Technical Writer II

Technical Writer II

WHO WE ARE

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

As a Technical Writer, you will be an integral part of our team, contributing to the creation of high-quality product documentation and learning modules. We're looking for someone who champions accuracy, user-centricity, and proactive collaboration to ensure our content consistently empowers our global customers.

WHAT YOU WILL DO IN THIS ROLE 

• Demonstrate excellent writing skills: Consistently produce clear, concise, and accurate technical content that is easy to understand for diverse audiences.
• Contribute to content creation: Research, gather, and analyze product information with guidance, translating it into clear, accessible content for our customers. You'll learn to understand the intricacies of SaaB solutions, potentially building on any exposure you have to ERP/PSA, CRM, CPQ solutions, and cloud platforms.
• Collaborate effectively: Work closely with various stakeholders and team members to help ensure all content produced is evidence-based, user-centered, and continuously optimized. Your collaborative mindset and proactive communication will be key to sharing insights and ideas.
• Design content for clarity: Learn to design content that meets user needs, helping to make complex processes easy to follow.
• Ensure accuracy: Collaborate with Subject Matter Experts (SMEs) across the organisation to ensure content is accurate and reflects customer usage patterns.
• Participate in peer reviews: Take part in peer reviews of the Content team's output, learning to maintain high standards across all deliverables.
• Contribute to team methods: Help contribute to the working methods and processes of the Content team by sharing your observations and ideas.
• Support usability: Create consistent screen text and messages, and contribute suggestions for improvements that enhance software design and overall usability.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE 

• Familiarity with industry-standard authoring tools (e.g., MadCap Flare, Adobe FrameMaker, Paligo, Oxygen XML Editor, Confluence). 
• Experience with XML, DITA, or Markdown authoring environments is highly valued.
• Experience with version control systems (e.g., Git, GitHub, GitLab) and a willingness to learn "docs-as-code" workflows and continuous integration/continuous deployment (CI/CD) pipelines for documentation.
• A collaborative mindset, focused on team success, open to learning from others and mentoring less experienced team members.
• Proactive communication, effectively sharing insights and ideas in a timely manner.
• An understanding of multi-cultural working styles and behaviors, crucial for success within a global organisation.
• An interest in Professional Services organisations and the personas our solutions serve.
• Previous exposure to ERP/PSA solutions, CRM solutions, CPQ solutions, and/or cloud platforms is desirable.
• Bachelor’s Degree in a relevant field such as Technical Communication, English, Communications, Computer Science, Engineering, or a related discipline.

• Experience in the Technical Writing discipline, or a related field.