Responsibilities

This position provides technical, administrative, and communications skills to our department's Training Academy. This position provides curriculum development, advanced technical writing, technical graphics development, course design, and course delivery.

Primary duties include:

• Research and design course curriculum for print and online environments.
• Develop educational and technical graphics for manuals.
• Assist Training Officers with the development of training materials and delivery.
• Develop and maintain the Field Trainer Development Course.
• Develop new Field Trainers.

Summary

Reporting to the Manager of Technical Publications and working as an active member of the development team, you will research, plan, and write software documentation for technical and non-technical audiences in print and online formats.

Responsibilities

• Use your advanced writing skills to design, schedule, write, and edit guides, online help, and release notes, following company standards and house style.
• Use source material and interviews with subject matter experts to research documentation projects.
• Manage your projects independently. Closely track product-development progress and issues.
• Act as an advocate for the user during product development. Provide usability feedback to the development team.
• Attend regularly scheduled and extemporaneous meetings with other technical writers and product development teams.
• Participate in Technical Publications team projects.

Requirements

• BA/BS in science, engineering or a communications-related field.
• 1 to 3 years related experience.
• Excellent planning, research, and writing skills.
• Excellent interpersonal skills.
• Ability to master software applications quickly.
• Ability to handle multiple assignments with tight deadlines.
• Ability to work on teams that are geographically distributed.
• Experience with Author-it, FrameMaker or online help authoring tools is an asset.
• Familiarity with revision control systems such as Perforce is an asset.

Your responsibilities will include the following:

• Coaching and mentoring courseware developers on the nuances of developing training materials for a variety of markets at both a basic and a contextual level
• Compiling best practices and regularly sharing them with team members to improve efficiency
• Designing and implementing development practices that reduce time and maintain quality
• Suggesting software and hardware required to improve development of training materials
• Documenting and communicating practices to ensure development is consistent and up to date
• Performing other duties as required

You have the following qualifications:

• Degree or diploma in publishing, marketing, communications, education, multimedia design or a related field
• Experience in video production and editing
• Two years experience in courseware development
• Proven success operating in a fast-paced environment, working directly with customers, partners and other management groups
• Ability to develop and manage templatesIntermediate to advanced experience in e-learning design
• Experience with learning management systems and learning content management systems
• Experience in a teaching or instructional role
• Preferably, experience using Adobe® FrameMaker®, Captivate®, Flash®, Photoshop®, Dreamweaver®, Premiere®, Java script and other graphics tools

REQUIREMENTS

• Skills are typically acquired through 5+ years of similar experience.
• Excellent communication and technical writing abilities.
• Must be detailed oriented, with the ability to manage multiple tasks.
• Working knowledge and understanding of proposal process including win and proposal strategy development.
• Working knowledge of computer tools including Microsoft Office and Adobe Photoshop.
• Possess strong organizational and interpersonal communication skills.
• Ability to multi task and handle competing priorities.
• Ability to work under and meet strict deadlines and short lead times, managing a heavy workload.

Our Oil and Gas client requires a junior technical writer for a portal project. The portal allows operational staff to click on assets at the client's plant. Assets will have process documents attached to them that the users can view. For example, a certain piece of equipment might have operating instructions or health and safety procedures attached to it.

The candidate's role will be to review procedural documents and format them to give them a consistent look and feel.

This is a year contract. The possibility of renewal is unknown this far out.

You will be an integral member of the technical publications team at our company. You will work closely with engineers and product marketing managers to build schedules, write topic-based product documentation, and improve the overall customer experience with our products. We are looking for a writer who cares about creating polished, consistent, informative, and accessible documentation for a highly technical audience.

Use your strong verbal and written communication skills, expertise with authoring tools, and effective interpersonal skills to create technical manuals and tutorials for customer developers writing real-time and network applications.

Requirements:

• A good grasp of complex OS and embedded programming concepts.
• Familiarity with operating system APIs, network protocols, and wireless security protocols (802.1X, 802.11h, WAP, WPS).
• 5+ years experience in tech writing or related field, including physics, mathematics, or any of the sciences that include C programming exposure.
• Strong FrameMaker and Acrobat skills are a must.
• Familiarity with IBM Rational ClearCase (or similar source code control tools).
• Proven ability to work across multiple geographical locations.
• BA/BS degree or higher in computer science, English, or related field.

Reporting to the Program Manager, the Document & Knowledge Management role is the owner of, and held accountable for, the responsible stewardship, governance, and leadership of accurate, current and complete documentation and knowledge management.

ROLE & RESPONSIBILITIES

• Where appropriate, the provider will request from the client any available process documentation that will assist the successful transition of tasks to the provider. The client will provide the provider access to existing environments and documentation as the provider may request.
• Develop Operations Procedures Manual (OPM) which provides: a) high level overview of the processes that require a joint provider and client involvement in order for provider to effectively deliver services, b) identify the interfaces between the client and provider in those processes and describe how the client and provider will interact during the delivery of agreed services, c) describe how the client and provider will interact during the Term; and d) provide a listing of operating procedures related to the provided processes and required to perform the services. If existing documentation does not exist, provider will document the processes and procedures for the client’s environment as required by provider to perform the services.
• Transfer/escalation procedures and notifications are discussed; the client notification procedures are developed based on these transfer procedures. Transfer procedures are documented in the Managed Service Guide developed by the provider.
• Operations Procedures Manual: this document will provide the process and procedures for managing the client infrastructure.
• Client-specific procedures and information are documented by the provider in the Managed Service Guide.
• Develop, maintain and demonstrate documentation on all services for which the service desk is responsible verifying its accuracy and completeness with the client.
• Document procedures to be utilized by authorized users for the correct use of supported desktops, systems software, connectivity, and security for the services.
• Audit documentation at least annually for completeness and accuracy and verifying that all documentation is present.
• Review knowledge base format: determine process for submitting ongoing knowledgebase; review the knowledge management authoring tool.
• Determine knowledge management Set-up Requirements: security groups.
• For request fulfillment, providing high level consultative support to customers in preparing service requests and documenting requirements – primarily process related.
• For identity management, define, document and maintain/update operating procedures for each in ID management service request type.
• For electronic software distribution, define and document processes and procedures including any client support requirements to client Focal Point for distribution to client designated personnel (for example, operators, systems engineers, problem support personnel).
• For electronic software distribution, define and document standard configuration and policy requirements.
• Maintain the knowledgebase for service desk electronically. Provide the client with access to client specific information.
• The client will provide technical updates as appropriate for inclusion to knowledgebase.
• Define and document the IT Service Management Processes.
• Documenting the Suncor priorities for backups, Disaster Recovery and Business Continuity.
• For active directory management, document and maintain/update operating procedures for each in scope transaction across all support groups.
• For Enterprise Antivirus Management (McAfee and Trend Micro), document and maintain/update operating procedures for each in scope transaction across all support groups.
• Provide inputs for knowledgebase.
• In a future state, provide a facility, using a self-service web site (client owned), where users can accomplish, at minimum, the following: search the knowledgebase for quick resolution to their questions, have quick access to the “Current Top Ten Issues” including the link to appropriate resolutions of those issues, and more.
• Maintain the knowledgebase, FAQ's and update the top ten issues.
• Handle customer escalations when and where appropriate.
• Attend all relevant communication sessions including: intra- and inter-departmental meetings.
• Communicate vision, mission, and operational objectives individually and at the team level.
• Offer insights related to Integrated Service Management: improved service design processes, efficiencies and effectiveness (identification of trends, weaknesses, and areas of opportunities).
• Maintaining accuracy, completeness and currency of knowledgebase, process documentation, and training materials.
• Makes necessary revisions in existing documentation, takes screen shots and works with graphics and production on presenting information graphically.
• Researches and translates technical information into manuals and/or web-based documents for non-technical and technical users, as appropriate.
• Recommends formats responsive to technical and customer requirements.
• Conducts interviews with various users and technical staff to gather data for documentation.
• Given the nature of technical support services in a changing business environment, must be receptive to commensurate change in roles and responsibilities as required.
• Other duties as assigned.

STRENGTHS

• Service Excellence: Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations.
• Problem solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
• Managing Multiple Priorities: Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation.
• Oral Communications: Ability to express oneself and communicate with others verbally; recognizing that verbal communication is more than just language - it includes tone, style and structure.
• Written Communications: Ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation.

PERSONAL CHARACTERISTICS

• Initiating
• Disciplined
• Attention to detail
• Process-oriented
• Independent
• Driven
• Committed
• Enthusiastic
• Achievement-oriented
• Respected
• Responsible
• Resourceful
• Influential
• Collaborative
• Respectful, courteous, considerate

SUBSTANTIVE COMPETENCIES

• Certificate, Diploma or Degree in any of: Communications, English Composition, Technical Writing, Business Writing, Business Analysis or equivalent; or equivalent previous working, full-time experience.
• Expert level proficiency: MS Word and other document editing tools, MS Excel.
• Intermediate level proficiency: MS PowerPoint, SnagIt (screen capture), industry-leading knowledgebase software programs (e.g.: KEWA, Right-Answers, etc.).
• Project management methodologies exposure or experience is an asset.
• 2 - 3 years of working in complex, enterprise scale business environments directly and indirectly with clients.
• Exposure or experience with information systems/technology in oil and gas sector.
• Working knowledge of Knowledge Management Maturity Model.
• Working knowledge of Document Management.
• Proven experience in documentation and knowledge management in collaboration with technical Subject Matter Experts.
• Any of: MSDST, MCP, MCSE, A+, Network+, ITIL are assets.