Lead Documentation Writer
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Job Description
Lead Documentation Writer developing user and technical guides at CSG. Collaborating in a remote, Agile team environment with a focus on innovative documentation strategies.
Responsibilities:
- Lead and mentor a small team of technical writers.
- Mentor and cross-train new and junior team members.
- Design, develop, and maintain customer documentation for software systems.
- Liaise with software development teams in an Agile environment to identify key documentation deliverables and produce documentation estimates.
- Evolve documentation strategy to suit changing business needs.
- Implement AI tooling and practices to transform documentation processes.
- Design, develop, and maintain online help files for deployment with web-based applications, including planning and executing associated UI help screen testing.
- Co-ordinate document reviews with software development and customer operations teams, building and maintaining constructive working relationships.
- Conform to documentation standards and practices set by the documentation team.
- Manage the Business Unit customer documentation portal.
- Prepare pre-sales documentation and assist with marketing material.
- Review customer documentation for peer writers.
- Contribute to process improvements.
- Create storyboards and scripts for videos and training.
Requirements:
- Relevant degree in a scientific or technical field
- At least 5 years’ experience in technical writing role
- Experience leading projects and writers in a documentation team
- Software industry background required, telecoms-specific highly desired
- Experience working both individually and as part of a team in an Agile environment
- Excellent written and verbal communication skills
- Attention to detail with editing and proofreading
- Knowledge of the effective use of graphics in documentation
- Ability to work simultaneously across several product teams
- Ability to thrive in a remote work environment
- Keen to maintain internal and external customer satisfaction
- Initiative to drive documentation projects with engineering/development
- Writing API documentation (OpenAPI, REST, JSON, SOAP), User Guides, Configuration Guides, Online Help, user journeys, release notes
- Tool Proficiencies Markdown, AsciiDoc, or other markup languages
- Madcap Flare
- Experience with prompt engineering (proficiency with MCP protocol desirable) in an AI assisted environment a definite plus.
- GIT experience
Benefits:
- Sulamerica Health
- Sulamerica Dental
- Vidalink Food/Meal Voucher
- Child Care Assistance
- Day off: on birthday
- Gympass
- Language assistance
- Digital course platform
- Volunteer time off: 2 days a year
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