Technical Writer – Serengeti Job
Location: Bellevue, WA US
Job Summary
Serengeti Law, a Thomson Reuters business, is the legal industry's highest-rated and most widely used e-billing and matter management system.The technical writer is responsible for creating and, in conjunction with the technical editor, updating all written documentation relating to Serengeti Tracker and future products. This includes, but is not limited to online help, including conceptual and procedural information; quick reference guides; release documentation; and other technical documentation (white papers, for example) as necessary. The primary audience is end-user legal professionals, both attorneys and non-attorney staff.
The overall goal of all technical documentation is to reduce the support and training burden of the Client Relationship Managers (CRMs) and Client Support Associates (CSAs), while improving the customer experience, building customer confidence, and developing greater reliance on and usage of Serengeti Tracker.
Responsibilities
•Write and update online help pages documenting every aspect of Serengeti Tracker, plus any additional Serengeti or Thomson Reuters products as needed.
•Follow Serengeti and standard styles to produce clear, concise content.
•Work closely with product team in an agile development environment to identify new features and functionality that require documentation.
•Produce new help pages related to new features and functionality as it is released for Serengeti Tracker or other Serengeti products.
•Work closely with others in the Client Relations Group to identify product features that require additional user assistance, whether help documents, quick reference guides, tutorials, or other educational content.
•Handle technical reviews and incorporate edits.
•Work closely with technical editor to ensure that pages are ready for production.
•Work closely with technical editor to build and release pages.
•Work closely with technical editor to port existing .htm-based help site to Madcap Flare environment.
•Work with manager, Product Management, and technical editor to create content plans, drive overall documentation schedules, and ensure successful release of content deliverables.
•Work with others in the Client Relations Group to engage with customers to collect and implement customer feedback regarding user-assistance resources and respond to evolving customer needs.
•Work with manager and others in Client Relations Group to continue developing Knowledge Base with typical trouble-shooting and support scenarios, first for CRM/CSA use only, and then transition appropriate content to a customer-facing repository.
Qualifications
•Five-plus (5+) years technical writing experience with an emphasis on producing online help.
•Demonstrated ability to write clearly and concisely for an end-user audience.
•In-depth knowledge of html, xhtml, or xml.
•Experience with Adobe RoboHelp or Madcap Flare.
•Leadership/project management skills, with the ability to lead cross-functional discussions and to effectively set the scope of projects and deliver them under tight deadlines.
•Ability to understand complex applications and system concepts.
•Ability to juggle multiple projects, consistently delivering results despite competing priorities.
•Bachelor’s degree in technical communications, communications, English, journalism, or a related field
•Experience in the legal field or familiarity with legal concepts desired.
•Experience working in an agile development environment desired.
Application Requirements
•Resume is required
•Technical writing sample is required
•Cover letter is desired.
If intereseted, please follow the link below to apply:
https://toc.taleo.net/careersection/2/j ... UB00003578