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Title:  Technical Writer

Location: 

Bangalore, Karnataka, IN, 560071

Requisition ID:  32388
Job Summary

NetApp’s Knowledge Management (KM) team is responsible for the creation, editing, clean-up, administration, and maintenance of NetApp’s Customer Support Knowledgebase. The team is also responsible for architecting the KCS program within NetApp support org, managing KM team’s social media touchpoints and communities, and training and maintaining our chatbot, Elio.

As a Technical Writer, Content Strategist for the NetApp KM team, you will be engaged in partnering with cross functional subject matter experts to identify strategic content needs and help develop and maintain high-value, relevant content in our knowledgebase. The Content Strategist will also help identify the most suitable/usable content formats (videos, infographics, etc.) for complex content and help improve the support content experience for our customers.

Essential Functions

  • Help keep the knowledgebase relevant and updated.  
  • Drive established cross-functional processes to anticipate, prioritize and understand user needs to scale-up and improve support content offerings.
  • Leverage data insights and user feedback to improve content usability and findability
  • Present complex knowledgebase content in user-friendly formats including articles, videos, infographics, and interactive PDFs
  • Learn and follow Knowledge-Centered Services practice standards when working with the knowledge base
  • Work on content health efforts in the evolve loop of Knowledge-centered Support practice
  • Regularly review and respond to knowledge base activity using in-built analytics and other data analytics tools
  • Edit and publish KB articles for grammar, language, and compliance to style guide(s) and by researching various sources of information and interacting with SMEs in NetApp Global Support and Engineering.
  • Work with knowledge domain experts and KM editors to find solutions to content placement, organization, and structure challenges of some KB articles.
Job Requirements

Competencies

  • Strong understanding of Content Strategy, Content Design, and/or Information Architecture concepts.
  • Ability to identify, prioritize and resolve content presentation and usability challenges quickly and independently
  • Experience writing user guides, procedural information, and reference information.
  • Experience working with a customer support knowledgebase and working with knowledge management tools such as Oracle KA, MindTouch, Salesforce Knowledge) will be a plus.
  • Ability to edit content for grammar, language and style. Have a keen eye for detail.
  • Proficient in MS Excel, PowerPoint and multimedia tools such as Camtasia, MS Visio.
  • Ability to articulate (written and verbal) complex technical topics clearly.
  • Strong project management, time management and editorial skills.
  • Ability to handle multiple tasks concurrently.
  • Knowledge of disk storage systems, technology and storage protocols (eg. NFS, CIFS, FC SAN and ISCSI SAN) preferred
  • Ability to work collaboratively with employees within the group and across functions.
  • Flexibility to work outside normal office hours as and when required.

Interaction

  • This individual must work effectively with staff to director-level employees within the function on assigned projects. There may be communication with employees in other functions as required.
  • This individual receives limited management direction on new projects or assignments, and on review of activities and priorities.
  • The ideal candidate will be a proactive contributor and subject matter expert.
Education

 Education and Experience 

  • BA or MA in English or related field.
  • 5-8 years of technical writing/editing experience.
  • Experience with KCSv6 will be a plus
  • Ability to work in a fast-paced environment, juggling priorities and supporting multiple authors and projects.
  • Knowledge of data storage technologies in cluster network and cloud environments a plus.
  • Experience working in a content management system.


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