Senior Technical Support Analyst Jobs in Boca Raton, FL

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools, content, and services that help professionals make critical decisions with confidence.

We are seeking an experienced Senior Technical Writer to join our growing software documentation team. This is an exciting opportunity for a technical writer who enjoys learning complex software, partnering with Product Managers and Subject Matter Experts, and turning complicated functionality into clear, intuitive documentation for end users.

Who We Are: Wolters Kluwer: The world is a big place, find your place here

Hybrid: 8 days a month, in any Wolters Kluwer office in the U.S. - Fully remote work can be considered if you're not located within 50 miles of an office.

Our Locations: Contact Wolters Kluwer | Wolters Kluwer

What We Offer:

The Sr. Technical Writer role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits.

What You'll be Doing:

As a Senior Technical Writer, you will play a critical role in developing high-quality technical documentation. You will work closely with various departments, contributing significantly to the creation of user manuals, guides, and specifications. Your expertise will ensure that technical information is conveyed clearly and effectively, thereby enhancing user experience and product usability.

This is a Technical Writing role, vs. an Instructional Design role. Our broader team includes professionals specializing in technical writing, instructional design, training, e-learning, and "How Do I?" video content. This position is specifically focused on software and product documentation, with a strong emphasis on MadCap Flare.

The ideal candidate will bring hands-on experience with MadCap Flare and be comfortable taking documentation projects from conception through completion. We're looking for a technical writer who combines strong writing skills with the ability to understand complex software and translate it into an intuitive experience for end users.

Key Responsibilities:

• Lead interviews and information sessions with subject matter experts.

• Create, update, review, and maintain technical documentation for software products.

• Partner with Product Managers and Subject Matter Experts to understand new and evolving software features and functionality.

• Translate complex product functionality into clear, concise, and user-friendly documentation.

• Determine what end users need to know to successfully navigate and use new functionality.

• Develop documentation supporting upcoming software releases.

• Take ownership of documentation projects from conception through completion.

• Use established technical-writing standards, terminology, and style guidelines to ensure consistency across product documentation.

• Collaborate with cross-functional teams to gather information, ask questions, clarify requirements, and ensure technical accuracy.

• Review and update existing documentation as products and functionality evolve.

• Work independently to manage multiple documentation assignments and priorities.

• Serve as a trusted documentation partner to Product Managers and Subject Matter Experts.

• Develop documentation that serves as the foundation for additional customer-facing resources, including live demonstrations, e-learning, and "How Do I?" videos.

• Identify opportunities to improve documentation processes, workflows, and the overall customer experience.

• Contribute to the continued evolution of our documentation practices, including the thoughtful use of AI and emerging technologies.

MadCap Flare Experience:

We're looking for someone who can quickly take ownership of MadCap Flare projects and has extensive knowledge in this platform.

Ideally, you'll have experience:

• Creating technical documentation in MadCap Flare

• Managing a documentation project from conception through publication

• Maintaining and updating existing Flare projects

• Working with styles, formatting, navigation, and other Flare functionality

• Managing content and publications through MadCap Central

• Using MadCap Flare as a primary authoring environment for software/product documentation

• Experience with both MadCap Flare and MadCap Central is highly preferred.

Key Experience - Required/Strongly Preferred:

• Demonstrated professional experience as a Technical Writer, preferably supporting software or technology products.

• Strong hands-on experience with MadCap Flare.

• Experience creating and maintaining software/product documentation.

• Experience documenting software functionality, features, workflows, and product releases.

• Ability to take complex technical information and communicate it clearly to a non-technical or mixed audience.

• Experience collaborating with Product Managers, Subject Matter Experts, developers, engineers, or other technical professionals.

• Strong attention to detail and commitment to technical accuracy.

• Excellent written and verbal communication skills.

• Ability to independently manage multiple projects, priorities, and deadlines.

• Strong organizational and project-management skills.

• Ability to learn new software products and technical concepts quickly.

• Comfortable working independently while knowing when to ask questions and seek clarification.

Key Experience - Preferred:

• MadCap Central

• Create, update, review, and maintain technical documentation for software products.

• SaaS or enterprise software documentation

• Experience working in an Agile software development environment

• Microsoft SharePoint

• Microsoft Teams

• Microsoft Copilot

• Snagit or similar screenshot/documentation tools

• Experience working directly with Product Management

• Experience incorporating AI tools into technical writing, research, or documentation workflows

What Success Looks Like:

In this role, you'll become a trusted documentation partner to Product Managers and Subject Matter Experts.

You'll take new or changing software functionality, understand how it works, determine what customers need to know, and turn that information into accurate, consistent, easy-to-understand documentation.

You'll be successful if you can take ownership of your work, manage projects independently, ask thoughtful questions, and continuously look for ways to make our documentation, and the customer experience, better.

Your day may include:

• MadCap Central

• Meeting with Product Managers or Subject Matter Experts about upcoming functionality

• Reviewing product requirements and new features

• Determining documentation requirements for an upcoming release

• Writing or updating content in MadCap Flare

• Reviewing existing documentation for accuracy

• Collaborating with other technical writers and content professionals

• Managing competing documentation priorities

• Researching unfamiliar product functionality

• Participating in team meetings and project discussions

• Working independently to move documentation projects toward completion

While you'll collaborate frequently with cross-functional partners, much of your day-to-day work will involve independently researching, writing, editing, and managing documentation projects.

Why Join the Team:

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #BeTheDifference

Additional Information:

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, includingMedical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available at https://www.mywolterskluwerbenefits.com/index.html

Diversity Matters:Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America's Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America's Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They're not intended to be an exhaustive list of all duties and responsibilities and requirements.

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.