Technical Writer

Job description

Do you love writing easy-to-follow steps for non-technical people to help themselves? Do you imagine how AI can quickly help people fix common IT problems? This position offers the opportunity to do both.

The IBM CIO Help@IBM team is seeking a strong Technical Writer to deliver solutions for global IBM internal employees. The solutions provide resolution to user issues, optimized help desk agent content for advising customers, and cognitive insights on data and interaction behaviors to improve business processes. The intended outcome is faster resolution of issues leading to improved customer satisfaction with support.

Job Duties:
• Work with Content Owners as needed to write user self-help articles for common technical issues agent content for Help Desks to use when providing support.
• Write dialogues in a brief and concise format, appropriate for Watson to display in multiple digital channels and for Watson to speak in phone-based channels.
• Analyze historical search and help ticket data to understand the phrases people use to ask for help regarding specific technical support issues.
• Review content and Watson dialogues in the test and production environments.
• Generate and edit screen captures, icons, and photos.
• Utilize Microsoft Excel for data analysis, and review of complex reports.

In this position, you can showcase the following skills:
Professional Skills
• Extreme attention to detail. You absolutely sweat the small stuff and show this through your excellent communication and written skills.
• You are comfortable asking questions and independently tracking down answers and are highly resourceful, creative, and collaborative.
• Experience with interpreting and iterating based on usability feedback and user research.

Writing Skills
• Deep understanding of how content and design support each other.
• Knowledge of creating conversational style writing.
• Ability to write with awareness of how content fits into the end-to-end user support experience.
• Ability to find the absolute shortest way to clearly communicate an idea.
• Keen sense of ownership in what you produce.

A day in the life at IBM
• Throughout the day, you will collaborate with your teammates and interact with our global product owners – all while being based out of our Austin, Texas office.
• Participate in daily scrums of approximately 12 teammates
• Take advantage of our on-site exercise room which includes cardio and weights
• Work in an open environment where creativity and can-do attitude is welcome and encouraged
• Staying up to date on emerging trends

IBM will not be providing visa sponsorship for these positions now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

CIODEM20
Auto req ID

275930BR
Required Education

High School Diploma/GED
Role ( Job Role )

Information Developer
State / Province

TEXAS
Primary job category

Technical Specialist
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 10% or 1 day a week
IBM Business Group

F&O
Preferred Education

Associate's Degree/College Diploma
City / Township / Village

AUSTIN
Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  3+ years' experience in writing creative, simple, user-focused, support related content.
·  1+ years of professional technical troubleshooting expertise.
·  Demonstrated exceptional writing and editing skills following a style guide.
·  Demonstrated knowledge of HTML and CSS.
·  Knowledge of operating systems including Windows, Mac, iOS, and Android.
Country/Region

United States
Preferred Technical and Professional Experience

·  5+ years' experience in writing creative, simple, user-focused, support related content.
·  2+ years of professional technical troubleshooting expertise.
·  Knowledge and experience with Agile practice.
·  Familiar with Content Management Systems.
·  Technical IT background, with experience resolving technical issues.
Secondary Job Category

Services Specialist
Eligibility Requirements

·  None
Position Type

Professional
Location Statement

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

Office of the Chief Information Officer (CIO) owns IBM's IT strategy and provides the tools, workstations, devices, and infrastructure that IBMers use to do their jobs every day. Put simply, our mission is to create a productive environment for IBM's 365,000 worldwide employees. Join us as we lead with design to drive simplicity and ease of use, engineering the systems that run the business, and innovating to transform the business.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.