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Prepare, update, review and maintain diverse technical and technology related documentation. Create user guides, online help files, Knowledge/Knowledge Base (KB) article support, FAQs, What’s New documents, and videos. Ability to work quickly, efficiently, and prioritize work based on timeframe and importance. Write clearly and succinctly for multiple audiences using either formal or informal language. Use content management systems to manage the lifecycle of technical documentation, including draft, review, and publish phases. Work closely with those associated with a project and subject matter experts to draft, review, and publish final content.

Technical Documentation Duties

• Work with Project Managers, subject matter experts, Business Analysts, Software Developers, Quality Assurance Analysts, and other RSM personnel to gather input for documentation.

• Follow Information Technology Education Design services (ITEDs) Style Guide and RSM brand standards.

• Attend required project planning and working session meetings.

• Write and revise user guides and other required documents with Adobe Creative Cloud software products.

• Develop and revise online help files using MadCap Flare.

• Maintain and manage MadCap Flare projects.

• Create, edit, update, and suggest new nano-training (usually under two minutes) Camtasia videos.

• Upload and update documentation to the IT Learning Center.

• Manage, update, and add documentation to Microsoft Visual Studio (Azure DevOps).• Prepare a weekly status of projects for Technical Writer – Lead (or equivalent).

• Communicate with Technical Writer – Lead (or equivalent) on issues relating to individual projects.

• Review the IT Learning Center to look for and review out-of-date documentation and remove or update.

ServiceNow Knowledge Management

• Review daily ServiceNow draft knowledge articles for article validity and correct formatting, and route valid knowledge articles to the appropriate approver. Audiences include Levels 1, 2, and 3 Support Center Representatives and end users.

• Knowledge maintenance: creating, updating, editing, publishing, following established standards for both system functions (example: Synonym List) and articles (example: K Bentries).

• Create ServiceNow Knowledgebase (KB) articles for all documentation and link to the required documents.

• Review daily knowledge searches for 0 results, add misspelled words to synonym list, and update Excel tracking spreadsheet.

• Review daily knowledge article spelling, add misspelled words to synonym list, and update Excel tracking spreadsheet.

• Create knowledge articles as directed by Technical Writer – Lead (or equivalent).

• Update knowledge article content as required as directed by the Technical Writer – Lead (or equivalent).

Other Duties as Assigned

• Complete other assigned tasks as requested by Technical Writer - Lead.

EDUCATION

• Bachelor’s degree in related field, or equivalent experience.

TECHNICAL SKILLS

• Proficient in MS Office applications, including Word, Excel, Outlook, PowerPoint, and Visio.

• Background in online help authoring tools. Mad Cap software products are preferred.

• Knowledge of defect tracking processes and tools preferred.

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.

• Strong knowledge of basic and intermediate technical writing.

• Good communication skills, both written and spoken.

• Strong organizational and project prioritization skills.

• Ability to balance worktime across many projects and deadlines.

• Strong attention to detail, motivation, and initiative.

EXPERIENCE

• Minimum of 1-3 years of technical writing experience working in a technical documentation/corporate IT environment.

• Knowledge of product management concepts and how enterprise software products are positioned and developed.

• Experience with ServiceNow, or similar service and delivery help desk software.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the in the Indian Armed Forces; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].