Senior Technical Writer/Trainer

About the Role

We are seeking a Senior Technical Writer/Trainer to support a mission-focused enterprise modernization effort within the Department of Veterans Affairs. The position will develop and deliver role-based documentation and training for a Salesforce Service Cloud solution, an Experience Cloud Applicant Portal, SharePoint Online document services, approved integrations, data migration, reporting, deployment, and operational transition. Working across business, technical, quality, security, release, and support teams, the Senior Technical Writer/Trainer will translate complex requirements, workflows, and system capabilities into accurate and accessible user, administrator, technical, and operational content. The role also develops curricula, job aids, knowledge articles, runbooks, and train-the-trainer materials; delivers instructor-led and virtual training; manages content through Agile releases; and supports knowledge transfer through production deployment and Hypercare.

Duties and Responsibilities

• Lead the documentation and training workstream, including standards, templates, content inventory, audience analysis, curriculum roadmap, delivery schedule, review cycles, approvals, and readiness criteria.
• Work with business owners, subject matter experts, analysts, architects, developers, administrators, testers, security personnel, and support teams to gather and validate approved business and technical content.
• Develop and maintain role-based end-user and administrator guides, standard operating procedures, desk procedures, quick-reference guides, job aids, frequently asked questions, knowledge articles, release notes, and troubleshooting materials.
• Create technical and operational documentation such as solution overviews, configuration references, data and integration descriptions, document-management procedures, security and access procedures, runbooks, monitoring instructions, escalation paths, and support-transition materials.
• Design curricula using adult-learning and instructional-design principles, including learning objectives, course outlines, instructor and participant materials, demonstrations, realistic exercises, knowledge checks, assessments, and train-the-trainer packages.
• Deliver instructor-led, virtual, workshop, demonstration, and train-the-trainer sessions for administrators, business users, support personnel, and other approved audiences; adapt delivery based on role, proficiency, and feedback.
• Support approved in-application guidance, portal instructional text, applicant guidance, help content, communications, and email templates in coordination with business, legal, communications, accessibility, and user-experience stakeholders.
• Ensure materials accurately reflect approved functionality, policies, procedures, security controls, records requirements, terminology, and release content, while applying Section 508 accessibility, plain-language, usability, and quality standards.
• Maintain content governance, version control, review history, source files, approval evidence, traceability, naming conventions, repository organization, and change-management practices across Agile releases.
• Participate in Agile planning and reviews, system demonstrations, System Integration Testing, User Acceptance Testing, defect triage, release-readiness reviews, deployment planning, and operational-readiness activities to identify and incorporate content impacts.
• Evaluate training effectiveness and content usability through participant feedback, knowledge checks, observed performance, support trends, and stakeholder input, and revise materials to address identified gaps.
• Support production deployment, Hypercare, stabilization, knowledge transfer, lessons learned, project closeout, and transition to the designated operations organization, including transfer of final source files and maintenance procedures.

Required Qualifications

• 5+ years of experience in technical writing, instructional design, software or systems training, knowledge management, or a closely related discipline supporting enterprise technology implementations or modernization efforts.
• Demonstrated experience creating clear, accurate, audience-appropriate documentation for complex software, business processes, and operations, including user or administrator guides, procedures, job aids, knowledge articles, runbooks, or comparable deliverables.
• Experience designing role-based training using adult-learning and instructional-design principles, including audience and task analysis, measurable objectives, course structure, exercises, assessments, and performance-support materials.
• Experience delivering instructor-led and virtual training, demonstrations, workshops, and train-the-trainer sessions to technical and nontechnical audiences, with strong facilitation and presentation skills.
• Exceptional writing, editing, proofreading, organization, and information-design skills, with the ability to simplify complex business and technical material without changing approved meaning or sacrificing accuracy.
• Ability to gather information through interviews, workshops, system demonstrations, design artifacts, test environments, and source documentation, and to validate content with subject matter experts and technical teams.
• Experience managing documentation and training content through iterative review, approval, version control, repository management, release updates, and formal quality or readiness gates.
• Working knowledge of Section 508 accessibility, plain-language principles, accessible document and presentation design, and secure use of examples, screenshots, or training data that may involve sensitive information.
• Experience supporting Agile delivery and production-readiness activities, with strong collaboration, analytical, and time-management skills and proficiency with common authoring, presentation, collaboration, screen-capture, and content-repository tools.

Preferred Qualifications

• Experience developing documentation or training for Salesforce Service Cloud, Experience Cloud, Salesforce Flow, Lightning applications, or comparable CRM, case-management, workflow, or self-service portal platforms.
• Experience documenting cloud solutions, enterprise integrations, data migration, SharePoint Online document services, reporting, security, DevSecOps, release management, or production-support processes.
• Experience with e-learning, multimedia, learning-management, or screen-recording tools such as Articulate, Adobe Captivate, Camtasia, or comparable products.
• Experience supporting organizational change management, user adoption, communications, knowledge management, or business-readiness activities associated with enterprise system deployments.
• Experience supporting Federal, state, healthcare, legal, licensing, credentialing, accreditation, or other regulated environments; Department of Veterans Affairs experience is a plus.
• Familiarity with Microsoft 365, SharePoint Online, Azure DevOps, Jira, Confluence, or comparable collaboration and knowledge tools; relevant technical communication, instructional design, Salesforce, Agile, change management, or IT service management certification is preferred but not required.

Education

Bachelor's degree in Technical Communication, English, Communications, Instructional Design, Education, Information Systems, Computer Science, Business, or a related discipline, or an equivalent combination of education, professional certifications, and relevant experience.

Clearance

Must be able to obtain and maintain a Public Trust clearance.

Work Location

Remote