Senior Technical Writer

Responsibilities:

· Define and own the roadmap for MCO’s digital enablement platforms, including Knowledge Base (CCMS), Digital Adoption Platform (DAP), and Learning Management System (LMS).

· Lead the integration of AI-driven capabilities, semantic search, contextual chatbots, and personalized content delivery, into documentation and training workflows.

· Establish and maintain content governance standards (templates, metadata taxonomy, version control, review cadences) to ensure consistency and scalability.

· Collaborate with Product, Engineering, Customer Experience, Support, and HR teams to align documentation, training, and in-app guidance with product lifecycle milestones and release processes.

· Partner with technical writers, trainers, and designers to deliver user-friendly, role-based content experiences across multiple formats (text, video, infographics, in-app overlays).

· Drive adoption of self-service enablement tools by embedding contextual help and training directly into user workflows.

· Collect and analyze usage analytics, user feedback, and adoption metrics to continuously optimize the knowledge ecosystem.

· Act as the single point of accountability for digital content delivery, ensuring timely updates and alignment with business priorities.

· Showcase MCO’s knowledge ecosystem as a differentiator in the compliance technology market by driving best-in-class documentation and enablement experiences.

Experiences and Skills:

· 10+ years of experience in product management, digital strategy, or content/product enablement roles (SaaS or enterprise software preferred).

· Strong familiarity with knowledge management and enablement platforms (e.g., Confluence, Zendesk, LMS, Digital Adoption Platforms like WalkMe/Whatfix).

· Hands-on experience integrating AI/ML solutions into digital products (semantic search, chatbots, personalization engines).

· Expertise in structured content frameworks such as DITA and DocBook for modular, reusable, and scalable documentation.

· Hands-on experience with CCMS tools including Paligo, MadCap Flare or Adobe Experience Manager Guides for authoring and publishing documentation.

· Working knowledge of e-learning standards including SCORM and xAPI, ensuring training content is interoperable and trackable across LMS platforms.

· Deep understanding of content governance frameworks (metadata, taxonomy, version control, workflows).

· Strong UX sensibility, with the ability to design role-based, intuitive, and accessible digital experiences.

· Excellent collaboration and stakeholder management skills; able to align Product, Engineering, CE, Support, and HR around shared goals.

· Analytical mindset with experience using data, feedback, and adoption metrics to refine product strategy.

· Exceptional written and verbal communication skills to articulate strategy, influence stakeholders, and ensure clarity in documentation standards.