Communication Specialist (Technical)
Core
Create user-facing instructional content, FAQs, and help articles for a government web-based system to enable users to complete tasks and resolve issues independently.
Role type
Senior IC technical communication specialist (help content)
Builds
User guides, how-to pages, FAQs, and CX content for a government program's public website
Domain
US Federal Government / Healthcare / Technical Writing
Required skills
User-facing instructional writing, plain language editing, Section 508/WCAG accessibility compliance, federal security standards adherence, JIRA/Confluence proficiency, Microsoft 365 mastery, multi-tasking in remote environments
Preferred skills
Cvent webinar platform experience, Agile methodology participation, organizational style guide application, CX data analysis, accessible visual aid creation, healthcare domain knowledge
Technologies
JIRA, Confluence, Cvent, Microsoft 365, Canva, Adobe Express, Illustrator, PowerPoint, Microsoft Accessibility Checker, Adobe Acrobat, ANDI, axe
Responsibilities
Write and edit user-facing content for the program's public website, including FAQs, Q&As, announcements, and step-by-step how-to pages; Learn the program's web-based system in depth to write accurate, task-oriented content; Partner with the Customer Service Center to identify top call drivers and translate findings into new or revised content; Draft communications to the program's user community and stakeholders; Coordinate program webinars and virtual learning events; Submit all content through the established CX review process and incorporate edits; Apply the program's style guide and plain language principles to all written content; Occasionally create simple, accessible visual aids such as infographics and process diagrams; Track content requests and work in progress in JIRA; Perform periodic content audits to identify outdated pages; Ensure the protection of sensitive information and uphold all HIPAA and federal security standards.
Seniority
Senior, hands-on IC