Technical Content Writer

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Come be a key part of a high-performing and motivated team in the vanguard of documenting Visa products and services, including Visa digital, mobile payments, e-commerce, money transfer, APIs, and much more for Financial Institutions, partners, vendors, and Visa staff around the world.

As a Technical Content Consultant in PPD Communications, you will support the publishing tools and core systems documentation for Visa products and services.  You’ll support our tools used in the documentation forefront of Visa products and services that includes, but is not limited to: Visa digital mobile payments, e-commerce, and money transfer for external Clients and internal Visa staff.  You’ll work closely with staff to design solutions that meet business requirements, as well as collaborate with other team members to produce high quality documents. 

Our tool support staff work collaboratively with stakeholders, which includes Systems Architects, Software Engineers, Project Managers, Business Partners, and Client Support staff to ensure multi-system technical requirements are fully developed for the publishing tools.  

Our writers analyze business requirements, multi-system conceptual approaches, and technical designs to define and document the technical changes and configuration and testing requirements for external Clients and Visa staff. You’ll also determine from project documents as well as consultations and article reviews with the project team the information applicable to each audience and how it will be presented and positioned internal documentation and technical specifications. We proactively support consistent on-time delivery of Client documentation. 

Build and manage strong relationships with both Business Partners and Technology teams. Build strong relationships across the organization at multiple levels to drive results. Interface with technical and non-technical staff for smooth and successful delivery of all project work.  
Proactively support on-time delivery of Client documentation for the Visa Business Release Enhancements to ensure that the SSAE 18 audit item is successfully met. 
Other projects our team works on include - technical articles for the Global Technical Letter and Implementation Guide (GTLIG) and Global Service Activation Guide (GSAG), standalone Technical Letters, Technical Specification Guides, Client Implementation Guides, Service Activation Guides, and Service Advisories for off-release systems implementations, as well as updates to internal guides for customer service staff.

As key contributors and subject matter experts in their own right, our writers also support the VisaNet Business Release process by serving as technical contacts and/or providing support in the Command Center.  They also serve as third-level support for Client inquiries.

Responsibilities
Principal responsibilities include:

• Collaborate with Systems Architects and Software Engineers to design new publishing tools, as well provide updates to existing publishing tools.
• Write meaningful/actionable user requirements from design documents, and conceptual approaches.
• Provide first-level technical troubleshooting and problem solving to the HTML and XML authoring community, using excellent customer service skills and best practices to serve our fellow team members. The successful applicant will need to be professional at all times, particularly when faced with various issues requiring user assistance.
• Test and debug software enhancements to our HTML and XML authoring systems (current and new) and provide feedback to the applicable development teams. This includes the construction of solid use cases for testing and for User Acceptance Testing (UAT.)
• Deliver technical training—via webinars, front-of-the-room training and one-on-one user training.
• Communicate professionally and clearly in all written and oral communications in a way that is transparent and honest.
• Provide timely project status on multiple projects to team members, clients, and management— with the ability to construct highly readable versions of status/dashboards that define the details of what has been delivered, what is missing, and what is in between.
• Write documentation using topic-based structured authoring guidelines and with minimalist intent. This documentation is for our HTML and XML authoring systems (XML Editor, Component Content Management System, and web-based documentation delivery portal) used to create internal and external Visa documentation.
• Update current documentation that supports existing end-user authoring systems.
• Proactively escalate problems and issues as needed and exercise good judgement in determining what is urgent or critical and what is not.
• Multi-tasks and prioritizes concurrent assignments.

Qualifications

Basic Qualifications
At least 5 years of work experience with a bachelor’s degree or 2 years of work experience with an advanced degree (e.g. Master’s, MBA, JD, MD) or PhD

Preferred Qualifications

• 7-10 years of work experience and a Bachelor’s Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or PhD.
• Advanced Degree (e.g. Masters, MBA, JD, MD) or PhD.
• Strong knowledge of the structure and content of the English language including the rules of composition and grammar.
• Strong customer service, analytical, research, interpersonal and problem-solving skills required.
• Strong interpersonal, facilitation, and leadership skills along with effective communication (both written and verbal) skills.
• Demonstrated ability to absorb, analyze, and understand new information, technologies, and practices quickly.
• Proven business processes analysis skills - gathering business requirements, analyzing systems impacts, accurately capturing system requirements and specifications.
• Technical writing or related experience. Experience with writing technical documentation based on technical project artifacts and interactions with Subject Matter Experts, including system architects and senior software engineers.
• Experience with XML documentation tools and profiling, XML editing tools (Arbortext Editor, Oxygen XML, or similar) and document repositories (Documentum, SDL Tridion, or similar), DITA experience preferred.
• Experience with Web design tools (SharePoint Designer and Workflow) preferred.
• Experience with graphics editing software such as Illustrator, Photoshop, or PaintShop Pro preferred.
• Strong knowledge of MS-Office products for Windows including Word, Excel, Visio, Teams, and SharePoint.
• Experience with advanced authoring software such as Acrobat.
• Experience with Atlassian products (JIRA, Confluence) is a plus.
• Knowledgeable with Visa systems or applications is a plus.
• Experience with API documentation is a plus.

Additional Information

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.