Technical Writer III

The client Department of Public Instruction is seeking a Technical Writer. This position will serve as a member of the Customer Services Team under the Division of Libraries and Technology. The Customer Services Team is responsible for assisting in a statewide data collection program called WISEdata. Data collected is also used to feed other vendor systems which streamlines data collections and reduces redundancy. WISEdata integrates with WISEid, our identity management system. In addition, WISEdata provides the data used by DPI's WISEdash business intelligence and reporting system used for public reporting and by client districts and schools.

The Customer Services Team also assists in collecting staff data through a statewide data collection application called WISEstaff. In addition, the team maintains School Directory data, hosts the annual WISEdata Conference, and handles DPI application security. The team provides communications, workshops, training materials, and data submission guidance to schools. The Technical Writer position is responsible for understanding, creating, and maintaining all user-facing documentation, training materials, and general communications for the WISE applications and other Customer Service efforts.

The position will communicate and disseminate complex and technical information more easily to customers. Under general supervision of the Customer Services Team manager, this person will work closely with others to accomplish project objectives, or function independently to accomplish daily work requirements as a member of the Customer Services Team. Objectives, priorities and deadlines are established in consultation with the department program area leaders, project managers, and the Customer Services Team manager.

Goals and Work Activities: 60% Create and Maintain End User Documentation

1. Provide documentation on DPI webpages to explain the most up-to-date data submission guidance

2. Write and maintain knowledge base articles and webpage content

3. Collaborate with many internal DPI teams on software development, requirements, policies, and data submission best practices

4. Understand WISEdata Ed-Fi Integration and WISE applications

5. Recognize software or training issues impacting client schools and determine documentation needs/gaps

6. Select appropriate medium for message or audience, such as manuals, videos, or e-learnings

7. Standardize content across platforms and media

8. Revise documents as new issues and updates arise

9. Create and communicate application release notes

10. Assess and address current documentation to improve user experience and understanding

20% Create and Maintain Training Materials

1. Work with trainer and other team members to develop new user training materials

2. Develop and maintain application training materials, including e-learning courses, user guides, and tutorials

3. Attend conferences to present, train, and support DPI WISE systems, as needed

4. Collaborate with the Customer Services Team for team projects, training, and general understanding

5. Review presentation slides for grammatical and content accuracy

6. Co-create training video script content

15% Draft Mass and Targeted Communications

1. Work with subject matter experts on communication content

2. Draft communications to various audiences with different objectives

3. Work with internal stakeholders to review content and ensure accuracy

4. Send communications as needed

5% Professional Development and Other Duties as Assigned

1. Keep abreast of updates to applications and procedures

2. Participate in meetings and trainings, as appropriate, including participating in WISE User Groups

3. Participate in related professional development activities

4. Maintain awareness of operating procedures, activities, and best practices of the team and division 5. Other duties as may be assigned

Required Skills:

? strong written and verbal communication skills

? Experience performing external communications

? Ability to work well independently

? Ability to process and document a fundamental understanding of end-to-end customer experience integration and dependencies

? Preparation and maintenance of documentation and training materials

? Experience writing about a technical, software system

Required Technical Skills:

? Ability to grasp technical concepts and communicate with product owners and subject matter experts

? Must have proficiency with Google suite

Preferred Experience:

? Experience working with education software systems at the school, district, or state levels

? Understanding of application programming interface (API) technologies

? Knowledge of data warehousing and reporting

? Experience with Drupal webpage content management

? Experience writing knowledge base articles

• Experience level: Experienced
• Minimum 5 years of experience

• Education: Bachelors (required)