Develop and maintain SOPs, QRGs, FAQs, announcements, and related Online Help content.
Update documentation to reflect policy changes, revised procedures, and system enhancements.
Test system changes in non-production IEDSS and Benefits Portal environments and capture screenshots as needed.
Prepare vetted and approved content for posting and maintain proper documentation archives.
Review system releases, change requests, and defects; recommend content updates and announcements.
Manage content requests through workflows, including reviews, revisions, and approvals.
Monitor and respond to Online Help inbox requests and inquiries.
Convert existing content to redesigned Online Help templates.
Participate in required meetings and collaborate with internal and partner teams.
Support research, special projects, and additional initiatives as needed.

Bachelor's degree or 3 years of experience on the project preferred
SME as it relates to policies and procedure
Strong technical writing, editing, and proofreading skills with a user-focused approach.
Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Teams, SharePoint, OneNote, Planner, Copilot).
Familiarity with IEDSS and/or Genesys Cloud strongly preferred.
Excellent time management, research, and problem-solving skills.
Ability to manage multiple priorities and adapt to changing deadlines.
Comfortable working against release schedules and firm deadlines.
Open to feedback with a focus on continuous improvement.

Technical Writer

Key skills