Job Description

• Remote

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.

JOB SUMMARY:

Junior to Intermediate professional job which measurably supports business targets within a discipline.  Responsible for ensuring high quality of end-user content through participation in the editorial review process; coordination of peer, content, and usability review processes; and  maintenance of the User Assistance Style Guide.

Major Activities/Tasks

Content Development (85%):

• Participate in the editorial review of user content
• Help to maintain the User Assistance Style Guide
• Coordinate Peer, Content, Usability, and Quality Review processes
• Research any pertinent information related to the assigned scope of work
• Follow established standards and processes
• Keep current with NextGen policies and assist with the development of departmental policies, procedures, and standards

Other Activities (5-10%):

• Attend and participate in team/project related meetings and activities
• Participate in process improvement activities                                                                          15%
• Give and may develop training, mentor employees

Task Complexity

• Almost always straightforward, routine, and often repetitive
• Follows standard practices and procedures
• Performs simple analysis of data and situations where conclusions are easily identified
• Requires specific instruction and supervision on all work
• Seldom tasks are varied and moderately complex
• Seldom tasks are highly complex

Discretion and Judgment

• Tasks almost always follow set guidelines and procedures
• Receive clear instructions most of the time
• Seldom has authority to make significant choices and decision without guidance or direction

Impact

• Works to achieve business targets within a discipline with some impact on the overall achievement of goals and objectives for the department
• Work is of limited scope, typically on moderately complex projects where analysis requires a review of a variety of factors.

Communications

• Communicates with contacts outside of immediate job area to gather, confirm, clarify, and interpret information
• May work to influence parties within job area at an operational level

Supervision Received

• Reports to Senior Editor, Supervisor, or Manager
• Receives detailed project assignments, direction, and schedule
• Performs routine tasks independently, but is supervised, usually daily
• Output is reviewed for quality
• Errors may cause minor rework

Qualifying Job Knowledge, Skills and Abilities

• Required: 
  • Bachelor’s degree in English, Journalism, Writing or a related discipline or equivalent-related job experience
  • 1-3 years of technical writing experience
  • 1-3 years of editorial experience
  • Impeccable writing skills
  • Strong communications skills
  • Strong problem solving skills
  • Strong analytical skills
  • Good organization skills; must be able to handle multiple tasks concurrently
  • Must be a strong team player
• Preferred
  • Knowledge/experience of  single-sourcing authoring tools
  • Knowledge of DITA
  • Knowledge/experience with Agile methodology