Current Job Openings

Job Title:  IT Technical Writer

Status:  Full-time

Job Location:  Syracuse, NY

Job Summary:

• The Technical Writer will work as an integral member of ShoreGroup’s Product Management team. The Technical Writer will interface with ShoreGroup’s Product Managers, Business Analysts, subject matter experts (SMEs) , Software Development, Software QA/Test group, and Product Support groups to create accurate, detailed technical documentation for use by internal and customer audiences. The Technical Writer is a direct contributor in all aspects of the product and services documentation process, from document inception through to release and updates. Documentation will focus on the following ShoreGroup software solutions:
  • Network and systems management
  • Contact center (call center) business analytics and reporting

Job Duties and/or Requirements:

• Develop and maintain the in-depth technical proficiency that is necessary to fulfill a documentation leadership role for the company’s software and service solutions
• Author technical, functional and process documents supporting the company’s software and service solutions. The documentation includes:
  • User guides and materials
  • Data dictionaries
  • Installation
  • Service and support
  • Configuration notes
  • Release notes
  • Training materials
• Obtain document content through a variety of sources:
  • Individual product knowledge and expertise
  • Review of development specifications for new and modified features, functions and capabilities
  • Interfacing with Product Manager, Business Analysts and subject matter experts
  • Use of the product to ascertain content and functionality
• Independently perform quality assurance (QA) steps to ensure document and process accuracy prior to internal review and release of documentation
• Support marketing writing requirements for representation of company’s products and solutions to technical customer audiences. This includes authoring and maintaining documentation such as application notes, data sheets, web site content, presentations, whitepapers, etc.
• Serve as the primary interface for questions, clarifications, issues, change and enhancement requests that may arise from documentation
• Follow established document processes:
  • Templates
  • Version control
  • Approvals
  • Distribution
• Direct involvement in creation and maintenance of document processes
  • Recommend document format and style changes that best represents the subject matter
  • Recommend and execute changes in processes to ensure the timely and effective distribution of documents
• Investigating documentation issues and feedback, and taking action as necessary for resolution

Knowledge and/or Skill Requirements:

• Minimum two (2) years experience in a software application technical writing or related capacity, successfully producing written communications for technical and engineering audiences. Will consider recent college graduate possessing directly relevant degree and less experience if strong technical writing proficiency can be demonstrated.
• Familiarity with databases to maintain product data dictionary
• This position requires a strong individual contributor that is capable of:
  • Authoring documentation from scratch in cases when no existing source content exists. This entails technical investigation and discovery as needed to form a knowledge base to support document creation.
  • This position requires an individual with strong writing skills that can take documentation from inception to release. It is not a position where you edit documents authored by others.
  • Understanding the complex technical contact center, IT, and telecom subject matter they are writing about, and translating that knowledge into clear, concise and complete documents
  • Following defined processes, templates and schedules for document realization
  • Working independently
  • Formatting documents to "release ready" quality. Proofing and editing own work is required.
  • Dynamically adapting their writing style by document type and audience
• Experience in the creation and use of graphics and images to visually communicate concepts to replace or complement written communications. Includes knowledge and use of common graphics tools.
• Experience in the creation of training and instructional materials
• Qualified candidates will have well-rounded abilities, including:
  • A "can do" self-directed learning attitude
  • Ability to establish quick credibility and interface effectively with Product Managers, Software Development, Software QA/Test, Support Engineers, company management and customers
  • Excellent customer service skills
  • Effective time and project management skills, including ability to manage schedule, handle priorities, budget time effectively and meet deadlines
  • High detail orientation
  • Strong listening, verbal and written communication skills, including the ability to communicate at both a business and technical level
  • Analytical thinking and problem solving skills
• Must be proficient in Microsoft Office applications (Word, Excel, PowerPoint, Visio)
• Experience in one or more of the following solutions is a plus:
  • Business analytics and reporting
  • Contact center reporting
  • Database-centric applications
  • Systems and network management applications
  • Help desk / service center
  • Change management

Education:

• College degree preferred (Technical degree in Information Technology (IT), networking, computer science or telecommunications areas preferred)
• Will consider recent or new graduates, with systems and network management interest, that are exceptionally eager to learn and willing to accept challenges

Other:

• To be considered for this position, qualified candidates will be requested to submit relevant, independently-produced technical writing samples for review.