Technical Writer

ABOUT THE ROLE

The Technical Writer will be responsible for generating innovative content and ideas while working independently and collaboratively with other teams within the Operations, Identity & Trust (OIT) organization. The position requires research and technical competence of products, services, technology, and concepts to be translated into user-friendly, unambiguous technical and non-technical documentation. You will help create processes and standard methodologies to operationalize the documentation lifecycle for the IT Service Desk knowledgebase and ‘how-to’ content for our internal user community. Such content includes but is not limited to practical articles (with supporting links), FAQs, quick reference guides, training modules to assist end-users in configuring devices (laptops, phones, tablets, peripherals), apps, and IT resources (e.g., booking conference rooms). The overall objective is to create a repeatable quality experience with friendly, functional sources of truth that have high data integrity that can be easily demonstrated through reporting. We are looking for a candidate with extremely high attention to detail, comfort with new tools and technology, an eye for defect-free customer experiences, and an ability to move quickly to deliver on time. The Technical Writer will master our content management system, developing pages, conducting quality assurance, and delivering an experience. We are a lean team that values operational rigor, delivering results, insisting on high standards, and building engaging and high-quality customer interactions. The right candidate will be self-motivated, have good judgment, be an effective communicator, and be looking to excel in this role.

YOUR DAILY IMPACT AT PELOTON

● Seek, design, and implement continuous improvements that add value to IT operational functions
● Lead continuous improvement meetings and participate in service transition scoping sessions
● Manage all documentation training and support needs according to guidelines and deadlines
● Streamline instructions and messaging to minimal efforts that produce efficient results
● Create documentation templates for various content Knowledge Base, SOPs, ‘How-To’, etc. that promote a consistent look and feel
● Identify ways to track and measure the success of the knowledge repository for use and re-use, modifications, archiving, and retirement
● Solicit feedback for documentation standards, information architecture, tools, and best practices
● Create, revise, and maintain technical documents that reside in Confluence and other learning platforms
● Conduct quality assurance for processes and documentation
● Publish and translate workflows, page-building best practices, and knowledgebase functionality
● Ensure the timely and technically accurate delivery of input from contributors
● Stay abreast of operation guidelines and processes while researching new ways to modernize functions
● Participate in end-user support and other duties as assigned

YOU BRING TO PELOTON

● 3+ years of experience in an Enterprise IT support environment
● Proven experience and proficiency with Jira, Confluence, and Google Suite
● Ability to translate complex problems and concepts into simplified knowledge guides
● Effective communicator that can present ideas and solutions across all audiences
● Attentive to detail, organized, and can multi-task across small projects
● Outstanding analytical and conceptual thinking skills
● Ability to prioritize, simplify and implement process improvements in a fast-paced environment
● Ability to work independently and collaboratively to meet timelines
● Demonstrate capacity to thrive in a fast-paced workplace and deal with ongoing change and ambiguity
● Understand documentation processes and lifecycles

Preferred Experience:

● ITIL Certification
● KCS Foundations/Principals certification

Base Salary: $81,800.00.00  to $106,400.00.00The base salary range represents the low and high end of the anticipated salary range for this position based at our New York City headquarters. The actual base salary offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.

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