Technical Writer Project Specialist

In this role, you will deliver training courses that are part of a defined curriculum to support a hyper-scale, global organization. The Technical Trainer/Writer assesses the training needs of our Employees and then develops the training curriculum that provides users with the necessary product (hardware and software) training in order to function well in their jobs. The Technical Trainer/Writer will be responsible for creating documentation to assist the team with communication, training, projects, organization, processes and procedures, and will also be expected to help with the creation of the Certification Exams, aimed at driving consistent adherence to processes across a geographically diverse organization.

How You Will Make a Difference

Lead the initiative to audit the current knowledge base systems and provide strategic recommendations for changes and improvements

Write concise documentation including but not limited to the following: knowledge base processes, best practices, communications, and presentations

Create and maintain internal site content for organization, content accuracy, and brand

Maintain library for communications team's document control, team collaboration, and external socialization

Write and simplify processes and procedures into understandable language, workflows, and instructions

Participate in all aspects of documentation development from project planning through project release, including but not limited to developing, writing, editing, and publishing the content

Look for operational efficiencies while documenting content and communicate areas of improvement within process to SMEs and managers
Work collaboratively with various teams and disciplines to develop documentation that satisfies its intended purpose, within schedule and budget limitations

Lead or assist with retention, file naming, and file storage initiatives

Understand and apply context towards different content types, tailor content to best fit the audience, and apply critical thinking to ensure that content meets standards

Maintain working knowledge of other industry-standard platforms

Create internal forms to collect information and kick-off internal tracking process for new project requests

Deliver a defined technical training curriculum in an in-person and/or virtual classroom environment

Work with the Management team and other cross-functional groups to build quality training courses

Planning of training logistics and communication templates for large technical rollouts

Work with the Operations Managers and Development Teams to understand the training needs of their community

Onboard, train, and collaborate with contract IT Trainers and other technology vendors

Collaborate with the Training Program Manager to plan, build, update the training curriculum and Certifications exams

Build course materials such as slide decks, lab handouts, lecture manuals, assessments, and reference guides

Support development of digital content such as videos, interactive content, etc., for a Learning Management system

Provide feedback to the technical publications team on how to improve the training courses, certifications, and digital content

This is an onsite Position in Pleasanton, CA

What You Will Need to Succeed

Bachelor's degree required

Minimum 5+ years of experience as a Content or Technical Specialist

Minimum 3+ years of experience in Learning and Development

Proficient in Google Suite of tools (Google docs, Google Sheets, etc.)

Experience with ServiceNow which house Knowledge base content

Proficient in AI Tools and utilizing them in the daily business operations

Creative / Graphic Design experience

Editorial, copywriting, and/or analytics experience

Effective communication, presentation, interpersonal, multi-tasking, and writing skills are required

Ability to effectively collaborate and influence across multiple teams and stakeholders

Should have a customer service mindset, be highly motivated, and a team player

Ability to work independently and prioritize job responsibilities

Relevant experience in computer sciences preferred

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