Note: The job is a remote job and is open to candidates in USA. Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada. They are seeking a Digital Technical Writer to assist with technical communication projects, ensuring high-quality documentation and customer satisfaction. The role involves collaborating with internal teams and subject matter experts to produce a variety of technical documents and materials.
Responsibilities
- Contribute to developing documentation methodology, frameworks and techniques for producing technical communications
- Use effective project management to meet established deadlines
- Use skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
- Execution of knowledge management ranging from producing content management and managing customer services content to open collaborative authoring, based on KCS principles
- Identify, build, design and publish templates with an eye for reuse for consistency
- Apply principles and methods of curriculum and training design, teaching and instruction for individuals and groups to development of communications
- Work with internal teams and SME to obtain an in-depth understanding of the product and the documentation requirements, considering alternative ways to inform and entertain via written, oral, and visual media
- Develop and document standard policy, operating process/procedure and customer service guidelines relating to IT support
- Assist in processing content requests, prioritization and assignment of projects. Prepare and assist with preparation, coordination, copyediting, and proofing of large and small proposals
- Design, create and maintain appropriate information architecture
- Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience, paying attention to detail
- Write end-user and internal-user procedural/task-based documentation such as user’s guides, getting started guides, best practices, and knowledge base articles
- May also write easy-to-understand user interface text, online help, FAQs and developer guides
- Ability to fill in as acting Team Lead when necessary
- Serve as mentor to interns
Skills
- Strong interpersonal communication skills in both developing collaborative relationships with SME and work with a wide range of people within the organization
- Must have excellent verbal communication skills
- Must have reliability and a strong sense of responsibility including ability to meet aggressive deadlines
- Ability to work independently and take ownership
- Expert computer skills including proficiency in Adobe Acrobat, Photoshop, Microsoft Office, Visio, Project, SharePoint, Image capturing, HTML, etc
- Knowledge of media production, communication, and dissemination techniques and methods
- Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects
- Familiarity with conventions in form, structure, and notation of technical writing
- Superior command of the English language including rules and usage
- Ability to maintain discretion and confidentiality
- Ability to manage and organize small to medium projects effectively with strong analytical, planning, organizational, and time management skills
- Strong research skills including gathering and analyzing data from multiple sources (subject matter experts, project managers) to develop Web content, and possibly training materials and online help content
- A bachelor's degree in communication or technical discipline or equivalent experience required
- 4-5 years or more of related experience
- Ability to travel when required
- Expertise using Content Management/Knowledge Management tools highly desired
- Working experience in IT Services Management and knowledge or experience in the application of 'Knowledge Centered Support' and ITIL practices preferred
- ITIL, MOS Certification preferred
- Experience in web design and computer graphics helpful
Company Overview
Company H1B Sponsorship