Documentation Writer Senior

This position will plan and develop engaging content for CSG’s software products and applications. The target audiences for this material include clients and internal end users and system administrators from around the world. As a member of the team, you will create deliverables including user and technical guides, release notes, and video content. Activities include scripting, storyboarding, writing, editing, content management, and content curation. At CSG you will work in an agile environment with the freedom and support to experiment, innovate, and help lead change.

Responsibilities:

• Create, update, and maintain multiple documentation deliverables, including user guides, technical guides, release notes, and videos

• Design information for both technical and non-technical audiences using organization techniques and graphics that make the documentation easy to navigate, scannable, searchable, and visually appealing

• Participate as an active member of multiple SAFe/Agile development teams to determine scope and ensure accuracy of information

• Evaluate designs, user stories, and other documents to determine documentation impacts and estimate work effort

• Develop and edit content according to established standards and procedures

• Publish content to intranet and extranet

• Create storyboards and scripts for videos and on-demand training courses

• Assist with post-production editing of video and audio files

• Contribute to team improvement initiatives

• Keep up with industry standards, best practices, and new advancements

• Actively develop CSG product knowledge

• Help mentor and cross train new and junior team members

• Experiment with and incorporate responsible AI practices into the writing process.

Skills and Competencies:

• Excellent communication skills (both written and verbal) with the ability to convert technical and/or complex information into easily understandable text and illustrations

• Ability to engage and work closely with engineers, product owners, and product management to develop scope and ensure information accuracy

• Technical aptitude with excellent analytical, problem solving, and troubleshooting skills

• High degree of initiative with ability to work independently and in a collaborative and globally dispersed team environment

• Ability to understand and apply industry best practices for creating and maintaining documentation 

• Ability to identify areas for improvement and make recommendations to increase quality and effectiveness of documentation.

• Agile project management skills, the ability to meet or exceed deadlines and timelines, balance multiple priorities, and work under pressure

• Knowledge of the effective use of graphics in documentation 

• Ability to develop and edit content according to established standards, branding, and procedures

• Strong organizational skills; meticulous attention to detail

• Ability to see the big picture and consider broad impacts

• Experience with video cameras, lighting equipment, and audio recording equipment a plus

• CSG product knowledge a plus

Experience:

• Minimum 3-5 years’ experience as a technical writer

• Experience writing and designing technical documentation for software applications in an agile environment (IT and Telecom Billing domains a plus)

• Proven experience with content development tools (MadCap Flare)

• Experience creating and editing instructional videos and designing infographics (e.g., Camtasia)

• Exposure to Wiki (Confluence) usage

• Exposure to software management platforms (Azure DevOps)

• Experience with AI tools (Glean, Cursor)

Location(s):

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.