Senior Technical Writer - Customer Experience

Intergraph Huntsville, AL
Overview

Hexagon Safety & Infrastructure provides mission-critical and business-critical solutions to governments and service providers. A global leader, proven innovator, and trusted partner, our software and industry expertise help improve the lives of millions of people through safer communities, better public services, and more reliable infrastructure. Visit hexagonsafetyinfrastructure.com.

Hexagon Safety & Infrastructure is part of Hexagon, a leading global provider of information technologies that drive quality and productivity improvements across geospatial and industrial enterprise applications.

Hexagon's solutions integrate sensors, software, domain knowledge and customer workflows into intelligent information ecosystems that deliver actionable information, automate business processes and improve productivity. They are used in a broad range of vital industries.

Hexagon (Nasdaq Stockholm: HEXA B) has more than 18,000 employees in 50 countries and net sales of approximately 3.1bn USD. Learn more at hexagon.com.

Responsibilities

The Senior Technical Writer is part of the Customer Experience Strategy team and works across multiple teams to ensure that the customer's journey is seamless across the lifecycle of their relationship with the company. The Sr. Technical Writer creates, updates and enhances documentation, which includes but is not limited to online help, user manuals, training and process documentation.

The Sr. Technical Writer will also:

* Champion a user-centered approach to documentation and training design and development

* Lead discussions with customers, marketing, and product managers, to understand the market problems our solutions are intended to solve

* Work with end users, subject matter experts, project managers, and support personnel to ensure that product documentation meets or exceeds users' expectations

* Work with developers to ensure that product updates affecting documentation are addressed in documentation and training

* Proactively seek user feedback and propose improvements to documentation, training, and products based on that feedback

* Ensure that product documentation and training are easily accessible to customers from appropriate sources outside the product

* Provide appropriate illustrations, screen captures, annotated graphics for documentation and training deliverables (multimedia development skills are a plus)

* Support customer events, such as conferences and user group meetings

Qualifications

* Bachelor's Degree in English, Journalism, Communications or a related field and 3-4 or more years of experience

* Prefer a Master's Degree in a related field or Technical Writing certificate

* Experience working with customers/end users to understand and document their needs

* Ability to create task models and translate those into system administrator and end user documentation

* Ability to travel to customers sites (10-25%) to conduct ride-alongs and interviews with security, public safety, and utilities and communications personnel

* Ability to perform tasks that require moderate physical activity such as: walking 2 miles, standing for extended periods of time, lifting and carrying 25lbs (for example, a backpack containing a laptop)

* Ability to support a team of writers by administrating documentation databases is highly desired

* Ability to support a team of writers by developing HTML/CSS templates Is highly desired

* Ability to support development and maintenance of customer contacts database is highly desired

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