Technical UX Writer Specialist - Digital Transformation - Content Operations

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At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview

Our Technical Writing team creates and maintains content for internal and external Google help pages. Here is a preview of content that we own and manage: Google Ads Help and Google Search Central for Developers

As a Technical UX Writer Specialist (also known as QA Editor/ SME), you will be responsible for ensuring that the work produced by our Technical Writers always meets the highest quality standards. The role includes performing quality audits, content editorial reviews, making final edits to content drafts prior to publication, liaising with internal Google teams, and publishing articles to the Help Center. 

Position Responsibilities

• Manage articles housed in various Google Help Centers and developer sites 
• Perform quality audits and provide editorial oversight for both written and visual content. Verify these are up to standard with style, grammar, and process guides through editorial reviews, auditing, and scoring drafted and pre-published content that is written, and coded by the technical writing team
• Triage, vet, and assign tasks to Technical Writers
• Perform root cause analysis, coach and mentor, conduct QA refresher courses
• Collaborate with a team of QAs, and GOC/Google stakeholders from different global sites
• Facilitate, coordinate, and participate in calibration sessions with other QAs and Leads
• Lead or act as global point of contact for critical strategic projects  
• Champion continuous learning and improvement of processes and services by creating knowledge tests and by always seeking to advance your own product knowledge 
• Have the ability to teach and upskill other writers in a classroom environment
• Work during required business hours and be responsive to shifting business timing needs, and work under certain degrees of process ambiguity

Required Skills

Having as many of these specific qualifications is a plus, but transferable skills/experiences may be equally valuable:

• You have 3-5 years experience in web technical writing, web usability (UX) practices, product documentation, or online publishing, preferably focusing on developer-centric content. This includes researching and synthesizing pages of technical product documentation source materials and translating those into digestible content
• You are familiar or have experience writing technical content articles for these topics or product areas: 
  • Technical documentation for developers, dev tools, dev-ops, How-to guides, user guides, and API references
  • Software development concepts, programming languages, SDKs, web technologies
  • Source code (for example: JavaScript or Python)
  • Version-control systems like Git or SVN
• Having these capabilities is a requirement for the job:
  • Able to create visuals and flow diagrams that will help enhance technical support content
  • Working knowledge of HTML, CSS, Markdown, or XML, or DITA for the purposes of drafting and writing technical content within a technical CMS environment.
  • Writing within a style guide or following a set of standards for the writing, formatting, and designing of web-based documents.
  • Prior experience being a Front-end website content developer is a plus
• You must have excellent English communication skills (written and oral) and stakeholder management skills. Experience working with global stakeholders, engineers, or developers to improve the user experience (ex: design, UI)

• Must have experience performing Quality Assurance reviews, audits, as Content Editor, proof-reading, root cause analysis, calibration sessions, and coaching / mentoring others within a quality framework

• Ability to present complex processes, project progress, and status updates to stakeholders and leadership in a business review context

Preferred qualifications:

• Demonstrated experience in researching and writing effective documentation for developers, and dev-ops
• Hands on experience writing technical content using HTML, Javascript, Markdown, XML or DITA
• Familiar with Google Ads, digital marketing concepts, and SEO
• Familiar with Adobe Suite programs (such as Illustrator, Photoshop, Media Encoder, Animate)
• Working experience in a support-related function (data analyst, training, quality, project management, etc) within an in-house/outsourced business operations environment is an advantage

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.