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Prepare, update, review and maintain diverse technical and technology related documentation. Create user guides, online help files, 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.

• Help other Technical Writers with large projects, based on turnaround time or subject complexity.

• Develop and revise online help files using Mad Cap Flare.

• Maintain and manage Mad Cap Flare projects both directly and with Mad Cap Central.

• Administer and maintain user access in Mad Cap Central.

• Upload and update documentation to the IT Learning Center.

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

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

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

• Manage, update, and add documentation to Microsoft Visual Studio (Azure DevOps).

• Administer MadCap Central online help files.

• Prepare a weekly status of projects for Technical Writer – Lead (or equivalent).

• Work with Project Managers to incorporate external documentation into RSM and the IT Learning Center environments.

• Review the IT Learning Center to look for and review out-of-date documentation and remove or update.

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

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.• Analyze daily ServiceNow Knowledgebase article spelling, add misspelled words to synonym list, and update Excel tracking spreadsheet.

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

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

• Revise out-of-date documentation, based on emailed requests.

• 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).

• Assist the Technical Writer – Lead in generating periodic reports.

People Management

• Guide and assist less-experienced technical writers with software, processes (will vary depending on team maturity), and documentation requests.

• Guide and assist less-experienced Technical Writers with document creation, storage, and lifecycle management.

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 products such as Word, Excel, PowerPoint and Visio.

• Background in online help authoring tools. MadCap 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, intermediate, and advanced business analysis techniques and strategies.

• Strong organizational and multi-tasking ability.

• Good communication skills both written and spoken.

• Ability to prioritize across many projects and deadlines.

• Strong attention to detail, motivation, and initiative.

EXPERIENCE

• Minimum of 5-7 years of technical writing experience working in a development 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].