Manager Information Design and Development

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

29-Sep-2020

Job ID:

28209

Travel Amount:

None

Secondary Locations:

IND Bangalore II

Description and Requirements

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.

Manager, IDD

Position summary

The IDD Manager must have a strong background directing technical writing teams for software products. The IDD

Manager must have significant experience managing the activities and personnel of a technical documentation team as

well as experience working with functional departments to ensure timely development of content for technical manuals

and work schedules for meeting deadlines. The IDD Manager is also responsible for recommending documentation

changes in response to technical and customer requirements. The IDD Manager must be able to interact with team

members, customers, and functional peer group managers to foster a cooperative effort among members of a project

team as well as recommend changes to policies and establish procedures that affect the immediate organization.

The position requires a strong understanding and working knowledge of the software development process,

documentation and individual project lifecycles, as well as project management and software development

methodologies; ability to take assignments, analyze the situation or data presented, and determine the best use of

resources to meet schedules and goals while following processes and operational policies in selecting methods and

techniques for obtaining solutions. The IDD Manager acts as an advisor and mentor to team members regarding skill,

knowledge, and career growth. Experience in managing budgets and developing, administering, and managing schedules

required.

Job functions

Team leadership

Represent and manage a documentation team, coordinating the activities and assignments of those writers or

editors to ensure on-time delivery of documentation deliverables.

Aggressively lead the paradigm shift in IDD from writers who draft feature text, to information developers who

deliver the right user-assistance information in the best possible media to ensure customers understand and derive

timely value from BMC products and solutions. Own the transformation and help teams think and operate in terms

of what they and IDD can do rather than feeding the focus on what IDD cannot do and why writers can only

document features.

Hire, train, and develop a documentation team.

Build relationships and work well with groups internal and external to IDD and BMC.

As directed by the Senior Management, provide input to the management team about writers and editors outside

of direct reports for performance evaluations. Formally evaluate performance and conduct performance reviews of

all direct reports. Make recommendations to the IDD Manager regarding training needs of individual writers and

editors.

Recommend and approve IDD staff member rewards and recognition.

Address training and career development needs of individuals and teams.

Mentor team members with a focus on improving skills and career development. Provide objectives to all writers.

Identify enablement writers, and help them focus on the right activities and deliverables that support the top-level

use cases and objectives.

Support enablement engineer development, ensuring that their objectives, incentives, and development plans

support them being able to understand, install, use, and demonstrate use cases they own, and that they are able

to build user experience and solution level use cases

Determine disciplinary actions and administer positive discipline to team members.

Present new concepts, methodologies, and technologies to team members.

Orient new writers and project team members to processes, procedures, and tools.

Effectively communicate key technical concepts, verbally and in writing, to team members and subject matter

experts.

Evaluate tools and new technologies for developing and delivering content.

Ensure the writing staff has required hardware and software. Coordinate, order, and track software licensing.

Perform administrative duties, including time sheet approval.

Manage departmental operating budget to agreed targets as directed by senior management.

Research and development of documentation

Own the development, execution, and publication of high-quality technical documentation with a team of

information developers and cross-functional colleagues.

Define documentation deliverables for projects, and create the associated documentation plans and schedules.

Create project plans.

Provide guidance to enablement engineers and the writing team to ensure IDD delivers the right information for

customers to derive value from BMC products and solutions in the fastest possible time.

Evaluate existing documentation, make recommendations for improvements, and improve usability for future

releases. Evaluation is based on feedback from a variety of resources, such as engineering, product management,

field engineers, support, education, QA, and IDD.

Participate in meetings to learn about products and features. Lead group interviews with subject matter experts.

Gain an understanding of assigned products and cross-product integrations through guided training and individual

study. Install and work with prototype applications.

Interact with internal and external customers to understand documentation and product usage.

Lead customer feedback calls and review field reports. Educate IDD team members to drive documentation

improvements.

Monitor documentation analytics tools to identify documentation usage patterns, and make documentation

improvements accordingly.

Contribute to the entire process for documentation creation and maintenance with the ability to be hands-on as

required.

Schedule technical peer reviews to ensure documentation quality and consistency.

Ensure all published information is available and current.

Ensure work produced by team members meets departmental policies, procedures, and standards.

Understand and drive requirements for Sarbanes-Oxley (SOX) specific to IDD, and ensure compliance through

appropriate record keeping, policies, and practices.

Ensure that all documentation collateral is archived.

Work with localization and project managers to ensure standards are adopted and documentation is optimized for

localization.

Project leadership

Take a conceptual approach to projects and set the direction.

Set priorities for documentation projects.

Demonstrate effective use of project resources and project planning tools to estimate task duration, define the

scope of assignments, prioritize conflicting deadlines, and provide project and risk assessment.

Drive customer programs, competitive analyses, and contribute to product refinement by conducting usability

workshops.

Effectively and consistently communicate team status and risk mitigation plans to associate managers, peer

managers, and cross functional leadership.

Make decisions about product and documentation issues. Escalate as needed to senior management.

Conduct post-implementation reviews and drive change based on recommendations and lessons learned.

Partner with Senior ID Specialists on special projects.

Participate in other projects as assigned by management.

Qualifications

Minimum 10 years experience developing technical documentation.

Minimum 5 years management experience in technical communications.

Must have participated in full product development lifecycles of software products (whiteboard to production) and

successfully brought documentation deliverables to market.

Must have experience developing documentation for online presentation.

Ability to understand IDD’s role in supporting BMC products and solutions, and the overall needs of the business.

Ability to understand the customer perspective and issues, and synchronize that with product implementation.

Proven leadership, performance management, career development, planning, execution, scheduling, and

negotiation skills.

Ability to adjust priorities.

Ability to simultaneously lead multiple projects.

Strong writing, editing, and proofreading abilities.

Strong project management skills.

Ability to train and mentor IDD team members on new and emerging communication techniques and technologies.

Proven coaching, mentoring, and team-building skills.

Ability to address difficult issues, make tough decisions, and communicate constructive feedback.

Strong ability to acquire, synthesize, and present technical information using a variety of effective presentation

skills.

Ability to demonstrate and articulate business value and differentiators of the products you support.

Ability to become proficient with the products you support.

Excellent technical writing skills.

Excellent (written and verbal) communication and interpersonal skills.

Ability to effectively present ideas in a variety of presentation media.

Ability to work effectively with global and culturally diverse departments and groups.

Strong commitment to teamwork.

Strong leadership skills.

Willingness to accept responsibility and accountability.

Strong supervisory skills.

Strong time management skills.

Characteristics: Professional, organized, high energy, strong technical aptitude, diplomatic, decisive, independent,

flexible, detail oriented, problem-solver, self starter, driven, a team advocate.

Education

At minimum, a B.A. degree in Technical Communications, English, Journalism, Professional Writing, Marketing,

Public Speaking; or B.S. degree (with a background in writing) or equivalent in Computer Science, Engineering, or

Human Factors. Prefer an M.A degree in Technical Communications or an M.B.A. degree.

Prefer formal management training classes in hiring, performance management, and project management.

Date: 2020-08-28 7:48

URL: https://docs.bmc.com/docs/x/2pfxNg

Aparna Saxena Page 5


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