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Technical Writer

As the Technical Writer, you will serve as the Financial Services Operations Technical Documentation Product Owner by leveraging best practices to influence documentation decisions with the Financial Services Operations leadership team and internal and external business partners. This will include creating, assessing, and leveraging best practices of client and system procedures, guidelines, and process maps for optimal business practices.

What will be my duties and responsibilities in this job?  
 

  • Collaborate and leverage quality results with subject-matter experts and Process Owners by proactively influencing enhancement(s) to improve quality scores.

  • Participate as a major contributor with client manual reviews, audits, and remediation action plans for procedure changes, documentation, and process maps.

  • Participate as a major contributor with the Intake & Governance, IT, and Ops leadership team by creating efficient workflow processes to reduce expenses and decrease SLAs for all technical documentation services.

  • Monitor and manage procedure change requests from the intake process (Intake & Governance) to the approval. This will be in partnership with the Operations leadership, Account Executives, Client Services leadership, or clients.

  • Collaborate and develop new and maintain current Training department documentation for user training.

  • Develop new, enhance, and maintain existing content/documentation in accordance with each division (4) guidelines.

  • Execute technical documentation conversions including user acceptance testing (UAT) and providing input for new design and enhancements.

  • Develop new and maintain flow charts to align with procedures.

  • Design and development of highly complex procedures and guidelines, grids/tables/charts, job aids, process maps, videos and manuals.

  • Compile and convert older version project files (Microsoft 360/ServiceNow to Adobe RoboHelp and other web-based knowledge bases), including formatted HTML pages, images, keyword structures, table of contents, help context numbers, key search engines, and landing pages

  • Convert procedures and other documentation to process maps as a standard operational reference guide for leadership, clients, and 3rd party vendors.

  • Convert procedures to job aids as short-cut tools for process efficiencies and self-help guides.

  • Compile, assess, and convert procedures to create scripts for e-Videos.

  • Ensures content design consistency.

  • Facilitate and participate in team, departmental, and business partners conference calls and meetings.

  • Identify procedural, system, and process efficiencies by making recommendations and resolutions for our clients.

  • Participate in quality assessment of technical writing tools or product readiness for release.

  • Manage small to medium technical writing tickets/projects by developing project plans, setting goals and milestones, managing tasks and resources, and ensuring that goals and timelines are met.

    • Single procedure changes for multiple clients on a staggered publishing schedule

    • Multiple procedure changes and publishing timeframes for a single client

    • Procedure manual reviews (over 25% of the manual content)

    • New client installation

    • Creating new technical writing, documentation, and video services for GHO and non-GHO partners


What are the requirements needed for this position?  

  • Bachelor’s degree in English, Communications, Business Administration, or a related field, or equivalent work experience

  • A minimum of 1 year of leading projects, teams, or process

  • A minimum of 3 years in technical writing

What other skills/experience would be helpful to have?  

  • Knowledge of technical writing models and principles and a demonstrated ability to apply them to the design and development of content/documentation which meets the needs of a diversity of readers is preferred.

  • Strong working knowledge of various software programs- Microsoft Office 365 including Power BI and Visio or iGrafx. 

  • 3+ years of insurance, mortgage or financial services experience

  • Knowledge of web-based software application or authoring tools- Helpjuice, ServiceNow and RoboHelp

  • Knowledge of insurance tracking systems or processes- SSP, AssurTrack, TrackAll, PMS, Black Knight and other tracking systems

  • A plus to have knowledge of animation software tools for videos, photography, design, web, UX and more- Vyond, Adobe Captivate, and Adobe Creative Cloud


Pay Range

$41,600.00 - $68,600.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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