Title:  Technical Writer

Location: 

Bangalore, Karnataka, IN, 560071

Requisition ID:  107061

Job Summary

NetApp’s Knowledge Management (KM) team is responsible for the maintenance (creating, editing, optimizing for search, etc.) of NetApp’s Knowledge Base articles and architecting the Knowledge Centered Services Version 6 (KCSv6) program within NetApp support organization. Along with managing the Knowledge Base (KB), the team is also responsible for maintaining and augmenting the authoring tool, managing KM team’s social media touchpoints and YouTube channel, and training and maintaining our chatbot, Elio.  

As a Technical Writer for the NetApp KM team, you will edit or revise Knowledge Base articles and publish them by following the NetApp KCSv6 Content Standards. The Knowledge Base articles cover troubleshooting, FAQs, How-to information for a wide range of NetApp products and technologies.  You will also be responsible for all operational activities that are integral to the maintenance of the KB site. You will work cross-functionally with other professionals in the Customer Support, Field Support, and Engineering groups, as well as NetApp customers, who use NetApp products and services. The successful individual in this role will be a team player, who is comfortable working as an individual contributor, and has a passion for working in the technology industry.

Essential functions

  • Edit/rewrite Knowledge Base articles to be compliant with KCSv6 Content Standards by researching various sources of information and interacting with SMEs in NetApp Customer Support Organization.
  • Optimize KB articles with required keywords and metadata descriptions for search engines  
  • Improve articles as per accessibility standards.
  • Update/improve existing KB articles as per recommendations received; (delete, archive, rewrite, restructure, or move into content formats like interactive workflows and resolution guides)
  • Create blogs or social media content on top-viewed, highly used, or new content formats to drive customer engagement with NetApp content.
  • Participate in managing the KCSv6 Content Standard Checklist audit processes to ensure high quality KB articles in the Knowledge Base.
  • Work with other editors to establish and enforce new standards and process improvements, evolve existing standards and processes, and address style and terminology issues.
  • Take ownership of small KB projects and initiatives.  
  • Train cross-functional teams on how to write KB articles.
  • Generate content reports for ops review purposes. 

Job Requirements

  •     Excellent verbal and written communication skills.
  •     Experience writing/editing troubleshooting, procedural information, and reference information.  
  •     Ability to edit content for grammar, language and style.  
  •     Familiarity with standard style guides and their recommendations.
  •     Have a functional knowledge of SEO concepts.  
  •     Proficient in MS Excel and PowerPoint.
  •     Experience working with knowledge management tools such as CXone Expert and Salesforce.
  •     Ability to articulate (written and verbal) complex technical topics clearly.
  •     Functional knowledge of HTML.  
  •     Strong project management and time management skills.
  •     Ability to handle multiple tasks concurrently.
  •     Knowledge of disk storage systems, technology and storage protocols (e.g., 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. 

Education

Education and Experience 

  • BA or MA in English or related field.
  • 2- 4 years of technical writing/editing experience.
  • Ability to determine appropriate levels of edits at different phases of documentation development and provide appropriate feedback to stakeholders.
  • 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.

 

“NetApp is an equal opportunity employer and encourages individuals of all backgrounds, including individuals with disabilities, to apply for open positions at NetApp.”
 


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