TSS Technical Editor Associate

What you'll do

• Evaluate the usage and effectiveness of knowledge management systems and articles for over 300 applications.
• Update and improve existing knowledge base content to enhance discovery and customer satisfaction.
• Create job aids and standard operating procedures (SOPs) for incident and problem resolution.
• Identify recurring incidents to prioritize the creation of new job aids and SOPs.
• Perform operational duties to ensure compliance with regulatory, security, and industry practices.
• Coordinate the verification, approval, and processing of document revisions for the call center knowledge base.
• Track document activity to ensure timely updates and process efficiency.
• Conduct research and analysis for technical writing and editing of new content and maintenance.

What we're looking for

• Must be a United States citizen.
• Must possess an Interim Secret clearance or be able to obtain a Secret clearance.
• Must have 4 or more years of related experience.
• Must have a Bachelor's degree or equivalent years of experience.
• Must have intermediate skills in the Microsoft Office Suite.
• Must possess skills in communication, customer service, technical writing/editing, and writing articles.
• Preferred: A Bachelor's degree in English or Technical Writing.
• US Citizenship.