Technical Writer

The Global Service Portfolio Team is part of a wider Support and Services organization whose focus is providing the channel and end users with the capabilities they require to be successful in the deployment and support of their Fortinet technology. Specifically, the Global Service Portfolio team is positioned with a strategic focus to create and execute on a service vision through the modification or creation of services focused on the end customer or partner. As well as creating world class services it is essential that they are documented and communicated in a consistent manor with a continuous focus on quality and accuracy.

The team is now looking for an experienced individual who can use their talents to:

- Produce and maintain service focused documentation from both a legal and marketing basis.
- Own and develop a platform for documentation management including the use of tools in the building and updating of published material.
- Maintain and develop the communications platform required to expose the internal community to relevant information on the services working closing with marketing and sales enablement primes.

The current activities are distributed across the existing team however this role looks to centralize to drive consistency and quality. As a continuously growing organization there is potential that this function expands to become a team while currently there will be an expectation to work and optimize the capability based on collaborating with other technical writer communities within the business.

Specifically, this new role will have an initial objective to own and drive the creation on new service documents while in parallel owning and developing the document management process. Although it is expected that the role will evolve, specific activities include:

- Owning the process for the management and approval of controlled documents.
- Drafting, reviewing and updating;
- Legal Service Descriptions for support and cloud based services.
- Policy documents on the customer use of products.
- Support and service handbooks
- Service briefs, data sheets.
- Maintain templates for structure and content including legal clauses as appropriate.
- Routine review and updating of controlled documents to ensure accuracy.
- Lead the development and maintenance of internal communication and collaboration sites utilizing existing platforms like Microsoft SharePoint and Khoros Communities.

To achieve this you will need to:

- Work closely and collaborate with Service Portfolio Managers, Product Management, marketing primes and specifically legal teams.
- Understand the services including the potential risks that may need specific exclusions from service offers.
- Meet with and development resources to interview and extract service detail that may require documenting.
- Track and effectively prioritize activities with a clear understanding of business impact.
- Balance short term demand with longer term initiatives to ensure progress of all.
- Lead with the ability to communicate and influence others on the defined direction.
- Additional Responsibilities _

Further activities may be required on an ad-hoc basis or as part of a broader team function:

- Understand the service portfolio and take an active role in responding to question raised by the community relating to the services.
- Act as an ambassador for the service team representing the capability to the sales, channel or customer community as required to the level expected.
- Support a communication framework to share success and achievements with a broader audience. This may include case studies, newsletters, blogs etc.
- Build and maintain a network of individuals or capabilities to share improvements and potentially align with other internal capabilities.
- Requirements _
- Proven track record in producing service focused and legal documents.
- Prior experience with documentation management systems including authoring tools and content management.
- History of supporting intranet/collaboration sites along with understanding of the user community.
- Ability to create a community platform and promote engagement for internal resources.
- Background in a similar organization with experience of support service packages.
- Ability to manage and seek resolution to conflicts.
- Demonstrate previous success in operating remotely while continuing to deliver.
- Excellent client-facing and internal communication skills.
- Excellent English language skills both written and verbal.
- Ability to set personal objectives being self-driven for achievement and motivation.
- Willingness to travel as required do to the distributed nature of the team.
- Flexibility in managing time to ensure opportunities to communicate with other global timezones are fully utilized.
- Education _

Educated to degree level or equivalent in a relevant technical or management discipline and/or extensive experience operating in a similar role.

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