Role: Technical Writer / Process Analyst
Location: Toronto, ON
Bill Rate: $40-45/hr
About the Role:
We are seeking an experienced Technical Writer / Process Analyst to support the design, documentation, implementation, and ongoing operation of a new enterprise platform supporting Service Transition.
The successful candidate will work closely with technology, operations, governance, engineering, development, operational readiness, and support teams to translate complex technical and operational processes into clear, practical, and user-friendly documentation.
This role combines technical writing, business/process analysis, stakeholder engagement, knowledge management, and operational readiness.
Key Responsibilities:
- Analyze and document current-state and future-state processes, workflows, procedures, and operating models.
- Gather, validate, and document business requirements, business rules, process flows, user stories, and acceptance criteria.
- Facilitate workshops and working sessions with technology, operations, governance, and support stakeholders.
- Develop and maintain user guides, procedures, job aids, training materials, process documentation, notification content, and operational runbooks.
- Create and maintain process maps, RACI models, standards, decision guides, templates, and knowledge articles.
- Build and maintain a centralized library of reference materials, standards, intake processes, templates, and supporting documentation.
- Collaborate with subject matter experts to ensure documentation remains accurate, current, and aligned with approved processes.
- Translate complex technical and operational concepts into clear, concise, audience-appropriate content.
- Support testing, implementation, knowledge transfer, release readiness, and operational readiness activities.
- Maintain documentation standards, governance processes, version control, and traceability.
- Work within Agile delivery environments and collaborate with cross-functional technology and business teams.
- Research and organize supporting documentation and resources maintained by partner teams.
Required Qualifications
- 5+ years in Technical Writing, Process/Business Analysis, or Knowledge Management.
- Experience creating user guides, SOPs, runbooks, training materials, and knowledge repositories.
- Strong experience documenting workflows, requirements, business rules, processes, and procedures.
- Excellent technical writing, editing, stakeholder engagement, and facilitation skills.
- Strong analytical, organizational, and attention-to-detail skills.
- Experience working in Agile/Scrum environments.
- Proficiency with Jira, Confluence, Visio, and Microsoft 365.
Preferred Qualifications
- Experience with Service Transition, Operational Readiness, ITSM, governance, risk, or controls.
- Experience with enterprise technology implementations and digital transformation.
- Familiarity with Power Apps, Power Automate, Dataverse, and SharePoint.
- Experience supporting testing, implementation, release readiness, and knowledge transfer.
- Relevant Business Analysis, Agile, Technical Communication, or Knowledge Management certification.
