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User Documentation and Training Manager

Lisle, IL

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User Documentation and Training Manager
Req Ref No: SGILUD-45
Location: Lisle, IL
Duration: 5.5 Months
User Documentation & Training Manager
Education requirement:BA degree in English, Journalism, Technical Writing, a related field, or equivalent practical experience
Years of Experience:
5 years of experience writing and editing user documentation in a web or mobile app production environment
2 years of experience developing and implementing training programs
This position is for a senior User Documentation & Training Manager who is self-driven and innovative with strong technical writing skills, technical aptitude and the ability to relate to our diverse customer base, including truck drivers, fleet managers, service managers, dealers and technicians. This role involves communicating complex information clearly, concisely and accurately, and without relying on jargon. Our User Documentation & Training Manager will be a key link between engineers, marketing associates, developer advocates, as well as all external users and developers.
Purpose :
Understand complex information and communicate the information to people with diverse professional backgrounds
Prepare instruction manuals, instructions, FAQs pages, and other supporting documents, using various media and communication channels, to communicate complex and technical information more easily, under tight deadlines and short product cycles
Develop, gather, and disseminate technical information among customers, designers, and manufacturers
Define and execute training strategies and plan
Responsibilities :
The following are examples of typical duties for this role:
Determine the needs of end users for documentation and training
Study and learn products and review with product designers and developers
Organize and write supporting documents for our products
Research, create and test online help for multiple product versions of our connected services products
Use photographs, drawings, diagrams, animation, and charts that increase users’ understanding
Select appropriate medium for message or audience, such as manuals, webinars or online videos
Standardize content across platforms and media
Work with technical staff to gather usability feedback from customers, designers and stakeholders
Revise documents as new issues arise
Minimum qualifications :
BA degree in English, Journalism, Technical Writing, a related field, or equivalent practical experience
5 years of experience writing and editing user documentation in a web or mobile app production environment
2 years of experience developing and implementing training programs
Confident, professional, and effective communication skills, both verbal and written
Ability to work with all levels and departments in an organization and get his/her point across in a concise, articulate, and congenial way
Proactively taking the initiative to research solutions online and come up with creative solutions to content problems
Proven ability to succeed in a fast paced and somewhat ambiguous technical environment
Ability to own complex documentation projects with minimal supervision and meet tight deadlines with multiple deliverables
Preferred qualifications :
Experience working closely with engineering and product management teams as part of the software development process
Experience developing and editing video and social media content
Experience in content management systems and/or help tools.
Previous work history in manufacturing or transportation industries, especially commercial trucking
Experience working with software for CRM, Sales, Learning Management Systems, or Advertising/Marketing
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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