Analyst II, User Assistance

Job Description:

The Analyst II, User Assistance role develop internal and external user-friendly documentation in-line with editorial, legal, clinical, and marketing standards. The incumbent will work with a global team of subject matter experts (SMEs) to research and comprehend software defects and then communicate the information to the client base.

Key Responsibilities:

• Develop internal and external user-friendly documentation in line with editorial, legal, clinical, and marketing standards.
• Develop, publish, and maintain high-quality user-centric content based on department standards within release timelines.
• Use structured authoring and the established DITA framework to create and maintain content in a component content management system (CCMS).
• Interview SMEs to obtain product information from requirements, specifications, and user stories to create and update user help content.
• Attend and participate in content team and project team meetings and activities.
• Perform other duties that support the overall objective of the position.

Education & Experience:

• Bachelor’s or Master’s degree in English, Technical Communication, or a related field. Or any combination of education and experience which would provide the required qualifications for the position.
• 2–4 years of experience in technical writing, preferably in healthcare or software.

Knowledge, Skills, & Abilities:

• Strong skills in English language writing and communication, self-editing, time management, organizational skills, and attention to detail. Also, strong technical comprehension and the ability to structure and simplify complex information.
• Soft Skills: Strong listening and communication skills, plus empathy and compassion for your readers and learners.

Preferred Qualifications:

• Experience with topic-based authoring.
• Expertise in structured authoring tools (DITA, XML), content management systems (CMS), and version control systems (Git, Docs-as-Code).
• Certification in technical communication (e.g., STC, ASTC).
• Experience with AI-driven content optimization and automation tools.
• Familiarity with accessibility guidelines (WCAG, Section 508) and minimalism.
• Understanding of regulatory and compliance requirements in healthcare (e.g., HIPAA).

Why Join Us?

You’ll be part of a team that values empathy, clarity, and craft. We’re building a user-centered culture that empowers writers to make a positive impact on the lives of every customer—from practitioners to administrators to patients.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.