Blue Cross and Blue Shield of Louisiana Senior Technical Writer in Baton Rouge, Louisiana
We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.
Please note that effective Jan. 4, 2022, Blue Cross and Blue Shield of Louisiana will require any employee who enters any of our offices or who interacts in person with anyone for company business purposes to be fully vaccinated for COVID‑19, unless legally entitled to a reasonable accommodation related to religious or medical exemptions. Please note this is subject to change at any point in time to ensure compliance with company policy or government mandates.
Residency in or relocation to Louisiana is preferred for all positions.
This position’s purpose is to enable and enhance communication between technical and non-technical workers. Primarily responsible for designing, creating, and maintaining all documentation necessary to support business operations software applications and departmental policies and procedures. This position assists and supports the department by translating new features, fixes, and upgrades into documentation supporting the release management lifecycle, new processes, policies, and/or procedures. This position is responsible for maintaining all documentation online and maintaining appropriate version control practices. May oversee the work of Technical Writers.
NATURE AND SCOPE
This role does not manage people
This job reports to: Departmental Leadership
Necessary Contacts: In order to effectively fulfill this position, the incumbent must develop, maintain, and be in consistent contact with:Managers, staff, process owners of the Operations areas, IT divisions, Blue Cross Learning Institute, Corporate Communications, and Business Engineering Team.
Bachelor's in English, Communications, Journalism, Information Technology, Business Administration, or a related field is required
Four years of related experience can be used in lieu of a Bachelor’s degree.
4 years of technical writing experience required to include experience with documenting IT software and systems, user guides, policies and procedures, training documentation and simulations and/or content projects is required
The ability to collaborate with diverse stakeholders on these projects is required
Skills and Abilities
Advanced understanding of document formatting and presentation techniques along with experience with MS Office, is required
Advanced knowledge of information gathering, planning, and organizing methods and principles is required
Ability to grasp complex technical concepts and make them easily understandable in text and images for the customer is required
Ability to manage documentation workflows from planning and design through quality assurance (QA) and distribution, including of peer review and content audits is required
Must have exceptional written and oral communication skills along with superior attention to detail. Ability to analyze target audience and to present ideas effectively is required
Experience using authoring tools, such as Adobe Captivate or TechSmith Camtasia Studio, to create eLearning content, desktop publishing tools, software demonstrations, and simulations is preferred
Experience with Microsoft Dynamics or Customer Relationship Management Systems (CRM) is preferred
Experience with SharePoint, Adobe Photoshop, Adobe Illustrator, Adobe FrameMaker, Adobe RoboHelp, Learning Management Systems, or Knowledge Management Systems is preferred
Knowledge of process models and control frameworks such as COBIT and ITIL preferred along with general understanding of technologies that can be leveraged to solve business problems
Familiarity with lifecycle management methodologies and experience in applying these practices during process improvements is preferred
Proven analytical and creative problem-solving abilities required along with the ability to effectively prioritize and execute tasks in a high-pressure environment
Must possess effective organizational and interpersonal skills with a focus on rapport-building, listening, and interviewing multiple levels of staff and management in a team-oriented, collaborative environment
Must be highly self-motivated and directed with proven ability to follow directions and execute assigned tasks
Licenses and Certifications
- None Required
ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS
Plans, designs, researches, writes, and edits a wide range of documents and graphics, including but not limited to policies, procedures, processes, user guides and manuals, training materials, proposals, miscellaneous forms, and general business documents for both print and online media.
Performs all program functions including accessing all documents in all publishing stages (draft, review, approval, pending and archived). Manipulates documents, manages users and the document review and approval process, and changes program settings.
Works with management and staff to collect and interpret technical information. Edits written documentation to create unified and consistent support documents. Analyzes project requirements to determine types of documents needed and ensures optimal document design to achieve consistency of document quality and maximum usability, accessibility, and retrievability.
Establishes and implement a change management communication process to ensure that the departmental staff always understands and has access to the latest changes to system, processes or procedures.
Develops project plans and timelines for major documentation initiatives to ensure timely delivery of documentation.
Establishes, communicates, and maintains documentation standards, and provides training where required.
Independently gathers information from experts working closely with various departments to understand requirements and then researches, develops, organizes, writes and edits all requested deliverables according to established deadlines.
Selects appropriate medium for message or audience, such as manuals or online videos. Develops content in alternative media forms for maximum usability, with a consistent and cohesive voice across all documentation.
Translates complex verbal processes into diagrams and charts that promote visual learning and increase users’ understanding.
Additional Accountabilities and Essential Functions
The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions
Perform other job-related duties as assigned, within your scope of responsibilities.
Job duties are performed in a normal and clean office environment with normal noise levels.
Work is predominately done while standing or sitting.
The ability to comprehend, document, calculate, visualize, and analyze are required.
An Equal Opportunity Employer
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In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.
Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.
Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.
JOB CATEGORY: Creative & Design