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Technical Writer / Communicator II (Richardson, TX)
ARGO is a leading provider of software and analytics solutions for both the financial services and healthcare industries. ARGO transforms business processes for financial service providers and healthcare organizations using proven business models and software innovation informed by real customer challenges, breakthrough technology, and rich analytics.
JOB SUMMARY
The Technical Communicator II analyzes, develops, and manages ARGO documentation for delivery to customers and implementation projects as defined by the Technical Communicator Lead. The Technical Communicator II also edits online and print communications.
TIME ALLOCATION
- Content Creation, Writing, and Editing (40%)
- Research and Information Gathering (20%)
- Collaboration and Coordination (15%)
- Documentation Management (10%)
- Training and Knowledge Sharing (5%)
- Tool and Process Improvement (5%)
- Administrative Tasks (5%)
OUTCOME/VALUE ADD
At ARGO, a Level 2 Technical Writer significantly enhances our software development process by creating clear, precise, and user-centric documentation. Their expertise ensures that complex technical details are effectively communicated to both internal teams and end-users, reducing misunderstandings and support requests. By collaborating with developers and product managers, they keep documentation up-to-date with the latest software changes, improving overall product quality and user experience. This streamlined approach not only boosts operational efficiency but also elevates customer satisfaction by providing accessible, accurate information that supports successful software adoption and usage.
PRODUCT SUMMARY
ARGO’s mission-driven software company that provides financial services and healthcare customers with the best business practices through technology and analytics. ARGO’s solutions require both deep business line subject matter expertise (SME) talent and concentrated technology SME talent to work across the organization on our financial products including Fraud, Teller Payment, Lending, Omni-channel delivery solutions and/or our healthcare solutions, behavioral health, utilization review, patient identity matching/EMR, and patient financing solutions
EXPECTED WORK AND PERFORMANCE (ESSENTIAL FUNCTIONS)
This section is intended to provide a more detailed overview of what the expectations of the job are such as work to be performed, expected performance results and how they will be measured, as well as connection to corporate strategy, values, and mission. Job duties and responsibilities include the following. Other duties may be assigned as needed.
- Develop documentation plan and development schedule for identified documentation projects. Assist in planning, scheduling, and tracking documentation work to meet product release dates and client deliverables.
- Gather and analyze technical and product information from various sources (such as product demonstrations, project tracking systems, interviews, emails, or phone calls) to document new or changing product functionality.
- Manage documentation projects effectively to meet deadlines and quality standards.
- Proactively escalate project issues, roadblocks, and scope changes as they occur.
- Work with ARGO subject matter experts (SMEs) and other internal groups to develop and maintain documentation that meets established ARGO quality metrics.
- Practice established documentation development and maintenance practices as set forth in the ARGO Corporate Communications Style Guide.
- Write, format, edit, review, and proof procedural and technical information for technical and nontechnical users.
- Provide editing support for all document types, as requested.
- Maintain a library of application documentation, cataloging it for internal and/or external use.
- Research changes to documentation and update existing documents, as required.
- Solicit feedback for measuring documentation effectiveness.
- Conduct user/task analysis to determine documentation requirements with direction from Team Lead.
- Advise other departments on user interface and writing standards.
- Perform peer reviews to ensure ARGO documentation is accurate, relevant, concise, easy to use, and conforms to style guide, writing standards, and ARGO quality metrics.
- Understand, support, and apply effective documentation development and maintenance practices, including the use and continuous improvement of stated processes, procedures, templates, and standards.
- Demonstrate understanding of ARGO's value chain CRP3 (Customer Relationships & Satisfaction, Revenue Expansion, People Management & Development, Process Improvement, and Product Innovation) through actions and accomplishments.
QUALIFICATIONS
- Bachelor's Degree in technical communication, journalism, computer science, or a focus on STEM, Psychology, or a related field preferred. Relevant technical communications experience in a software development environment may substitute for educational requirements.
- Work Experience:
- 3 to 6 years' experience as a technical communicator with demonstrated proficiency in duties and skills.
- Proven project management skills
- Experience in creating documentation for audiences with different levels of technical skill.
- Experience working in a software development environment preferred.
- Experience in the banking, financial services, or healthcare industries a plus
- Software:
- Background knowledge of technical platforms and languages to include coding and scripting languages a plus.
- Proficient in Adobe Acrobat Professional, Microsoft Office Professional Suite (Word, Excel, PowerPoint, and Visio)
- Experience using MadCap Flare or similar help authoring tools, Microsoft Visio, and graphics or image capture tools (SnagIt) a plus.
REQUIRED SKILLS/EXPERIENCE/KNOWLEDGE
- Writing and editing: Communicate information effectively to customers, technical staff, managers, executives, and sales and marketing teams.
- English language: Thorough knowledge of the English language including grammar, spelling, and usage.
- Technical communication standards and practices: Adhere to standard technical communication processes.
- Technical: Apply the most appropriate technology for the documentation type.
- Information gathering: Understand information gathering, analysis, design, verification, and management practices and apply them effectively. Demonstrate information-gathering techniques and apply them to the software development life cycle.
- Information organization skills: Arrange and classify multiple pieces of information effectively.
- Synthesis/reorganization: Restructure information for a better approach to problems or tasks.
- Analytical: Critically evaluate information gathered from multiple sources, reconcile conflicts, and break down complex information into accessible concepts appropriate to the audience.
- Interviewing and questioning skills: Talk with individuals and groups about their needs and ask probing questions to gather pertinent content.
- Active listening: Use active listening techniques to gather information and delve deeper for more information.
- Active learning: Work with new information to grasp its implications.
- Speaking: Clearly and concisely convey information to others for effective communication.
- Observational: Use observation techniques to determine other sources of data for information gathering.
- Interpersonal: Negotiate technical and end-user documentation priorities and escalate as necessary to resolve conflicts among project stakeholders.
- Data Modeling: Represent information in graphical forms that augment textual representations.
- Writing: Provide exemplary writing skills
- Supervision and direction: Work effectively, either in a team or independently, with supervision.
PREFERRED SKILLS/EXPERIENCE/KNOWLEDGE
• Certification in technical writing or a related field (e.g., Certified Professional Technical Communicator (CPTC).
• Experience with advanced documentation tools such as MadCap Flare or Confluence.
• Knowledge of scripting languages like Python or JavaScript for creating dynamic content or automated documentation.
• Experience in creating video tutorials or other multimedia content to complement written documentation.
• Familiarity with cloud platforms and services (e.g., AWS, Azure, Google Cloud) for documenting cloud-based solutions.
• Understanding of UX/UI principles and experience in designing user-friendly documentation layouts.
• Experience with localization and translation processes to support global audiences.
• Background in data analytics to measure and improve the effectiveness of documentation.
ALIGNING TO ARGO VALUE CHAIN
A Technical Writer 2 plays a crucial role in aligning with the product and process portions of the ARGO VALUE CHAIN (CRP3) by ensuring that technical documentation accurately reflects both the product's features and the underlying processes used to develop it. They bridge the gap between complex technical details and user-friendly content, working closely with product managers and engineers to gather insights and updates. By meticulously documenting processes and product functionalities, they contribute to a coherent narrative that enhances user understanding and supports smooth implementation. This alignment helps maintain consistency across all product-related materials and facilitates a seamless integration of processes within the value chain.
ATTENDANCE/WORK LOCATION
The position is based in our Richardson, TX office. Daily physical presence in the office is required for interaction with co-workers, attending meetings, and for collaboration on projects.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to stand, walk; sit stationary; constantly operate computer keyboarding and office equipment. talk or hear, to communicate with employees, and/ or customers (must be able to exchange accurate information in various situations). The employee is required to regularly communicate with other employees, confer or coordinate with other employees. The employee is required to evaluate, edit, revise, update, and provide solutions to critical data development and solutions.
DISCLAIMER
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
ADDITIONAL REQUIREMENTS:
Applicants for U.S. or Canadian based positions with ARGO must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available at this time for ARGO positions.
Pre-employment background screening will be conducted.
Department: Corporate Communications
This is a full time position