The objective of the Technical Writer is to ensure that an accurate and effective set of reference documentation is created and maintained across a range of product and service offerings in Optus Business, including
Technical - specifications and supporting documentation
Capability – Capability documents, service descriptions and service catalogue content
Operational - Process, procedures and work instructions
The Technical writer combines a strong analytical focus & consultative approach, with an advanced technical writing discipline, to ensure the delivery and ongoing maintenance of fit for purpose internal and customer facing documentation.
A key challenges for this role will be to master the effective delivery from a remote location. Overcoming the geographical location of the KL-RDC, to establish a strong delivery presence and be seen as a valued and relevant member of the broader OB team, is critical to the ability to effectively deliver.
Key Responsibilities & Key Result Areas
Develop and maintain capability, technical and operational documentation produced for a range of business, technical and customer/consumer audiences (KPI - accurate and well-structured documentation)
Provide technical writing services including proof reading, editing, and formatting documentation, to support capability/product development projects (KPI – Timeliness: achievement within agreed milestone dates)
Gather, validate, refine and correct information through collaborative engagement with stakeholders and subject matter experts.(KPI – effectiveness, measured through stakeholder feedback and document audit)
Process documentation to be of sufficient detail and clarity to facilitate performance by process roles.(measured through BMS compliance audits)
Develop business documentation that clearly and succinctly communicates to and facilitates action by a specific intended audience.(measured through stakeholder feedback and BMS compliance audit)
Qualifications & Experience
Degree (Business) or certificate in technical communications.
Good to have
Certification – Technical Writer or Communicator
ITIL Foundation Certificate
Career experience that can be demonstrated across IT Industry or Communications.
Experience with ISO9001:20000 standard.
Strong interpersonal skills and ability to work with diverse personal styles and levels of management.
Task and goal oriented, with a sense of urgency and commitment to quality output.
Understanding of and ability to work across organisational functions and levels.
Must be able to manage multiple deliverables within tight timeframes, produce high quality work consistently and efficiently.
Experience in using and administering Document / Knowledge Management systems.
Influencing without direct authority – managing business representation by building relationships and creating an environment to deliver mutual benefit.
Minimum of 5yrs as a Technical Writer
Demonstrable achievement and experience in developing policy, process, technical documentation
Well honed communication skills, and experience in dealing with all levels of an organization.
Knowledge of business/technical documentation practices
Technical / Professional Skills
Strong written and oral communication skills and ability to present complex issues in a concise and logical format.
Consultancy experience, especially diagnostic, analysis, re design and implementation.
Problem solving and structured thinking skills with the ability to decompose a problem into constituent parts.
Very high level MS Visio, MSWord, MS PowerPoint and MS Excel skills
Non-Technical / Soft Skills
Effective interviewing and listening skills
Develop and manage effective relationships with key contacts at all levels of the organization.
Ability to effectively and comprehensively research a subject or issue utilizing strong investigative abilities
Ability to work through challenges and clear roadblocks to achieve targets/objectives.
Ability to create, assimilate and convey technical material in a clear, concise and effective manner
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases