4. Send communications as needed

5% Professional Development and Other Duties as Assigned
1. Keep abreast of updates to applications and procedures
2. Participate in meetings and trainings, as appropriate, including participating in client User Groups
3. Participate in related professional development activities
4. Maintain awareness of operating procedures, activities, and best practices of the team and division
5. Other duties as may be assigned

Top Skills & Years of Experience:
1-3 years' experience in the below
- Strong written and verbal communication skills and experience performing external communications
- Ability to process and document a fundamental understanding of end-to-end customer experience integration and dependencies
- Ability to grasp technical concepts and communicate with product owners and subject matter experts
- Must have proficiency with Microsoft suite

Nice to have skills:
- Understanding of application programming interface (API) technologies
- Knowledge of data warehousing and reporting

- Experience with Drupal webpage content management
- Experience writing knowledge base articles

Required Skills

Strong written and verbal communication skills and experience performing external communications

Notes:

Can work in office or be mostly remote but must be WI resident. Occasional in-person events required.
In-person travel or work events will be minimal, likely only 1-2 per month at the most.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity…