Company Overview
We are a fast-growing and unique SAAS software company that provides CPA firms with innovative solutions that fundamentally change the Tax Practitioner and Client experience. The HubSync platform streamlines operations and enhances productivity. Our company is committed to changing the paradigm of customer service in the industry and delivering value to our clients.
HubSync is looking for a candidate who can organize, write, edit, and produce documentation for customer-facing and backend consumption. Documentation includes Technical Documentation, Process Workflows, Knowledge Articles (How-Tos, Troubleshooting), Standard Operating Procedures, Work Instructions, and Job Aids.
Skills Needed for Success
- B.A. / B.S. or equivalent + 3 years of relevant experience
- Previous experience working with IT operations and engineering support teams
- Having knowledge about Swagger/OpenAPI specification and ability to write documentation on NodeJS Swagger Schema is mandatory
- Strong understanding of Knowledge Management and experience implementing Knowledge Management methodologies
- Microsoft PowerPoint, Word, Excel, and Visio
- Ability to interface with various disciplines, as well as work independently
- Excellent communication (oral and written) skills and ability to interface effectively with Subject Matter Experts and managers at all levels
- Ability to prioritize tasks/projects to meet deadlines and capable of handling multiple requests simultaneously
- Ability to quickly learn and understand complex topics
- Previous experience documenting Microsoft Azure and Amazon Web Services systems and processes
- Possess an understanding of IT Service Management principles
- Certification in Knowledge Management if helpful
What Success Looks Like
- Strong ability to gather information, interview Subject Matter Experts, and conduct research to translate technical content into documentation
- Ability to format information for consumption through various media channels to include documented materials, email, websites, and other electronic access points as well ensuring entry into the Knowledge Repository
- Ensure content is reviewed on an ongoing basis, including using available tools, resources, and contacts, to ensure documentation is up to date, understandable, and meets established guidelines
- Assist Product Owners with improving Knowledge Management practices
- Collect, organize, and maintain content for Knowledge Repositories
- Develop and maintain program specific documentation templates
- Participate in the establishment of guidelines and standards for text and graphics
- Providing Knowledge Management and technical writing support to share information and produce high quality documentation that contributes to the overall success of the organization
- Reviewing, updating, and organizing existing documentation; and capture content or support the creation of new content to create documentation related to cloud operational activities
- Organize, write, edit, and produce documentation for customer-facing and backend consumption
- Documentation includes Technical Documentation, Process Workflows, Knowledge Articles (How-Tos, Troubleshooting), Standard Operating Procedures, Work Instructions, and Job Aids
- Gather information, interview Subject Matter Experts, and conduct research to translate technical content into documentation
- Format information for consumption through various media channels to include documented materials, email, websites, and other electronic access points as well ensuring entry into the Knowledge Repository
- Ensure content is reviewed on an ongoing basis, including using available tools, resources, and contacts, to ensure documentation is up to date, understandable, and meets established guidelines
- Assist the program with improving Knowledge Management practices
- Collect, organize, and maintain content for Knowledge Repositories
- Develop and maintain program-specific documentation templates
- Participate in the establishment of guidelines and standards for text and graphics
- Perform periodic reviews to evaluate existing documentation and develop innovative approaches for improvements
- Obtain an understanding of products/services to translate complex information into simple, polished, and engaging content for user consumption
- Coordinate and implement quality-control activities required to ensure the accuracy and adequacy of documentation, including peer and final reviews, editing for compliance with all applicable specifications and standards, validation, and change verification
- Define, document, and monitor baseline Knowledge Management performance metrics and key performance indicators
- Support creation and editing of graphic content for program documentation
- Review tickets to look for trends and make recommendations for new documentation
You Should Apply if:
- You are looking for more than just a ‘job’
- You love a challenge
- You love being part of a brilliant and hard charging team
- You just “get it done,” no excuses
- Your friends comment on how hard working you are
- You hold yourself or others accountable
- You don’t shy away from tough conversations
- You don’t have a massive ego
- You walk away from drama and gossip
- You like to shake it up and try new things
