Technical Writer - User Experience (Hybrid)

About the position At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition Job Purpose: This position is responsible for writing technical documentation by working with a business process owner/partner, subject matter experts, product, and other stakeholders for the assigned business area. They also create written communication for external customers. The Technical Writer creates clear, concise, and user‑friendly documentation that helps audiences understand complex products, systems, and processes. This role works closely with subject matter experts (SMEs), engineers, product managers, and designers to gather information and translate technical concepts into well‑structured content. This role builds and maintains the process library and ensures that critical processes and procedures are accurately captured in the knowledge management system. Facilitates validation of newly authored and lifecycle review of assigned knowledge documentation, obtaining sign off from subject matter experts when necessary. Updates knowledge management system information needed to ensure that workflow and search function operate properly. Manages work queue to address issues identified through user feedback. They will properly document systems and processes to support training of employees. They will also be expected to collaborate with business partners to update documentation as process, system and product design changes are made.

Responsibilities

• Research, write, edit, index, or revise user documentation of large scope and technical complexity.
• Convert highly technical information into easy-to-understand language tailored to the target audience.
• Write and edit letters for customer communication.
• Interacts with operations and projects during design phase to gain understanding of products, processes and systems and creates and/or updates processes as required.
• Participates in project meetings and/or demonstrations as required and manages project duties as needed.
• Analyze the requirements of the project to determine the types of documentation and publications needed.
• Supports staff and customer training as needed, as the documentation expert.
• Ensures accuracy and completion of technical documentation and customer letters.
• Proofread and update documentation to improve clarity, accuracy, readability, and compliance with style guide and TruStage brand guidelines.
• Authors new content to support processes and procedures in business area.
• Conducts lifecycle review of content on an annual basis to ensure that it is still accurate, obtaining sign-off from subject matter expert (or Compliance) when necessary.
• Owns the accuracy of knowledge content and follows style and standards guidelines for assigned business area.
• Maintains list of SMEs, knows who has the authority to sign off on each document and proactively collaborates on documentation changes and updates as necessary.
• Collaborates and communicates process changes to stakeholders as needed.

Requirements

• Bachelor’s degree in English or Communications equivalent.
• 2+ years of technical and/or business writing experience.
• Excellent oral and written communications.
• Understanding of business systems, operating systems and business processes required.
• Experience working in a cross-functional capacity is a must.
• Experience working in agile methodology.
• Experience in knowledge management systems required.
• Strong organizational skills with attention to detail and accuracy.
• Strong analytical and problem-solving skills.

Nice-to-haves

• 4+ years of technical and/or business writing experience
• AI comms experience

Benefits

• medical
• dental
• vision
• employee assistance program
• life insurance
• disability plans
• parental leave
• paid time off
• 401k
• tuition reimbursement

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