Responsibilities

• Work with various Subject Matter Experts (SMEs) to develop comprehensive internal documentation (including flowcharts, SOPs, guidelines, and playbooks) outlining how to perform various functions across the organization.
• Collaborate closely with cross-functional teams to gather information and ensure accuracy in documentation.
• Periodically audit departmental documentation to track outdated documentation.
• Check in with assigned SMEs, review their internal documentation requirements, and assist when needed.
• Track user analytics for internal documentation and assist SMEs with increasing adoption rates.
• Edit and review technical content for clarity, accuracy, and completeness, ensuring it meets the needs of various user personas.
• Ensure documentation is easily readable by AI tools used by the organization.
• Maintain consistency and continuity of style by following task-specific style guides and through peer reviews.
• Use Jira to track open tasks and communicate with related SMEs.
• Support other departments by reviewing written deliverables as required.
• Provide extensive feedback and suggestions as to how the department can improve and continue to scale effectively.
• Complete ad-hoc tasks and administrative work as needed.

Qualifications :

• Bachelor’s degree in English, Communication, or related.
• Technical Communications writing certification is strongly preferred.
• 3 years of proven experience in technical writing and documentation in the software industry or similar, with a minimum of 2 years in an operations role.
• Proficiency in documentation tools (e.g., Jira, Confluence, etc.) and version control systems.
• Excellent written and verbal communication skills, with the ability to translate complex technical information into easy-to-understand documentation.
• Detail-oriented mindset with a focus on quality and continuous improvement.
• Ability to manage multiple projects simultaneously and work effectively in a collaborative, fast-paced environment.