Technical Writer - Trainer (Contract to Hire)

Job Description
This position is responsible for creating technical documentation and delivering training to technical resources responsible for maintaining, enhancing and supporting the company?s claims processing system. The individual filling this role prepares and maintains documentation and related collateral pertaining to technical design, development, system operations, end-user support, online help, and other technical activities involved in the lifecycle of this critical system. This position also creates and delivers training to the targeted audiences of the training materials. This includes instructional design, curricula development, scheduling, preparation and delivery of training events via classroom instruction, e-learning, self-study or web.

Responsibilities

• Retains a high-level understanding of the technical aspects of maintaining the company?s claims processing system, including: tools, processes and standards for analysis, design, development, testing and implementation.
• Solicits technical information, procedures and standards from subject matter experts within the company, and translates this information into documentation usable by technical staff.
• Participates in claims system governance and technical standards development activities to understand information needed by technical staff to fulfill their job responsibilities.
• Creates and maintains claims system technical documentation needed by technical staff, including systems analysts, developers, quality assurance staff, project managers and release managers.
• Writes and maintains system and user support documentation, including online help content.
• Partners with the company?s software vendors to gather any supporting or related documentation, and ensures consistency with created documentation.
• Completes instructional design and develops role-based curricula for classroom, e-learning, self-study or web-based training.
• Plans and prepares for classroom training, including creating test accounts and training data.
• Schedules and delivers training to technical staff.
• Gathers and summarizes course evaluations for review by IT leadership.
• Partners with the claims system end-user training and development team to provide detail regarding changes, modifications and enhancements made to the claims systems. Helps to ensure consistency to end-user training.
• Collects, analyzes and reviews qualitative and quantitative training course evaluation data with the internal quality team to identify opportunities for quality improvement.
• Ensures learning assets and activities are consistent with requirements defined by senior leadership teams (HPS, IT, EPO).
• Creates and distributes communications regarding deployment of enhancements and defect fixes.
• Participates in reviews of external training programs to determine feasibility for use by the company.
• Actively participates and supports the readiness activities for deployment of patches, defect fixes, and scheduled software releases.

Qualifications

• Bachelor?s degree in technical communications or related field.
• 3+ years of experience as a technical writer.
• 3+ years of experience as a technical instructor in a corporate environment.
• Strong communication, organizational, research, training, and interpersonal skills.
• 3+ years actively participating in systems development and implementation projects.
• Previous healthcare or pharmacy benefit management experience is a strong added plus.
• Strong team player and able to work with all levels of an organization.
• Experience with e-learning authoring tools (Adobe Captivate, Articulate Presenter, Adobe Flash).
• Proficiency with online help authoring tools (e.g., Robo Help).
• Some non-standard hours and travel are required.
• Understands and applies principles of readability, usability, and findability.
• Understands principles of information architecture and technical communication.
• Excellent composition skills.
• Strong interviewing skills.
• Ability to focus on business goals and audience needs.
• Ability to begin documentation of activities with incomplete information.
• Understands principles of source and version control.
• Adaptable to shifting priorities.