Lead Technical Writer - Vancouver

Basic Information

Country

Canada

State

British Columbia

City

Vancouver

Date Published

12-Oct-2021

Job ID

31894

Travel Amount

None

Description and Requirements

BMC Software is looking for a Lead Information Developer with a proven ability to learn technical products and to comprehend, coordinate, and articulate complex subject matter, translating difficult concepts into clear, concise guidance for those using the products and related services. The successful candidate takes project ownership and an active role in gathering and coordinating information from multiple teams to develop the customer-facing technical information.

The Lead Information Developer is an active participant within the IDD team and with other cross-functional colleagues, such as those in product management, engineering, QA, customer support, DevOps, product operations, and education. 

In addition to learning the products and being a strong customer advocate, the individual in this role must have a clear understanding of the SaaS customer journey and the ability to collaborate on defining requirements, developing and validating the content, and delivering a clear and successful information experience for SaaS customers as well as containerized deployments.

Exceptional planning, project management, communication, and collaboration skills are required. Ability to ramp up quickly and excel in a fast-paced environment is a must.

We Offer:

Interesting and challenging work in a large and dynamically developing company
Exciting projects involving newest technologies
A collaborative environment
Professional development opportunities
Excellent compensation and benefits package with a performance bonus program

Roles & Responsibilities:

Design, develop, and deliver an intuitive information experience for BMC Helix Digital Workplace in collaboration with other members of the writing and editing team.
Create product information in appropriate delivery formats, such as videos, tutorials, animated images, help systems, and wiki topics to ensure an optimal onboarding and learning experience for new customers and effective visual guidance and details for existing customers 
to troubleshoot and self-solve issues.
Analyze usage trends, identify actionable insights, execute needed changes, and track improvements.
Manage competing priorities and complete frequent requests for documentation updates, new documentation, and customer notices. 
Make recommendations to improve technical information based on the needs of the target audience. 
Ensure consistency and continuity with other BMC documentation, customer notifications, and policies with appropriate nuances for SaaS. 
Make recommendations to improve the content model, style, and structural elements of BMC documentation. Initiate and recommend creative ways to improve technical information deliverables and processes. Use creative approaches to solving problems.
Balance project management, individual work, and team-based documentation delivery. Prioritize assignments based on business needs. Balance work volume and quality documentation. Handle multiple projects effectively, demonstrating strong initiative and good judgment.

Skills Required:

Minimum 3 years of directly applicable SaaS experience 
Experience with ITOM, ITSM, or ESM SaaS solutions
Excellent communication, collaboration, and negotiation skills
Highly proficient with accepted industry-specific authoring tools, such as Confluence wiki, HTML, XML, Adobe Acrobat, Snagit, Camtasia or Captivate, Paint Shop Pro, and so on
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
Excellent communication and interpersonal skills with the 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

Nice to Haves:

Strong understanding of cloud services, container technologies, and cognitive capabilities
Recent experience authoring content in a wiki environment
Recent experience developing content for SaaS
Experience developing videos, interactive diagrams, simulations, or other e-learning elements
Thorough understanding of iterative and Agile project management methodologies
From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.