User Assistance Lead
Position Overview:As the User Assistance Lead, you will work closely with our Format Solutions product teams within an agile framework to ensure the quality delivery of commercial software. ?You will set the vision, strategy, processes, and drive execution for Technical Writing (Online help, End User Manuals, Release Notes, Documentation, and Content Tools strategy) and Training Content necessary to meet expected scope for all Format Solution products.
You are expected to have extensive experience creating and publishing content for commercially available products.
Resource oversight will include direct, indirect, and global resources ranging from technical writer to training consultants with success dependent upon managing partners (vendors) to expected outcomes.
You will be an individual who will challenge the status quo, find efficiencies, and affect change.
Principal Accountabilities:40% – Execution and Leadership:Manage the technical writing
backlog of the technical writing team which includes the management of the execution performance and adherence to deadlines.?Create and maintain high quality documentation to meet customer needs and agreed upon scope levels based on product investment.Perform tests to ensure accuracy of the documentation written aligns with the current software functionality.Ensure quality reviews of the team.Partner with 3rd parties to deliver training content and instructional design.?Coordinate product localizations with 3rd parties as needed.Work across product teams to identify and resolve issues.Prepare high and detailed level estimations of effort in order to achieve a preferred solution.Create and maintain working relationships with product teams and key stakeholders.Lead process improvement initiatives within the team to ensure continuous improvement in all areas of technical writing, training, and localizations20% – Talent Management:Supervise the team and ensure proper team management as per Cargill?s processesProvide direction, coaching, and development for team members as appropriateExecute all Cargill defined talent management processes for their groupDevelop a culture of engagement and inclusiveness within the teamCommunicate key messages to teamSupport, encourage and facilitate collaboration and communication between teamsAccountable for workforce planning efforts in their area.(Headcount forecasted demand, succession planning, coaching, and team engagement.Change agent and collaboration leader that enables delivery across geography20% – Strategy:Understand the needs of our customers, set the vision, and ensure alignment across our company for world class technical writing and training capabilities.Determine, implement and provide governance for standardized writing and development processes.Influence and educate writers on content standards, document style, and writing style.Define process and techniques for customer feedback and insights.Evaluate new technologies to improve content management and delivery mechanisms.20% – Vendor management:Responsible for the management, allocation, and performance of training content, software localizations, technical writing delivery through strong vendor relationships. This includes definition of roles and responsibilities and the timely acquisition of appropriate resources.?Ensure routine quality reviews are conducted.Hold vendor accountable to agreed upon KPIs.Properly manage demand forecast to ensure right resources are in place at the right time.Skills:
Required:University degree in English, technical communication, relevant field or equivalent experience5+ years technical writing experience for enterprise business applications5+ years experience in software development, working with content management, analysis, design and/or development3+ years experience using MadCap Flare, RoboHelp, or similar content management solution to produce content deliverablesFormal leadership of teams of employees or contractorsExperience writing content based on a corporate and writing style guide.Demonstrated ability to coach and mentor writersProven experience managing vendors to outcomesAbility to understand our business, work across groups, be a team player and enjoy working in a team-oriented environmentExperienced working with ambiguityStrong problem solving/decision-making skillsExperience leading and influencing others, including senior level personnelPreferred:Established skills in identifying and developing strategies to address change management issuesExperience working for a commercial software product companyExperience working in Agile software development teamsKnowledge of feed or supply chain businesses