Description:Position Summary: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 department program area leaders, project managers, and the CustomerServices Team manager.Goals and Work Activities:60% Create and Maintain End User DocumentationProvide documentation on client webpages to explain the most up-to-date data submission guidanceWrite and maintain knowledge base articles and webpage contentCollaborate with many internal client teams on software development, requirements, policies, and data submission best practicesUnderstand client Ed-Fi Integration and client applicationsRecognize software or training issues impacting client schools and determine documentation needs/gapsSelect appropriate medium for message or audience, such as manuals, videos, or e-learningsStandardize content across platforms and mediaRevise documents as new issues and updates ariseCreate and communicate application release notesAssess and address current documentation to improve user experience and understanding20% Create and Maintain Training MaterialsWork with trainer and other team members to develop new user training materialsDevelop and maintain application training materials, including e-learning courses, user guides, and tutorialsAttend conferences to present, train, and support client systems, as neededCollaborate with the Customer Services Team for team projects, training, and general understandingReview presentation slides for grammatical and content accuracyCo-create training video script content15% Draft Mass and Targeted CommunicationsWork with subject matter experts on communication contentDraft communications to various audiences with different objectivesWork with internal stakeholders to review content and ensure accuracySend communications as needed5% Professional Development and Other Duties as AssignedKeep abreast of updates to applications and proceduresParticipate in meetings and trainings, as appropriate, including participating in client User GroupsParticipate in related professional development activitiesMaintain awareness of operating procedures, activities, and best practices of the team and divisionOther duties as may be assignedRequired Skills:Strong written and verbal communication skillsExperience performing external communicationsAbility to work well independentlyAbility to process and document a fundamental understanding of end-to-end customer experience integration and dependenciesPreparation and maintenance of documentation and training materialsExperience writing about a technical, software systemRequired Technical Skills:Ability to grasp technical concepts and communicate with product owners and subject matter expertsMust have proficiency with Google suitePreferred Experience:Experience working with education software systems at the school, district, or state levelsUnderstanding of application programming interface (API) technologiesKnowledge of data warehousing and reportingExperience with Drupal webpage content managementExperience writing knowledge base articlesNotes:Can work in office or be mostly remote but must be resident. Occasional in-person events required.VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Position Summary: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 department program area leaders, project managers, and the CustomerServices Team manager.Goals and Work Activities:60% Create and Maintain End User DocumentationProvide documentation on client webpages to explain the most up-to-date data submission guidanceWrite and maintain knowledge base articles and webpage contentCollaborate with many internal client teams on software development, requirements, policies, and data submission best practicesUnderstand client Ed-Fi Integration and client applicationsRecognize software or training issues impacting client schools and determine documentation needs/gapsSelect appropriate medium for message or audience, such as manuals, videos, or e-learningsStandardize content across platforms and mediaRevise documents as new issues and updates ariseCreate and communicate application release notesAssess and address current documentation to improve user experience and understanding20% Create and Maintain Training MaterialsWork with trainer and other team members to develop new user training materialsDevelop and maintain application training materials, including e-learning courses, user guides, and tutorialsAttend conferences to present, train, and support client systems, as neededCollaborate with the Customer Services Team for team projects, training, and general understandingReview presentation slides for grammatical and content accuracyCo-create training video script content15% Draft Mass and Targeted CommunicationsWork with subject matter experts on communication contentDraft communications to various audiences with different objectivesWork with internal stakeholders to review content and ensure accuracySend communications as needed5% Professional Development and Other Duties as AssignedKeep abreast of updates to applications and proceduresParticipate in meetings and trainings, as appropriate, including participating in client User GroupsParticipate in related professional development activitiesMaintain awareness of operating procedures, activities, and best practices of the team and divisionOther duties as may be assignedRequired Skills:Strong written and verbal communication skillsExperience performing external communicationsAbility to work well independentlyAbility to process and document a fundamental understanding of end-to-end customer experience integration and dependenciesPreparation and maintenance of documentation and training materialsExperience writing about a technical, software systemRequired Technical Skills:Ability to grasp technical concepts and communicate with product owners and subject matter expertsMust have proficiency with Google suitePreferred Experience:Experience working with education software systems at the school, district, or state levelsUnderstanding of application programming interface (API) technologiesKnowledge of data warehousing and reportingExperience with Drupal webpage content managementExperience writing knowledge base articlesNotes:Can work in office or be mostly remote but must be resident. Occasional in-person events required.
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