Technical and Knowledge Writer

Description

Job Description:

Leidos Government Health & Safety Solution Group in Windsor Mill, MD (Baltimore) in support of the End-User Centric IT Support (ECIS) Contract for Centers for Medicare and Medicaid Services (CMS) is looking to improve and advance the organization by adding a Technical and Knowledge Writer to our Communications, Knowledge and Training Team. Our program is focused on the delivery of end-user centric IT technology solutions through a streamlined and seamless development, implementation and communication experience.

As a technically savvy, passionate and trained communications and technical writer, you will play an instrumental role in creating various types of documentation that includes end-user communications, technical specifications, knowledge base articles (KBAs), how-to guides, core developer documents, reference documents and manuals, training materials, reports, and other content.

Under the direction of the Knowledge Coordinator, Team Lead, this position will be responsible for documentation of all the aspects of the service delivery under the program and have the opportunity to write across a variety of end-user technical content and communication channels.

The candidate must be able to work well within a team and be comfortable in a fast-paced environment, building and responding to both short and long-term projects, deliverables and plans. This position may have direct contact with customer stakeholders and groups.

This position is part of a multidisciplinary communications, knowledge and training team including technical and content writers, visual and graphic designer, multimedia videographer, knowledge specialist, training specialist, and business analyst including 508 compliance.

Collaboration with others across the in-house program team is critical including with project managers, IT specialists and engineers, procurement, document and quality control, service desk and web developers. This position includes working with the customer, internal program team members, subject matter experts and other program partners and contractors.

A customer service mindset and approach, attention to detail, and can-do problem solving attitude are critical.

Primary Responsibilities

Under the direction of the Knowledge Coordinator, Team Lead, your responsibilities will include but not be limited to:

• Conceive, write, edit and proofread product and project communications including end-user communications, marketing releases and stories, technical and instructional documents, digital and website content, presentations, other communications related to integrated strategic communication plans;
• Digital, print and physical mediums include but are not limited to: presentations, signage, posters and banners, email broadcasts and announcements, intranet and web materials, newsletters, events, videos, animations, diagrams and dashboards, instructional documents, executive summaries, one pagers, white papers, reports and knowledge base articles and research;
• Create integrated communications across different mediums;
• Communicate with document authors during the writing and editing process and work with technical staff to research and review documentation;
• Advance communication processes, guidelines and standard procedures including document management, review and approval processes and quality control;
• Create technical instructional documents in a clear and concise manner using the Knowledge-Centered Services methodology;
• Apply the Knowledge-Centered Services methodology to the process of updating and maintaining knowledge base articles;
• Assist Knowledge Coordinator, Team Lead, in reviewing and updating technical documentation used by Service Desk Operators and end users;
• Convert current knowledge base articles to updated Knowledge-Centered Services article template;
• Review and upload knowledge base articles to ServiceNow;
• Learn and utilize ServiceNow to track knowledge base performance, trends and reporting;
• Develop documentation for review and approval by technical specialists and management ensuring that final documents meet applicable contract requirements and government regulations;
• Communicate with document authors during the writing and editing process and work with technical staff to research and review documentation;
• Consult with relevant information sources, including research, technical documents, and client and project personnel, to obtain background information, and verify pertinent guidelines and regulations governing project deliverables;
• Provide editing and proofreading through all stages of communications;
• Ensure documents meet editorial and government specifications and adhere to standards for quality, graphics, coverage, format and style including 508 compliance.

Basic Qualifications

• Bachelor’s degree in writing, journalism, mass communications, English, technical writing, or closely related discipline; Experience may e substituted in lieu of degree.
• 2-4 years of experience creating print and digital communication deliverables
• Proven writing skills, content development and communications experience;
• Ability to capture technical solutions and designs and translate in technical documentation and plain language;
• Strong verbal communication skills;
• Ability to write to diverse content styles, audiences and mediums;
• An eye for good design, composition and brand;
• Ability to collect data and define problems
• Ability to research and organize processes in a concise and discernible manner;
• Strong professional (business, technical, scientific) writing and technical content development skills
• Ability to manage multiple assignments while ensuring technical accuracy and fact checking, adherence to documentation standards, and a timely delivery of all work products;
• Attention to detail, ability to self-manage, check own work including proofreading and editing, and maintain quality;
• Desire to bring proactive innovation and creative thinking to projects to meet new goals and outcomes;
• Ability to work within a team and independently, working methodically to meet deadlines;
• Must be able to work additional hours on occasion;
• Ability to travel locally as required and at times regionally or nationally as requested;
• Ability to obtain a public trust clearance.
• Strong proficiency with Microsoft Office

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.

Preferred Qualifications

• Ability to work to 508 compliance;
• Experience with human centered design (HCD) framework;
• Experience working with Agile project management including Jira and Confluence environments;
• Knowledge of ServiceNow;
• Ability to work within the Knowledge-Centered Services (KCS) methodology framework.
• Experience in a similar working environment helpful, including information technology, but not required as new thinking, experience and ideas from other industries or work environments are considered a plus.

Other

Portfolio of work may be requested (print or digital acceptable) as part of the initial application process.

Pay Range: