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Who are we?

Amazon Physical Stores, which includes Amazon Go and Amazon Fresh, uses innovative technology to run its store. For Amazon Go and Amazon Fresh, we created the world’s most advanced shopping technology, Just Walk Out (JWO), so you never have to wait in line.

Our Tech Knowledge Management team is looking for an innovative, stellar technical writer to help support the technology in our store and help us continue raising the bar.

Who Are You?

Amazon is looking for a customer-obsessed Technical Writer with experience in documenting complex standard operating procedures (SOPs), strategizing the direction of a knowledge management team, helping define workflows and processes, and being a leader in your field. We document both hardware and software for field service technicians and tech launch engineers.

The successful candidate will be expected to own the creation of documentation and material using a variety of authoring tools and technologies, mainly MadCap Flare, our content management system (CMS).

Joining our team will give you endless opportunities to use your passion, ingenuity, experience, and pragmatism to be part of very cool software and business teams that affect many people within and outside Amazon.

Key Responsibilities

  • Be capable of juggling multiple complex documentation tasks with little or no oversight, while also working effectively within a documentation team to support varying workloads.
  • Be very hands-on; work with the engineering team and key business users to produce world-class product documentation.
  • Identify metrics and reporting methods to report to stakeholders and drive improvement processes
  • Communicate clearly and effectively to a wide range of target audiences, including technical operations and development teams.
  • Have proven experience with writing user documentation and leading projects.
  • Assist engineers in drafting user-facing content.
  • Identify gaps in our workflows and processes and make improvement suggestions and oversee the implementation
  • Participate in process and system walk-throughs as needed.
  • Conduct technical reviews of documentation to ensure accuracy.
  • Collaborate with a technical writing and training team.
  • Help innovate to improve the user experience and documentation standards.

A day in the life

You will help strategize where the Tech KM team will go, how to make our documentation set world-class, and build metrics to continue improving our documentation. You will own specific devices in the store and be responsible for working with the product teams to track documentation timelines and milestones, call out risks, set expectations, and report on progress to your manager and team along with stakeholders. You will work in MadCap Flare to author your content, send it out for reviews, and work in the lab with developers and PMs to write and test the procedures. You will be responsible for identifying processes and writing improvement opportunities to raise the bar for our audience.

About the team

Our team has three writers at this time. We collaborate and meet regularly to enhance our user experience. Our writing team falls under Tech KM which also includes training, media services, and localization. We have high visibility in the org. We are currently working to localize and scale our documentation sets. We have a fun group of people on the team that are hardworking, passionate, customer-obsessed and help each other out when needed.

BASIC QUALIFICATIONS

  • Bachelor's degree in a related field
  • Technical Writing certificate or equivalent on-the-job experience
  • Nine years + technical writing and leadership experience; or an equivalent combination of education and experience
  • Extensive experience creating end-user documentation.
  • Exceptional writing, line editing and copy editing skills.
  • Proven experience in identifying metrics and reporting to stakeholders
  • Proven experience in identifying process improvements and driving change
  • The application must include a portfolio of links to writing samples that demonstrate your experience, and verbal facility.
  • Ability to prioritize and multitask in a fast-paced, demanding environment with competing deadlines.
  • Excellent communication skills.

PREFERRED QUALIFICATIONS

  • Additional languages are a plus
  • Training experience is a plus
  • Experience in Madcap Flare or any content management system is a plus
  • Experience in reporting and program management a plus
  • Experience in coding a plus

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request accommodation, please visit https://www.amazon.jobs/en/disability/us.

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