HERE

Sr Technical Writer - Technical communincations

US-GA-Alpharetta
Requisition ID
2017-19081
Category
Administrative/Business Suppor

Overview

HERE Technologies, the Open Location Platform company, enables people, enterprises, and cities to harness the power of location. By making sense of the world through the lens of location, we empower our customers to achieve better outcomes from helping a city manage its infrastructure or an enterprise optimize its assets to delivering drivers to their destination safely. To learn more about HERE, including our new generation of cloud-based location platform services, visit http://360.here.com.

 

 

 

Responsibilities

Responsible for creation, maintenance and continual improvement of technical communications both within the IT department and between IT and its customers. Customers of IT include over 9,000 employees and externals. Focuses primarily on technical, information technology related topics, including the roll-out of new tools and services, the onboarding of new employees to our IT environment, and a growing IT knowledge base (in ServiceNow). Keeps IT and its customers informed about changes to the IT infrastructure, tools and services. Assists IT team members with creating web sites (Confluence) and with creating/updating technical documentation to ensure ISO compliance.

 

  • Deliver documentation services in support of major IT initiatives.
  • Maintain IT Self-help knowledge base, containing extensive user-friendly documentation for scores of commonly used IT tools and resources. IT Self-Help resides in ServiceNow.
  • Continually improve IT Self-Help with new and upgraded documentation based largely on user feedback and suggestions.
  • Refresh all IT Self-Help materials annually, working with subject matter experts to ensure accurate, up-to-date content.
  • Work with technical teams to understand their target audiences and messages.
  • Assist with business-as-usual (BAU) communications using Yammer, email, etc.
  • Consult on communication planning, including the development of complete communications plans for major projects.

Qualifications

  • Bachelor’s Degree in IT or Computer Science with minor in Journalism, English, Technical Communications or related fields. Alternatively, a BA in Journalism, English, or related major with very substantial technical experience in information technology tools and infrastructure.
  • 5+ years work experience with emphasis on technical writing.
  • Ability to grasp complex software and technologies, learn quickly and work within tight deadlines.
  • Experience with information technology (IT) systems and providing end-user how-to materials for technical and non-technical audiences.
  • Experience developing technical documentation for complex technical systems for engineering and end-user consumption.
  • Experience with writing white papers, web page copy, knowledgebase articles, etc.
  • Experience using Windows and Mac computer operating systems and with iPhone and Android mobile operating systems highly desired.
  • Experience working with HTML, SharePoint, Confluence Wiki, ServiceNow and Adobe Tools.
  • Advanced capabilities in screen capture and graphics editing software (e.g., SnagIt, CorelDraw, PhotoShop).
  • Proven ability to self-edit work effectively as well as to write clear, concise and comprehensive documentation on complex, multi-level technical issues, including storyboard creation and development.
  • Excellent organization, strong written/verbal communications and writing styles with an eye for detail.
  • Ability to work with subject matter experts and summarize complex IT technology-related topics for ease of understanding by both technical and non-technical employees.
  • Excellent interpersonal skills.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets.

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