The Information Design and Development (IDD) team for the Digital Services and Operations BU is a large, global team of Technical Communicators with a strong presence in Pune and Bangalore. We offer interesting and challenging work in a large and dynamically developing company, exciting projects involving newest technologies, collaborative environment, and professional development opportunities. We also offer excellent compensation and benefits package, with a performance bonus program.
Primary Roles and Responsibilities:
We re looking for a Senior Information Developer with a proven ability to learn technical products, comprehend difficult concepts, and translate them into clear, concise guidance for those using the products. The successful candidate takes an active role in developing the customer-facing technical information and making recommendations to improve the products.
The Senior Information Developer is an active participant within the IDD team, works closely with information architects, editors, and lead writers, and sets the standard for less senior team members.
The successful candidate must understand the SaaS customer journey and collaborate on defining the requirements, developing and validating the content, and delivering a successful information experience for SaaS customers.
The individual in this role must have exceptional planning, project management, and collaboration skills and must be able to ramp up quickly and excel in a fast-paced environment. We re seeking applicants who have proven experience delivering intuitive, engaging product information for SaaS customers in dynamic 30-day release cycles.
Quickly learn, document, and teach the use, features, and benefits of innovative software products and solutions to technical audiences.
Make recommendations to improve technical information based on the needs of the target audience, improve the content model, style, and structural elements of BMC documentation.
Deliver measurable, high-quality results to ensure a positive, successful customer experience.
Work effectively with cross-functional teams and within the processes and systems established by those teams.
Balance and prioritize projects, individual work, and team-based documentation delivery. Handle multiple projects effectively, demonstrating strong initiative, critical thinking, and good judgment.
Mentor junior members of the team.
Report accurate and timely status for all assignments. Escalate issues and risks to management with appropriate mitigation recommendations.
Excellent technical writing, communication, and interpersonal skills.
Minimum 6 years of experience developing technical documentation for enterprise SaaS users, system administrators, and other technical audiences.
Experience with Enterprise SaaS solutions.
Excellent collaboration, and negotiation skills.
Highly proficient with industry-specific authoring and graphics tools, such as Confluence wiki, Whatfix, Gainsight PX, Javadoc Help, RoboHelp, HTML, XML, Adobe Acrobat, Adobe Illustrator, Paint Shop Pro, Visio, SnagIT, Synthesia, Camtasia, and Captivate.
Experience with analytics tools and proficiency in discerning actionable insights from analytics data.
A strong understanding of the documentation development process, the software development process, and product lifecycles.
Ability to understand and document the big picture of product interactions and integrations.
Ability to work effectively with globally distributed and culturally diverse departments.
Ability to maintain professionalism when representing IDD. Help IDD cultivate good working relationships with groups internal and external to IDD and BMC.
Education: Bachelor s degree, certificate, or equivalent experience in Technical Communications, English, Journalism, Professional Writing, Marketing; or bachelor s degree or equivalent in Computer Science, Engineering, or Human Factors.
DESIRED (NICE-TO-HAVE) SKILLS:
Experience with ITOM, ITSM, or Service Ops SaaS solutions.
Recent experience authoring content in a wiki environment.
Experience developing videos, interactive diagrams, simulations, or other e-learning elements.
Thorough understanding of iterative and Agile project management methodologies.
Passion for learning new technologies and automating processes.
Experience in researching industry standards and conducting competitor analyses.