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Technical Writer- Internal Documentation Project
3 months ago
Technical Writer- Internal Documentation Project
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 internal product documentation client preferably in the Retail space as well as someone who has knowledge establishing internal knowledge bases at complex orgs to place at our client.
Terms: 6 month rolling contract
Office Location: Toronto preferred
Hybrid: preferred on weekly basis
Overview: Our 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 their 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 their Product Engineering, Product Management, and partner-facing teams to understand their products, market, audience, and commonly asked questions, and then create a positive, engaging learning experience for their internal audiences. The goal of this content is to educate internal audiences on how to use and configure their 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 Role:
- Work with internal teams (primarily Product and Engineering) to understand the Client solutions, use cases, and documentation requirements for internal users
- Produce high-quality external product documentation that is tailored to their 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 partner 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 Monitor documentation usage and develop and execute on plans to drive awareness and usage with external and internal audiences
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 stakeholder
- 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 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
- Visual Studio Code
- GitHub
- Snagit
- Lucidchart
- Jira
- Confluence
- Slack
- Mac
