Technical Documentation Specialist

JOB PURPOSE

Reporting to the Manager, Application Development, Delivery and support, the Technical Documentation Specialist is responsible to:

• Write, publish and distribute technical documents, including user manuals, workbooks, installation procedures, test plans, training and materials reference guides, release notes, interface documents and service bulletins for software applications/hardware.
• Maintain documentation standards and follow processes throughout the software development life cycle.
• Research, write, edit, proofread, and maintain documentation.

KEY OUTPUTS

• Detailed technical requirements specification produced.
• Comprehensive, standardised, high-quality documentation appropriate for its intended audience.
• Detailed installation instructions and Change Release Notes
• Completed training material and other technical documents.
• Detailed user-oriented training manuals
• Comprehensive training content for the Learning Management System.
• Report prepared and submitted.
• Guidance, advice and support given.

KEY RESPONSIBILITY AREAS

Technical/Professional Responsibilities

• Research, write, edit, and proofread complex technical data, working closely with various departments to understand project requirements.
• Gather information from subject matter experts to create, maintain and update manuals, procedures, specifications, and other documents.
• Create, maintain and update installation instructions, training material and other technical documents.
• Work with development and support leads to identify all documentation repositories, revise and edit, and determine the best solution for data compilation and centralised storage.
• Create, compile and deliver software developmental documentation packages.
• Review, revise, modify or edit documents prepared by others.
• Coordinate project plans and budgets and determine resources.
• Compile, organise and write online help files to support end-users.
• Writes technical documents in compliance with the company’s established standards and guidelines.
• Evaluate and recommend revisions to standards and guidelines.
• Provide writing, editing and design support to other team members.
• Develop a thorough understanding of the audience and the documentation required by meeting with colleagues and working with managers to discuss technical problems.
• Research and build knowledge about services, technology, or concepts to be documented.
• Determine the most precise and logical way to present information and instructions for excellent reader comprehension.
• Prepares or commissions graphics and illustrations to elaborate on or complement technical writing.
• Creates, adapts, and follows project schedules and deadlines.
• Evaluate current content and develop innovative approaches for improvement.
• Research user requirements and designs and develops user assistance materials for various audiences, including end users, system administrators, internal support engineers, product developers and training developers.
• Analyse existing and potential content, focusing on reuse and single-sourcing opportunities.
• Create and maintain the information architecture.
• Develop and maintain detailed databases of appropriate reference materials, including research, usability tests, and design specifications.
• Work with our cross-agency team to develop online documentation, quick start guides, tutorials/training videos, and blogs to deliver an outstanding information experience.
• Edit curriculum scripts according to style and interactivity requirements based on curriculum and designer documentation; work closely with Scrum teams to determine and implement appropriate format.

Management/Administrative Responsibilities

• Participate in the development of departmental policies.
• Prepare reports as required by management.
• Escalate unresolved problems to the appropriate levels.
• Work within cross-functional teams, including software developers, QA, BA, workstation support engineers, Administrators, and managers.
• Coordinate with multiple teams to create/edit functionality documents and flowcharts for developing new content.
• Collaborate with project teams, business analysts, quality assurance, and knowledge management to create documentation that establishes the alignment between member service, business processes, and information technology.

Human Resources Responsibilities

• Build and maintain strong relationships with team members and clients.
• Work as part of a team to achieve department targets.
• Take responsibility for personal development in line with agreed annual performance objectives.

Customer Service Responsibilities

• Maintains customer service principles, standards and measurements. 
• Identifies and incorporates the interests and needs of customers in business process design.
• Ensures critical success factors are identified and meet expectations.

Other Responsibilities

• Perform all other duties and functions as may be required occasionally.   
• May be required to provide witness statements, attend court proceedings, and give evidence.  
• Comply with Health & Safety Policies & Procedures.

REQUIRED COMPETENCIES

Core

• Effective oral and written communication skills, especially with professional colleagues and non-technical users.
• Keen commitment to providing superb customer service.
• Maintains up-to-date knowledge of standard language authoring, editing and content development tools.
• Strong analytical and problem-solving skills
• Excellent planning and organising skills.
• Ability to explain concepts clearly.
• Pay attention to details and accuracy.
• Ability to display high professionalism, integrity, confidentiality and ethics.
• Provide appropriate professional advice, assistance and liaison to ISU colleagues and clients when necessary.
• Ability to communicate, interact and work effectively and cooperatively with all people, including those from diverse ethnic and educational backgrounds.

Technical

• Excellent skills in Microsoft Outlook, Word, Excel, PowerPoint, Visio and Google Docs
• Business Process Modelling and Business Writing Skills
• Working Knowledge of Microsoft Project
• Adept with Visio for process mapping
• Proficient in the use of UML and Use Cases
• In-depth understanding of the Software Development Life Cycle
• Working knowledge of Agile methodologies
• Understanding of IIBA principles and practices (BABOK)
• Excellent ICT Conceptual and Design Skills
• Excellent documentation skills
• Understanding Knowledge of Object-Oriented Programming and Database design techniques,

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Bachelor of Computer Sciences, Information Management or similar ICT-related disciplines
• At least four years of professional technical documentation writing experience
• Proven development experience in desktop, web, and mobile development.
• Demonstrated superior writing abilities and attention to detail.
• Experience in Multimedia Content Development would be an asset.  
• Knowledgeable of content management systems.
• Previous software development experience.
• Experience in authoring tools and video-creation and editing software.

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• Work will be conducted in an office outfitted with standard equipment and specialised software.
• The environment is fast-paced, with ongoing interactions with critical stakeholders and meeting tight deadlines, which will result in high degrees of pressure on occasion.
• May be required to travel locally and overseas to attend conferences, seminars and meetings.
• Expected to demonstrate a high level of integrity and professionalism