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Overview

Come join Intuit as a Tech Writer.

What you'll bring

KNOWLEDGE / BACKGROUND / EXPERIENCE

• General technical and business knowledge sufficient to understand all factors affecting content project planning, execution, and management .
• Experience generating new content from scratch by using resources such as UI specifications, PMs, SMEs and research as inputs.
• Experience working with Content Management Systems (CMS) to produce content
• Experience developing end-user documentation.
• Experience operating within highly-matrixed organizations, collaborating with SMEs across organizational boundaries.
• Working knowledge of industry trends in content/experience delivery. Knowledge of voice and tone, and composition of online documentation, self-help, and materials that make up typical content deliverables.
• Experience developing reliable schedules based on workload.
• Experience successfully delivering end-user documentation products on time, within a high-tech environment.
• Working knowledge of assigned product area, and ability to thoroughly explain product main features and functionality. Ability to articulate user needs relating to a product's main features.

TEAM / LEADERSHIP SKILLS

• Strong interpersonal skills - works with others both within their team and across organizational boundaries
• When needed, provides functional leadership on large projects within the Digital Delivery Content Team
• Ensures team strategy, direction and content creation plans that reflects in their work
• Gathers the right information to make timely, effective decisions. Builds shared vision by listening to feedback from others and incorporates it into their recommendations or decisions.
• Understands the business and organizational reasons driving specific content changes. Uses this understanding to interpret change and applies the underlying principles to guide their work.
• Influences others to ensure appropriate quality levels are met

TECHNICAL / FUNCTIONAL SKILLS

• Applies advanced proofreading skills. Identifies copy and substantive edits within their own work and the work of others to eliminate flaws delivered to the customer
• Combines all research and voice and tone recommendations; along with technical constraints into a single solution that meets business and customer objectives.
• Excellent verbal and written communication skills. Written skills include excellent working knowledge of grammatical principles and application.
• Designs components of a documentation set that includes taxonomy, tagging and block creation
• Understands and concisely communicates product functionality with simple to moderately complex technical structures or business processes.
• Understands and applies content principles across multiple delivery mechanisms within assigned areas of responsibility
• Compares, contrasts, and prioritizes among alternative approaches to meeting business and customer requirements
• Quickly creates reasonable estimates of schedules/timelines and work plans for individual and team deliverables
• Understands top customer issues and presents solutions to these issues through content creation deliverables. Anticipates customer issues and proactively solves them before they impact the customer.
• Creates clear documented personal goals, plans, tracking and results
• Communicates clearly to both technical and non-technical audiences
• Communicates project goals so project team and leadership understands the 'line of sight' between the project tasks and Digital Delivery goals
• Ensures work within assigned scope stays true to higher-level requirements and all stakeholders
• Demonstrates initiative, creativity, and innovation to drive effective and breakthrough content and process ideas to fruition
• Maintains quality as their workload and project complexity increase

How you will lead

• Researches customer needs and understands assigned products
• Leverages strong knowledge of customer needs and information architecture to develop e2e content solutions using blocked/conditionalized content for reuse across the ecosystem
• Creates new content using UI specifications and their own research as inputs
• Occasionally edits work of peers to provide in product, self-service and assisted support information that helps customers successfully use Intuit products
• Ensures compliance with legal, voice and tone, and other Intuit standards
• Collects content for product feature information, making sure that information is relevant to the specific feature and not redundant
• Analyzes past versions of self help and suggests ways to restructure information to meet new customer needs
• Plans key deliverables for assigned products
• When working with product teams, influences making the product "learnable" for new users as well as productive for power users
• Provides input into tools that present documentation
• Coordinates with other Content Writers and Sr. Content Writers to ensure that they are priorizationing based off of team

TYPICAL DELIVERABLES

May include some or all of the following types of deliverables. Some deliverables are created from scratch and managed through the entire writing process:

• External knowledge-based articles (e.g. IGC): Customer how-to's FAQ's, step by step, troubleshooting and other related documentation
• Understand in-product help systems and out of product help systems that deliver customer content
• Internal technical documentation; have an active role in updating internal author documentation as roles and processes evolve
• Screenshots, images and video
• Article layout improvements
• In-product content deliverables via PONs
• Multimedia/Video scripts (e.g. tutorials, how-tos etc.)
• Understanding of SEO and search mechanisms (e.g. knowledge maps, search keywords, tags) to optimize documentation
• Suggestions for article-level and or topic-level improvements based on seasonality, call drivers, escalation rates and VOC feedback (e.g. new trends, adjusted procedures, new content).
• Ownership and deep knowledge of product library managed through content mapping spreadsheet
• Project level planning and tracking through Jira, docs, spreadsheets or Wikis