Role: Technical Writer
Location: SCC – Scarborough, ON
Work Arrangement: Hybrid – 2 days onsite; flexibility for fully remote
Contract: 6 months, with possible extension
About the Role
We are seeking a Technical Writer / Process Analyst to play a key role in the development of a net-new enterprise application/platform that will transform how teams manage their processes and operations.
The successful candidate will focus primarily on technical writing, process documentation, knowledge management, and user enablement, rather than traditional Business Analysis. This individual will help design and document end-to-end processes required to support the new platform and transition existing manual, meeting-driven activities into a more digitized and self-service operating model.
Working closely with technology, operations, governance, support, and subject matter experts, the candidate will translate complex processes and requirements into clear, practical documentation that enables users to successfully navigate the platform throughout its lifecycle.
Key Responsibilities
- Develop and document end-to-end processes, workflows, procedures, and operating models for a new enterprise platform.
- Document how project teams will navigate the application and process lifecycle, including key steps, required resources, stakeholders, and engagement points.
- Analyze existing manual and meeting-driven processes and help document the transition toward a digitized, self-service model.
- Gather and consolidate information from SMEs, technology teams, operations, governance, and support stakeholders.
- Create and maintain user guides, SOPs, procedures, job aids, training materials, presentations, process maps, workflow diagrams, and operational documentation.
- Develop and maintain the knowledge base and content within the application, enabling users to search for information and independently complete required processes.
- Document requirements, process flows, business rules, user stories, acceptance criteria, and other supporting process information where required.
- Create process maps, RACI models, decision guides, standards, templates, and knowledge articles.
- Organize and maintain a centralized library of reference materials, standards, templates, intake processes, and supporting resources.
- Collaborate with SMEs to ensure documentation remains accurate, current, consistent, and aligned with approved processes.
- Translate complex technical and operational concepts into clear, concise, and audience-appropriate content.
- Support training, knowledge transfer, testing, implementation, adoption, and release-readiness activities for the new platform.
- Maintain documentation standards, governance, version control, and traceability.
- Work within an Agile/project delivery environment using appropriate Agile or project-management tools
Required Qualifications
- 5+ years of experience in technical writing, process documentation, process analysis, business analysis, knowledge management, or a related discipline.
- Strong experience creating technical documentation, user guides, SOPs, training materials, process documentation, and knowledge-base content.
- Proven experience documenting processes, workflows, procedures, requirements, and operating models.
- Strong technical writing, editing, and plain-language communication skills.
- Experience creating process maps, diagrams, workflows, and other visual documentation.
- Strong stakeholder engagement and collaboration skills, including experience working with SMEs and cross-functional teams.
- Ability to consolidate information from multiple sources and convert it into clear, consistent, easy-to-use documentation.
- Strong analytical, organizational, and problem-solving skills with exceptional attention to detail.
- Experience working in an Agile/project delivery environment.
- Experience with Agile or project-management tools; Jira and Confluence are considered an asset but are not mandatory.
- Strong proficiency with Microsoft 365 tools, particularly Word, PowerPoint, Excel, and related documentation tools
Preferred Qualifications
- Experience supporting operational readiness, Service Transition, governance, risk, controls, or regulated environments.
- Experience developing SOPs, operating procedures, standards, support models, and knowledge-management frameworks.
- Experience with SharePoint or enterprise knowledge repositories.
- Familiarity with Power Platform, including Power Apps, Power Automate, Dataverse, or similar technologies.
- Experience supporting enterprise application implementations, digital transformation, or platform modernization initiatives.
- Experience developing content for self-service portals, enterprise applications, or centralized knowledge bases.
- Experience in a regulated industry, particularly banking or insurance, is preferred.
- Certification in Business Analysis, Process Improvement, Agile, Technical Communication, Knowledge Management, or a related discipline is an asset.
