Risk Management Solutions (RMS) is the world's leading provider of analytics and decision science solutions for the quantification and management of catastrophic risks throughout the world. The models and consulting services of RMS are used by hundreds of insurance and reinsurance companies, hedge funds, corporations, and governments to assess a wide-range of natural and man-made perils such as - earthquake, flood, hurricane, windstorm, wild fire, disease pandemic. RMS continues to grow and diversify in order to service and meet the requirement of its clients through research and technology innovation and superior client service. The company's strength lies in its ability to use and develop the skills of its people across a wide remit of business activities.
Job Title – Role Senior Technical Writer
Job Location: Newark, CA
The RMS Technical Publications team provides end-to-end, complex, customer documentation and online help systems for software and peril models, enabling customers to be self-reliant when using RMS products.
Job Responsibilities:
Provide software documentation and interactive online help systems with embedded tutorials to help customers use RMS products.
Key Tasks and Activities:
•Provide on-time technical software documentation of all types including but not limited to User Guides, Installation Guides, Administration Guides, Troubleshooting documentation, Concepts Guides, Release Notes, and other technical documentation such as white papers, technical bulletins, readmes, and so forth for RMS products using functional and technical specifications and QA test plans.
•Collaborate with product experts to create content outlines and coordinate the content definition, outline, drafting, review, and revision process.
•Create online help systems for RMS products and determine ways to convert the information to be dynamic and interactive using tutorials to enhance the customer experience.
•Create product specific known issues based on information in bug records to notify RMS customers about major issues with a release. Collaborate with cross-functional teams such as Product Management, QA, and the Development teams to author and review content and provide specific workarounds.
•Conduct procedure testing on all documentation to make sure that the content is complete and accurate. Make sure that all documentation goes through at least one review cycle within the internal Client Development teams.
•Conduct usability tests on documented procedures such as installation and administration tasks to improve document quality and usability and address customer requirements/pain points.
•Work closely with internal clients such as Client Development across RMS to determine specific customer needs for documentation and provide new and updates content as customers request it.
•Monitor and track documentation bugs and CRS tickets on a daily basis and address all high priority bugs (P1s and P2s) in a timely manner. Bugs will be tracked based on established SLAs (service level agreements).
Accomplishments
•Determine creative ways to reduce customer support calls that are related to product documentation.
•Recommend and implement standards and best practices to improve internal process efficiencies, such as determining ways to reuse content using XML.
•Partner with cross-functional teams to determine ways to leverage common content across multiple groups.
•Take the lead to identify areas in the documentation or process that will improve customer satisfaction and suggest recommendations for high priority customer issues.
•Be a customer advocate and champion change to improve the quality of the documentation and the customer experience. Demonstrate ways to show improved customer satisfaction and improved documentation quality, either through direct customer testimonials or reduced support calls, reduced CRS tickets and reduced documentation bugs.
Required Skills
•Four-year college degree in Technical Writing, English, Communications or related field. Technical degree or experience writing analytical documents (such as statistical documentation) is a plus.
•At least 8 -10 years experience in the Technical Writing industry for a commercially released enterprise level software product.
•Proficient in Adobe FrameMaker 7.2 or later using advanced features such as conditional text and text insets.
•Expertise in web and authoring tools such as Macromedia Dreamweaver, RoboHTML/Flare, MS Office, Adobe Captivate, Visio, MS Project.
•Experience with WebWorks ePublisher Pro 2008 or other single sourcing tools.
•Experience with interactive media such as building tutorials using tools such as Adobe Captivate or other tutorial builders.
•Expert in HTML to create and edit web pages using Notepad or Frontpage.
•Experience using document source control tools to check in and check out documents.
•Excellent writing skills and the ability to articulate complex technical concepts in written form.
•Excellent editing skills to conduct peer reviews as required.
•The ability to drive the necessary processes and standards to manage and produce high quality documentation.
•Strong interpersonal and teamwork skills.
•Strong time management skills.
•Ability to multi-task and work on multiple projects.
•Professional writing samples are required.
•Work with minimal supervision and in a rapidly changing environment.
•Strong knowledge of content management. Recommend best practices for document management using an enterprise level CMS and troubleshoot common problems.
•Strong understanding of XML, concepts, syntax, and schemas, for example (DocBook or DITA XML). Understanding the basics of XSL (XSLT and XSLFO).
•Develop a clear methodology for creating and maintaining stylesheets and DTDs (document type definitions).
Plus
•Previous experience documenting scientific software, or science background in seismology, climatology, geophysics, meteorology, or other earth science is a plus.
•Conceptual understanding of web technologies, relational databases, and software deployed at the enterprise level.
•Experience working with an enterprise level content management system (for example, Documentum or other CMS) including familiarity with hardware setup and configuration. Experience conducting demos and provide hands on training of using a CMS.
•Experience authoring in XML using XML authoring tools such as Epic Editor, XMetal or other tools. Understands taxonomy and metadata usage and be able to recommend best practices to team.
Click
here to apply.
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.