Primary Function of the Position
Reporting to the Head of Process Outcomes the Technical Author will be responsible for producing technical documentation suitable for various audience
types and for ensuring the continuous improvement and suitability of the documentation across the business.
The responsibilities include:
• Creating, maintain and distributing documentation
• Collaborating with teams to become a Subject Matter Expert (SME)
• Ownership and encouragement of continuous improvement of Documentation
• Overseeing companywide documentation and best practices
• Undertake ad-hoc projects and other activities as required
The Technical author will support our client in providing sufficient and understandable
documentation to both their customers and internal, non-technical teams. They
will also support the technical teams with technical documentation and design
diagrams.
Key Accountabilities and Activities
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1 Creating, maintaining and distributing documentation
• Read and understand Changelogs created by Network and Software Engineering teams.
• Translate technical documentation and discussions into documentation suitable for audiences with varying technical capabilities.
• Produce and distribute Release Notes for the full product stack.
• Create, maintain and distribute User Guides and Training Collateral.
• Produce and maintain API Documentation.
• Produce technical design diagrams and workflows and translate them into something suitable for a non-technical audience.
• Collaborate with the Digital team to create and maintain an easy to use and understand, self-service experience for end-users, including supporting the creation of Video Guides.
• Facilitate the translation of documentation and in-portal text with third party translators.
2 Collaborating with teams to become a Subject Matter Expert (SME)
• Collaborate with Engineering and Delivery teams to attend sprint planning, reviews and retrospective sessions to ensure alignment with activities and release schedules.
• Actively engage with Product and Engineering teams to gain an in depth understanding of the technical infrastructure and product offerings.
• Actively engage with Product and Engineering teams to be the voice of the customer and provide feedback on developments.
• Actively engage with UI/UX teams to review designs and UI Components, suggest improvements and drive consistency across different interfaces
• Collaborate with the Commercial team to gain an in depth understanding of customer types to enable documentation to be tailored to their requirements.
3 Ownership and encouragement of continuous improvement of documentation
• Collaborate with the Customer Success and Service Management teams to support with training requirements, as an SME of the product.
• Continuously improve documentation and approach based on feedback from end-users, internal teams and support ticket data.
• Conduct internal reviews of the documentation that has been created.
• Self-test User Guides and Training documentation to become a Subject Matter Expert (SME) in the Product.
4 Overseeing companywide documentation and best practises
• Collaborate with all teams to encourage writing best practises and consistent use of taxonomy.
• Focus on methods to enhance documentation efficiency and alignment with a CI/CD approach.
• Provide oversight to documentation across the business to ensure, accuracy, relevance and maintenance of documents is aligned with company policy and requirements.
• Support existing roles with drafting and maintaining Technology Group policies and procedures.
5 Undertake ad-hoc projects and other activities as required
Essential Qualifications/ Certifications
1. Degree in English Language
2. Degree in Engineering (Preferable)
3. Certification in Accessibility Fundamentals
4. Proven 3 years’ experience in a similar technical author role
Experience and Skills
1. Experience creating complex technical documentation (Written guides, diagrams and workflows).
2. Experience translating complex technical documentation into user-friendly documentation (Procedures, guides, release notes).
3. Excellent written and verbal communication skills in the English Language, other languages are advantageous.
4. Experience working in an Agile environment.
5. Experience working independently but also comfortable collaborating with wider teams.
6. Experience working with diverse technical teams to extract the information you require.
7. Experience with documenting SaaS, On-Premises and Cloud Software Applications.
8. Experience documenting APIs (Graph, REST) and other programming languages (Golang and Rust) with the ability to understand and write sample code.
9. A good understanding of Cloud Native Products.
10. Experience with documenting within a Network Engineering or Telco environment.
11. Experience producing inclusive and accessible documentation.
12. Experience with Markdown or other Web technologies is advantageous.
13. Experience working with Gitlab