Contact Center Knowledge Manager - III - Bilingual

Researches and compiles technical data for use in documents or sections of documents such as manuals, procedures and specifications. Analyzes requirements of project to determine types of publications needed. Obtains data from independent observation, consultation with technical staff members or study of published materials and drawings. Ensures accuracy and completeness of technical documentation. Participates in general layout and manual organization. Ensures adherence to specifications such as DoDAF, IEEE and professional writing standards such as AMA, APA and CSE styles. May be mentored by senior Technical Writers.

• Works with internal teams and Subject Matter Experts to obtain an in-depth understanding of the product and the documentation requirements.
• Analyzes existing and potential content, focusing on reuse and single-sourcing opportunities.
• Studies drawings, specifications, mockups, and product samples and meets with product designers and developers.
• Uses graphics (photographs, drawings, diagrams, etc.) that increase the end users' understanding of the Customer/program system.
• Translates development requirements into required documentation changes. Adheres to CMMI Level 3/AIMM platform requirements.
• Proofs documentation to detect and correct errors in spelling, grammar, syntax, and established styles and standards.
• Analyzes requirements of project to determine scope of work and required documentation products.
• Understands and applies overarching policy requirements to ensure that all documentation products comply with these requirements.
• Determine the needs of end users of technical documentation and ensures that documentation meets those needs.
• Produces technical documentation that is clear, concise, and comprehensible.
• Gathers usability feedback from customers, designers, and manufacturers.

Minimum Qualifications

• Associate's Degree or equivalent relevant experience. Bachelor's Degree preferred.
• Industry leading certification for expertise preferred
• 0-2 years of experience.

Other Job Specific Skills

• Excellent understanding of English grammar.
• Excellent editing skills.
• Demonstrated in-depth knowledge of Microsoft Office Products (Word, Excel, Visio, PowerPoint) and Adobe Acrobat Professional.
• Experience with desktop publication tools from Adobe and Microsoft.
• Ability to understand and articulate technical requirements and translate their requirements into technical documentation.
• Ability to express ideas and thoughts in a clear and concise manner.
• Strong organizational skills and attention to detail.
• Ability to multi-task in a fast-paced environment.
• Ability to meet deadlines and communicate progress against schedule.
• Writes in a clear and concise manner to be able to convey information to a variety of audiences.
• Willingness to work in a dynamic team environment.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Originally posted on Himalayas