Documentation Analyst, PHIEA

THE POSITION

Are you passionate about creating clear, accurate, and user-friendly documentation that helps staff perform their work with confidence? Pennie is seeking a detail-oriented Documentation Analyst to ensure that operational procedures, system instructions, and reference materials remain current, compliant, and easy to use. If you enjoy organizing information, improving processes, and helping teams work more effectively, this may be the perfect opportunity!

DESCRIPTION OF WORK

The Documentation Analyst is responsible for developing, maintaining, and improving Pennie's operational documentation and internal knowledge base. In this role, you will partner with subject matter experts across the organization to translate complex policies and regulations into practical, step-by-step guidance for staff and consumers. Work includes gathering information from program experts, translating policy into operational instructions, and ensuring that all materials remain accurate as systems and regulations evolve. Your work will directly support Pennie's mission by improving the accuracy, consistency, and usability of the information relied upon during customer interactions and daily operations.

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) full-time. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

• At least two years of professional experience creating, maintaining, or managing operational documentation such as standard operating procedures, knowledge base articles, job aids, process workflows, or training materials; and
• A bachelor's degree (or an equivalent combination of education and experience in lieu of a bachelor's degree).

Additional Requirements:

• You must currently reside in or be willing to relocate to Pennsylvania for the duration of your employment.
• You must be able to perform essential job functions.

Preferred Qualifications (not required):

• Experience with Affordable Care Act (ACA) federal or state-based exchanges or Medicaid programs

• Experience in customer service and call center environments

• Experience with Sisense business intelligence software

• Experience with Genesys customer experience and call center technologies

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. *7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

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