Technical Writer

We’re looking for a Technical Writer! Reach out if you’re interested and feel free to refer friends/colleagues!

Type of Employment: Contract

Title: Technical Writer

Term: 6 months + extension

Location: Remote, for now/ Toronto

Job ID number: C1241

Brief description of duties:

As a Knowledge Base Owner/Technical Writer, you will assemble, guide, implement and maintain an effective knowledge base for the EpiCX program that enables better end-user adoption, ultimately benefiting our business and eventually, our patients. You will be collaborating with the various product teams, developers, quality engineers, change agents, and various stakeholders to build a content repository that will make our products easier to use.

• Plan and implement a knowledge base for the EpiCX ecosystem in Service Now
• Study, outline, write and edit new and existing content, working closely with various product teams to understand project and product requirements
• Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
• Independently gather information from subject matter experts to develop, organize, and write procedure manuals, technical specifications, and process documentation
• Collaborate with various leads to identify all documentation repositories, revise and edit, and determine the best solution for data compilation and centralized storage
• Produce high-quality documentation by incorporating business context alongside technical details that meet applicable standards and are appropriate for its intended audience
• Maintain and upkeep the repository through every release cycle
• Create tutorials to help end-users use a variety of products
• Create and maintain the products information architecture within ServiceNow

Must-haves:

• Bachelor’s degree in Science, Information Systems, or related field.
• 5+ years of experience in a similar role or context
• Good working knowledge of ServiceNow Knowledge Base
• Demonstrated experience in managing knowledge base for large transformation programs
• Experience preparing end-user documents for Salesforce CRM or similar systems
• Business domain knowledge for one or more of the following areas: Commercial Excellence, CRM, Multichannel, analytical/dashboards, finance/procurement
• Pharma Commercial Operations experience is an added advantage

Nice to haves:

•  Lives the spirits of an agile innovative culture with a mindset of servant leadership
• Proven ability to quickly learn and understand complex topics
• Superior written and verbal communication skills, with a keen eye for detail
• Experience working with business stakeholders and vendors to improve the user experience: design, UI, and help refine content and create visuals and diagrams for technical support content
• Proven ability to handle multiple topics simultaneously, with an eye for prioritization
• Strong interpersonal skills, skilled in facilitation, situational awareness, communications, and mentoring
• Working knowledge of SDLC and release processes
• Passionate about learning, sharing, and further developing best practices to achieve greater impact
• Strong awareness of geographic, cultural, and organizational opportunities, conditions, and constraints to build sound, sustainable and collaborative relationships with stakeholders.
• EpiCX is a global program, therefore flexibility to attend some meetings (not all) outside “standard” working hours is needed to be successful.