Technical Writer

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Develop and uphold standard operating procedures, comprehensive how-to guides, web development user manuals, help documentation, and FAQs.

• Facilitate process walkthroughs with subject-matter experts to gather requirements, transforming workflows into precise instructions and process diagrams.

• Oversee drafts through the stages of review, revision, and approval.

• Maintain a well-organized procedure library.

• Evaluate content categories, titles, naming conventions, and search terms.

• Suggest enhancements to navigation and information architecture.

• Identify redundant or outdated content.

• Create and manage the TSA PreCheck signage and marketing materials library.

• Develop an interactive toolkit to assist users in locating resources, collaborating with the technical team.

• Monitor web and application usage across SharePoint Online and TSA.gov.

• Analyze usage and search data obtained from SiteImprove, Search, and Google Analytics.

• Design, construct, and deliver an analytics dashboard.

• Coordinate data access, implementation, and validation with technical personnel and stakeholders.

• Generate monthly analytics and user feedback reports.

• Create quarterly web usage and search reports.

• Analyze raw customer satisfaction data on a monthly basis.

• Categorize feedback by theme and sentiment, preparing summaries with actionable recommendations.

• Assist in refining surveys and feedback collection processes.

• Review documents, application forms, and web content for accuracy, clarity, consistency, usability, and accessibility.

• Test Microsoft Office and PDF documents and forms for compliance with applicable Section 508 requirements using designated DHS methods.

• Coordinate reviewer feedback, track deadlines and dependencies, communicate status, and address unresolved review delays.

• Support usability testing, asset organization, and communications product reviews as project needs arise.

⛳️ Requirements

• Minimum of five years of relevant experience, including technical writing and documentation.

• Intermediate proficiency with Adobe Creative Cloud applications: Acrobat, Photoshop, InDesign, and Illustrator.

• Experience with digital signage software: AEM and MagicInfo.

• Exceptional writing, editing, and communication skills.

• Capability to translate complex information into audience-appropriate instructions.

• Experience in gathering requirements from subject-matter experts and stakeholders.

• Proficiency in validating information and managing structured review and revision cycles.

• Understanding of user interface and user experience principles.

• Ability to organize content using clear categories, naming conventions, and search terminology.

• Competence in analyzing web usage and survey data.

• Skill in classifying feedback by theme and sentiment.

• Ability to create dashboards, reports, and actionable recommendations.

• Proficiency in applying accessibility guidelines and testing documents using established methods.

• Strong skills in word processing and spreadsheet tools.

• Familiarity with Microsoft Word, Excel, SharePoint Online, web analytics and dashboard tools, task-tracking tools, and process-diagram software.

• Ability to manage multiple assignments, maintain organized source and review files, meet deadlines, and collaborate effectively with government and contractor teams.

• Must be authorized to work in the US.

• Current or recent DHS or TSA Public Trust clearance (also known as suitability determination).

• Must be able to obtain and retain a TSA Public Trust clearance (also known as suitability determination).

🏝️ Benefits

• Additional employee benefits package (details provided via employer benefits link).

• Equal Employment Opportunity / Affirmative Action employer.

• HUBZone candidates are encouraged to apply.