Description and Requirements

BMC Software is looking for a Lead Technical Writer with a proven ability to learn technical products and to comprehend, coordinate, and articulate complex subject matter, translating difficult concepts into clear, concise guidance for those using the products and related services. The successful candidate takes project ownership and an active role in gathering and coordinating information from multiple teams to develop the customer-facing technical information.

The individual in this role must have a clear understanding of the SaaS customer journey and the ability to collaborate on defining requirements, developing and validating the content, and delivering a clear and successful information experience for SaaS customers. 

Responsibilities:

• Serve as liaison between Information Design and Development and SaaS Product Management teams to coordinate and collaborate on the design, development, and delivery of information needed to support SaaS services, such as service activation, licensing entitlements, and operational policies and processes. 

• Manage competing priorities and complete frequent requests for documentation updates, new documentation, and customer notices. 

• Establish and maintain a terminology list for SaaS deliverables. Socialize and enforce consistent terminology with all SaaS teams.

• Assist with defining a DACI matrix to understand and coordinate responsibilities for different types of notifications to SaaS customers and stakeholders.

• Assist in identifying current challenges, gaps, and inconsistencies in SaaS-related information, notifications, and supporting processes. 

• Help establish publication criteria, guidelines, and a review/approval process for customer notices.

• Identify templates or template refinements to support notification types.

• Make recommendations to improve technical information based on the needs of the target audience. 

• Ensure consistency and continuity with other BMC documentation, customer notifications, and policies with appropriate nuances for SaaS. 

• Make recommendations to improve the content model, style, and structural elements of BMC documentation. Initiate and recommend creative ways to improve technical information deliverables and processes. Use creative approaches to solving problems.

• Quickly learn, document, and teach the use, features, and benefits of innovative software products and solutions for technical audiences.

• Deliver measurable, high-quality results to ensure a positive, successful customer experience.

• Report accurate and timely status for all assignments. Escalate issues and risks to management with appropriate mitigation recommendations.

Qualifications:

• Excellent technical writing and communication skills

• Experience with ITOM, ITSM, or ESM SaaS solutions

• Excellent communication, collaboration, and negotiation skills

• Highly proficient with accepted industry-specific authoring tools, such as Confluence wiki, HTML, XML, Adobe Acrobat, Snagit, Camtasia or Captivate, Paint Shop Pro, and so on

• A strong understanding of the documentation development process, the software development process, and product lifecycles

• Ability to maintain professionalism when representing IDD. Help IDD cultivate good working relationships with groups internal and external to IDD and BMC

• Strong understanding of cloud services, container technologies, and cognitive capabilities

• Experience developing videos, interactive diagrams, simulations, or other e-learning elements

• Thorough understanding of iterative and Agile project management methodologies

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.