Job
Description
JOB SUMMARY The Technical Editor/Writer will play a critical role in creating, organizing, and maintaining high-quality internal and client-facing documentation to support Service Delivery and Internal Service Delivery teams. In addition to producing accurate and accessible documentation, the Technical Editor/Writer will collaborate with team leads, SMEs, and the Communications Manager to ensure timely updates and alignment with priorities. The Technical Writer will also have Technical Editor job responsibilities for any Service Delivery Reports that cannot be outsourced or offshored due to client contractual or legal, regulatory requirements. This role reports to the Director of Client Success Operations. Essential Functions: Technical Editing: Perform technical editing of client deliverables as needed, ensuring consistency with report templates, brand standards and contractual requirements when offshore support cannot be used. Edit, proofread, and format technical documents to ensure consistency in tone, terminology, grammar, and alignment with templates and brand standards. Manage high volumes of reports with accuracy and attention to detail, ensuring timely completion across multiple service lines and projects. Cross reference information and data to ensure report accuracy. Review and finalize reports for accuracy, clarity, and compliance with internal quality standards, coordinating with service delivery teams to resolve issues and meet deadlines. Documentation & Content Creation: Develop and maintain internal documentation such as standard operating procedures, how-to guides, process manuals, and service delivery artifacts. Translate complex technical processes into clear, user-friendly documents tailored for both technical and non-technical audiences. Create training materials, onboarding content, and quick-reference guides for various business units. Ensure consistency in terminology, formatting, structure, and tone across all documents. Strategic Content Management Partner with team leads to identify documentation needs and set update/review cadences. Establish and maintain a document versioning and governance process to ensure content accuracy and compliance. Collaborate with the Communications Manager to align documentation priorities with the broader editorial calendar. Recommend and implement best practices for document storage, access, and lifecycle management. Collaboration & Coordination Build strong relationships with internal stakeholders to ensure documentation meets operational needs. Track documentation ownership and team lead points of contact across departments. Knowledge, Skills, and Abilities: Strong writing, editing, and content structuring skills with the ability to translate complex technical or regulatory concepts (e.g., SOC, ISO, PCI, FedRAMP) into clear, accessible documentation for various audiences. Proficient with documentation platforms and collaboration tools (e.g., Confluence, SharePoint, Microsoft 365), with an understanding of content governance, version control, and knowledge management best practices. Exceptional writing and editing skills with the ability to translate complex technical or regulatory information into clear, concise content tailored to diverse audiences. Proficient in content structuring, formatting, and the creation of visual aids (e.g., flowcharts, tables, diagrams). Ability to build relationships and work collaboratively with subject matter experts, team leads, and cross-functional teams. Capable of identifying documentation gaps, improving processes, and aligning content efforts with business goals; comfortable learning new tools and adapting to evolving needs. Strong organizational and time management skills with a demonstrated ability to prioritize and multitask. Education, Work Experience, and Certifications Bachelors degree 3–5 years of experience in technical writing, documentation management, or a related role. Exceptional written and verbal communication skills with a keen eye for detail. Experience creating and managing documentation for compliance-driven environments (SOC, ISO, PCI, FedRAMP, etc.). Strong project management skills with the ability to manage multiple priorities and stakeholders. Familiarity with content management systems, documentation tools (e.g., Confluence, SharePoint, Microsoft), and editing software. Comfortable working with offshore teams and leading cross-functional initiatives. Role & responsibilities Preferred candidate profile
