Technical Writer

5 days ago

Toronto ON, Canada Apex Systems Full time

Technical Writer

Internal (Software) Product Documentation Knowledge Base

Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for a Technical Writer with 5+ years experience in software documentation for an external client preferably in the Retail/Ecommerce space as well as end to end documentation experience for a net new application / implementation to place at our client.

Client: Publicly traded Technology Company on the NASDAQ who conducts Grocery delivery & pick-up service and Customer Shopping Solutions in the United States and Canada.

Start date: ASAP.

Office Location: Downtown Toronto

Terms: 6 month contract to start, possibility of extension

Hybrid: preferred on weekly basis

OVERVIEW

The client’s Platform is a retail enablement platform with solutions for online and in-store commerce. We are looking for an experienced technical writer to work with our enterprise teams to document our white-label e-commerce capabilities, such as online shopping, checkout, fulfillment, and order status management, for an internal audience.

You will be responsible for establishing an internal product documentation knowledge base and creating internal product documentation. You’ll work directly with our Product Engineering, Product Management, and partner-facing teams to understand our products, market, audience, and commonly asked questions, and then create a positive, engaging learning experience for our internal audiences. The goal of this content is to educate our internal audiences on how to use and configure our products, so that they can better serve our partners. Deliverables might include internal guides, concepts, FAQs, short videos, and more. While you will start with internal documentation, there may be an opportunity to expand into external documentation.

ABOUT THE JOB

• Work with internal teams (primarily Product and Engineering) to understand the client’s solutions, use cases, and documentation requirements for internal users

• Produce high-quality internal product documentation tailored to our target audience

• Develop documentation / content plans and socialize with key stakeholders

• Create diagrams and other visual aids

• Edit content created by teammates

• Work with partner-facing teams (e.g., Technical Support, Customer Success Managers) to collect their feedback and incorporate it into documentation

• Collaborate with other technical writers to align external and internal product documentation and release cadence

• Establish a process for developing and maintaining the knowledge base

• Maintain a comprehensive library of technical terminology and documentation

• Encourage awareness and usage of documentation

ABOUT YOU

• 5+ years experience as a technical writer in a software development environment delivering documentation to an external or internal audience

• Experience working with internal knowledge bases and working across multiple teams

• Experience working in a company with 500+ employees

• Skilled at making complex concepts and/or technical products easy to understand for a business / non-technical audience

• Ability to deliver high-quality internal documentation with high attention to detail

• Ability to thrive in a fast-paced and ambiguous environment

• Experience successfully navigating a complex organization and incorporating feedback from multiple stakeholders

• Ability to provide and maintain the external voice of a company

• Highly motivated, with the drive to improve existing deliverables, initiate new actions in line with business objectives, and deliver results, often under tight deadlines

• Superb grammar and spelling

• Proven track record of and passion for putting process and best practices in place

• Ability to multi-task and juggle competing priorities in a high-pressure, results-driven environment

• Knowledge of current technical writing methods, trends, and technologies

• University degree or college diploma in English, Communications, Technical Writing, Engineering, Computer Science, or a related field

BONUS POINTS

• Technical writing certificate or similar qualification

• Undergraduate degree

• Experience with Markdown and “documentation-as-code”

• Experience with product operations or project management

• Grocery and/or retailer industry experience

• Experience working at a tech startup, in e-commerce or in the technology sector

TOOLS

• Google Docs

• Snagit

• LucidChart

• Jira

• Confluence

• Slack

• Mac

• VisualStudio Code

• GitHub

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