The incumbent manages the design of both internal and external facing website and software applications, as well as the development of supporting documentation, including writing and updating user guides, marketing content, education material and online help in various formats for various software as a service products.

Duties and Responsibilities

• Creates and maintains interface and design standards to stimulate usage through page design and layout enhancing the interaction between brand user experience;
• Works collaboratively with Product Managers to develop optimal user workflows based on site usability audits to ensure application functionality;
• Creates standard information architecture documentation including wireframes, process maps, user flows, user scenarios, functional specifications, navigation schemas, documentation and prototypes;
• Designs user tests, focus group sessions, questionnaires in order to elicit formal and informal feedback;
• Designs, creates, writes and delivers new end-user documentation (i.e. user guides, release notes, support and training documents) and maintains and updates existing documentation in conjunction with product release schedule;
• Organizes content and completes writing projects according to established standards regarding order, clarity, conciseness, style, and terminology;
• Maintains records and files of work and revisions according to standard operating procedures;
• Researches supporting material to ensure familiarity with product technologies and production methods;
• Edits, revises and standardizes content prepared by product and development teams as required;
• Works collaboratively with other writers, Communications Specialists, Product Managers, Business Analysts, and Developers on projects;
• Confers with end-users, vendors, and subject matter experts to establish technical specifications and to determine subject material to be developed for publication;
• Reviews published materials and recommends revisions and/or changes in scope, format, content, and methods of reproduction and binding;
• Prepares files for translation and ensures on-going changes are tracked for translation;
• Adheres to format, content and style guidelines, giving consideration to usability, ensuring accuracy, consistency and quality;
• Collaborates with design team to lay out material for publication;
• Analyzes developments in specific field to determine need for revisions in previously published materials and development of new material;
• Manages priorities according to project timelines ensuring the optimal development and distribution of internal and external communications (electronic and print);
• Ensures quality and consistency in the creation and execution of all documentation and marketing materials;
• Performs various other duties as delegated or assigned.

Required Knowledge, Skills and Experience

• At least three to five (3-5) years experience working in modern web application development environments designing interfaces and writing technical documentation for business web applications;
• Post secondary degree/diploma in essay-based program (i.e. Communication, English, Journalism, etc.) with preference given to candidates who have studied Human Factors, Human Computer Interaction and user-centered design methodologies;
• Proven high proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint, Visio), Adobe FrameMaker, Illustrator, and PhotoShop;
• Hands-on knowledge of media production, communication and dissemination techniques and methods, including alternative methods to inform and educate via written, oral, social and visual media;
• A firm understanding of Adult Learning Theories with knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups as well as the measurement of training effects;
• Advanced knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar;
• Demonstrated ability to write for different audiences, from novice to expert, and be flexible to adjust content for use in different markets and implementations;
• Experience producing high-quality documentation in a software environment;
• Experience using documentation production applications like MadCap, RoboHelp, Adobe Acrobat Pro and Wikis;
• Superior written and oral communication skills with proven analytical skills;
• Exceptional attention to detail, ability to set priorities and manage multiple projects simultaneously;
• Ability to work independently with minimum supervision as well as work effectively within a team;
• Possessing a keen eye for design and layout in various media and can leverage the latest tools to effectively communicate with end-users;
• Self-directed and team-oriented with the ability to understand the needs of end-users, and deliver the documents necessary to make them successful;
• Proven ability to collaborate with Business Analysts, Product Managers, Software Developers, QA Analysts as well as other staff to understand and document new products and product enhancements;
• Practical familiarity with computer hardware and software, including applications and programming as well as multiple document formats with the ability to create online help applications;
• Demonstrated experience performing as part of a highly creative and agile marketing team within in a fast paced technical environment;
• Effective team-building and time management skills and a strong knowledge of project management fundamentals and methodologies;
• Experience working with creative designers and web developers;
• Knowledge of context sensitive help implementation to help simplify user interfaces;
• Enthusiasm for new technologies and the latest trends in technical writing and help issues;
• Ability to update website content using a content management system and experience with HTML Help file and WebHelp creation and CSS coding an asset;
• Bilingualism (French & English) an asset;
• Entrepreneurial spirit suitable for fast-paced, results-based environment requiring flexibility to ever-changing needs.