717-533-4470

Open

Full Time, Employee

Harrisburg PA



The Technical Writer is to develop and maintain user and technical documentation and project process documentation for a Keystone Login initiative.   Technical Writer understands the user’s view of the applications and/or technology and is able to put procedures in a logical sequence.  The experienced Technical Writer provides expertise on technical concepts of applications and/or user groups and structure procedures in a logical sequence, due to a broad understanding of the central application service, and those applications needing to leverage it.

Role Description:
• Creates and maintains user-focused documentation such as:
– FAQ
– Email templates
– User Guides (displayed on-screen within applications and/or provided as links to electronic documents)
– Acceptance Testing reports (final testing reporting)
– Help files
• Creates and maintains business-area focused documentation such as:
– Requirements matrix
– Testing scripts/test use cases for UAT
• Creates and maintains help desk-focused documentation such as:
– Support Guides (displayed on-screen within administrative applications and/or provided as links to electronic documents)
– Issue Recreation and Resolution scripts
• Creates and maintains IT-focused documentation such as:
– Branding guidelines
– Developer Integration Guides (in conjunction with Application Team)
– Release Notes
• Creates and maintains project-focused documentation such as:
– LOE estimates (in conjunction with Application Team)
– Project request/enhancement lists
• Identifies business and technical documentation needs not currently addressed
• Develops and manages short and long-term documentation plans and schedules
• Understands work requests/needs within Application Team
• Works with Team Leads and Group Leads to set documentation goals
• Determines procedures for use of on-line documentation tools and version control documentation as appropriate.
• Reviews and understands the Application Teams work plan
• Determines time estimates and schedule for own work and resolve issues in a timely manner
• Ensures messages and terminology is consistent across all written materials
• Communicates accurate and useful status updates
• Manages and reports time spent on all work activities
• Able to work in a team environment
• Strong communication skills; both written and spoken

Additional Responsibilities:

• Reviews and approves procedures for use of on-line documentation tools as appropriate.
• Identifies business and technical documentation needs not currently addressed.
• Manages Technical Writer.
• Owns documentation libraries and subscription lists.
• Promotes the need for developing and using standard documentation for all processes within the organization.
• Performs detailed reviews of interim and final tasks as appropriate.
• Oversees processing of service requests.
• Manages, deploys, and schedules Technical Writer activities.
• Develops and manages short and long-term documentation plans and schedules.
• Understands work requests/needs within Application Teams
• Manages the accomplishment of delivery metrics in support of contractual obligations in the areas of service delivery, on time performance.
• Works with Team Leads and Group Leads to set documentation goals.
• Reviews and prioritizes documentation service requests.
• Determines procedures for use of on-line documentation tools and version control documentation as appropriate.
• Assists or guides other Technical Writer as needed to develop and maintain user and technical documentation for their assigned applications.
• Educates both business and technical groups on the essential need for developing and using standard documentation for all processes.
• Organizes and prepares work effectively to facilitate proactive resolution of problems, rather than reactive.
• Researches problems before approaching Lead Technical Writer or Team Lead for assistance.
• Assists the Application Team Lead in monitoring budget by providing estimated-time- to-complete and actuals for assigned tasks.
• Identifies and makes recommendations around documentation and templates needed by the Application Teams.
• Works with users and other State personnel to ensure that the solutions meet State business requirements.
• Identifies and initiates continuous improvement opportunities.
• Directs the development of accurate estimates for documentation requests/activities as required
• Develops options and recommendations to assist documentation team members in resolving issues.
• Leads efforts in developing and facilitating implementation of the Documentation team goals and metrics.
• Develops workable, practical, measurable work plans defining activities, schedules and tasks with Team Leads and the Lead Technical Writer
• Reviews and understands the Application Teams work plan.
• Anticipates and resolves issues specific to the team.
• Determines time estimates and schedule for own work and resolve issues in a timely manner.
• Identifies and tracks issues, risks and action items.
• Develops, enhances, and maintains user documentation for multiple applications including documentation required for the operations provider.
• Develops on-line source documentation as appropriate.
• Maintains documentation libraries and subscription lists.
• Identifies, creates, revises, and maintains documentation and templates needed by the Application Teams.
• Ensures appropriate control access/use of documentation materials.
• Maintains application and user documentation.
• Ensures messages and terminology is consistent across all written materials.
• Researches and completes documentation service requests.
• Communicates and works with customers and other Client Telecommunications personnel as necessary.
• Works with Application Team members to enhance their understanding of end-user and technical documentation.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Follows quality standards.
• Able to work in a team environment
• Completes assigned tasks.
• Strong communication skills; both written and spoken



Developing, enhancing, and maintaining technical documentation

4 year college degree or equivalent technical study

For more information about this position, an SGC representative will be in touch immediately.

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