Document/Technical Writer - Bloomington, MN

Job Description

Document/Technical Writer - Bloomington, MN

Description

As the global leader in electronic testing, Pearson VUE (www.pearsonvue.com) validates the skills and knowledge of millions of individuals every year. Our customers’ high-stakes certification, licensure, admissions and other credentialing exams help people advance in technology, government and professional careers, as well as attain educational growth. Pearson VUE offers proctored exams through the world's largest network of test centers in addition to testing in online and unproctored environments.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit www.pearson.com.

The Documentation/Technical Writer takes whole responsibility for developing, coordinating, delivering, communicating and improving test center policy and procedure documentation for various Channels of Pearson VUE worldwide. Additionally, the Documentation/Technical Writer provides support to Channel Quality and Security, VUE Support Services, Field Management, Program Management, and Customer Services to ensure the exact documentation, comprehensive understanding, and the proper implementation of program procedures at test centers. The Documentation/Technical Writer provides various program-based and procedure-related support to Channel, Program and Field Operation to ensure that high-quality and security channel service is provided. The Documentation/Technical Writer also supports Channel Quality by serving as a secondary resource training backup and helping in assigned projects.

PRIMARY RESPONSIBILITIES

1. Channel Documentation Management

• Supervise the entire life cycle of primary documentation used in operating test centers (outlining requirement needs, design and development, production, publishing and distribution)
• Distribute the materials with multiple media outlets to ensure centers have access to all primary documentation (policy & procedure manuals, client exam guides and other various test center documents) as required
• Represent Channel Quality in business planning meetings and in task teams to make decisions and offer solutions about implementations, migrations, timelines and process changes affecting the global test channels
• Initiate strategic meetings with multiple teams to document detailed procedure and process improvement and provide strategies for alternative solutions or improvements
• Develop instructions by initiating discussions and demonstrations with development teams through detailed understanding of new processes
• Plan and prioritize tasks and determine necessary procedure content and finalize details assertively to meet strict and multiple organizational deadlines
• Develop documentation on sponsor-related procedures, systems or hardware
• Work with the department trainer to develop procedures that support overall learning objectives
• Participate in customer and client discussions and training via teleconference or off-site to foster relationship building and consistent understanding of processes between the organizations

Quality Assurance

• Support the improvement of overall quality by regularly reviewing and revising documentation to maintain consistent and accurate procedural standards throughout the channels and for improvements in usability, availability and content
• Monitor quality by reports and feedback on procedure inconsistencies and/or non-compliance
• Make improvement recommendations and initiate procedure changes or additional training
• Foster support of recommended changes with a teamwork approach between Field Operations staff, Program Managers and other groups
• Clarify policy and provide decision-making support to test center staff and other groups related to all test center procedures.

Project Support

• Provide support to teams, such as VUE Support Services, Channel Quality and Field Operations, to document software & systems deployment/upgrade projects related to the Channel
• Backup Training projects (providing conference call, WebEx, or workshop training) as requested
• Provide Quality Specialists or Security group with policy details or system access as requested

4

Qualifications

Education and Experience:

• Bachelor Degree in a relevant field with 2 years professional experience in writing and communications OR
• Associate Degree in a relevant field with minimum of 4 years writing and communications experience
• Mastery of Microsoft Windows and Office Suites (Excel, Word, Power Point)
• Customer service or support experience preferred
• Experience with RoboHelp preferred
• Experience with Snagit or other similar program preferred
• Experience using Google Email/Cloud ( or other cloud-based platform) is preferred

Skills, Knowledge and Abilities:

• Excellent written and verbal communication skills
• Great attention to detail
• Professional writing, editing, presentation skills
• Influence and persuasion
• Planning, prioritizing and multi-tasking skills
• High awareness of quality
• Commitment to task
• Customer focus a must
• Relationship management and decision making skills
• Creativity and willingness to change
• Coordination and team working skills
• Knowledgeable of company's systems, policies and processes
• Knowledge in testing quality control process and methods

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-MN-Bloomington

Work Locations: US-MN-Bloomington-5715 Old Shakopee 5715 Old Shakopee Road Suite 100 Bloomington 55437

Job: Testing Center

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 19, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1914813

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.