• Documentation Manager

    Job Locations US-VA-Herndon
    Job ID
    2019-1529
    Category
    Customer Care
  • Overview

    Ntrepid Corporation is looking for a Documentation Manager/Senior Technical Writer to join our Customer Care department! This role is primarily responsible for managing the day-to-day tasks of the Documentation team and report directly to the VP of Customer Care. The successful candidate will manage a team of writers that create and manage all end user product documentation. In addition to managing the team, the Documentation Manager will act as an individual contributor to assist in the creation of user guides, release notes, quick start guides, and other written material for the product teams. The candidate should possess excellent organizational and communication skills, particularly in writing. The candidate will work closely with Business Development, Training, Marketing, UI/UX, and Engineering teams.

     

    The Documentation team is currently structured to include one technical writer that handles all Knowledge Management documentation requests, one technical writer that handles all Training team requests, and one technical writer who handles all product release documentation requests. The team is actively being cross-trained to assist with each area of expertise. It is the responsibility of the Documentation Manager to encourage cross-training and ensure that all tasks are being completed in a timely manner. The Documentation team is responsible for the documentation of eight Ntrepid products.  The ideal candidate will be able to manage the expectations of these product teams, while simultaneously managing the individuals on the Documentation team.

    Responsibilities

    • Manage the day-to-day tasking of all writers by maintaining their tasks in JIRA
    • Manage each employee’s individual performance and career goals
    • Set the priorities for the documentation team and ensure that deadlines are met
    • Review all documentation for consistency across all products using the documentation team’s style guides
    • Review the Knowledge Management documentation in Service Cloud and Remedyforce
    • Work with subject matter experts to clearly document their workflows to the customers
    • Create customer specific documentation for the different account managers
    • Assist upper management with ad-hoc documentation requests
    • Works closely with senior management to ensure that the documentation team is in line with Ntrepid’s goals
    • Keep all style guides and templates up-to-date
    • Acquire working knowledge and understanding of the Ntrepid product line
    • Update the Documentation team processes and SOPs as needed and ensure that all team members are adhering to them

    Qualifications

    • U.S Citizenship required
    • Must be able to obtain/maintain security clearance
    • B.S. or B.A. College Degree
    • 8+ years of experience in Technical Writing and/or similar occupation
    • 2+ years’ experience in leading Technical Writing teams
    • Strong project organization skills
    • Advanced proficiency with Microsoft Office Suite
    • Excellent written and verbal communication skills
    • Ability to effectively communicate and work with engineers, technical writers, and product managers
    • Knowledge of enterprise level businesses and software development

    Preferred Skills and Experience:

    • Working knowledge of Adobe InDesign, Adobe Professional, Salesforce, Remedyforce, and/or Atlassian tools
    • Experience documenting knowledge base articles
    • Experience working in an Agile environment

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