Sr Content Creator I-UK

Senior Content Creator/Technical Writer

WHO WE ARE

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

In this senior capacity, you will play a pivotal role in shaping our product documentation and learning modules across their entire lifecycle. We're looking for someone who champions accuracy, user-centricity, and proactive collaboration to ensure our content consistently empowers our global customers.

WHAT YOU WILL DO IN THIS ROLE

• Demonstrate exceptional writing skills: Consistently produce clear, concise, and accurate technical content that is easy to understand for diverse audiences.
• Lead content creation: Research, gather, and analyse complex product information, expertly translating it into clear, accessible content for our customers. This demands a deep understanding of SaaB solutions, ideally leveraging your experience with ERP/PSA, CRM, CPQ solutions, and cloud platforms.
• Drive collaboration & optimisation: Work closely with diverse stakeholders and team members to ensure all content is evidence-based, user-centered, and continuously optimised. Your collaborative mindset and proactive communication will be essential for sharing insights and ideas effectively.
• Design for understanding: Design content that intuitively meets user needs, transforming complex processes into easy-to-follow guidance.
• Ensure technical accuracy: Collaborate with Subject Matter Experts (SMEs) across the organisation to validate content accuracy and ensure it reflects actual customer usage patterns.
• Elevate quality standards: Participate actively in quality reviews of the Content team's output, demonstrating a commitment to maintaining and enhancing high standards across all deliverables.
• Shape team processes: Contribute to the working methods and processes of the Content team. As a senior member, you will be expected to share insightful ideas and advocate persuasively for improvements, backing your positions with evidence.
• Enhance product usability: Create consistent screen text and messages, and proactively suggest improvements that enhance software design and overall usability.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• Proficiency with industry-standard authoring tools (e.g., MadCap Flare, Adobe FrameMaker, Paligo, Oxygen XML Editor, Confluence).
• Experience with XML, DITA, or Markdown authoring environments is highly valued.
• Strong working knowledge of version control systems (e.g., Git, GitHub, GitLab) and understanding of "docs-as-code" workflows and continuous integration/continuous deployment (CI/CD) pipelines for documentation.
• A deeply collaborative mindset, focused on team success and fostering the same expectation in others.
• Proactive communication, effectively sharing insights and ideas in a timely and compelling manner to inform and gain support.
• The ability to stand your ground, knowing when and how to take a firm and persuasive stance, always backing your position with evidence.
• An understanding of multi-cultural working styles and behaviours, crucial for success within a global organisation.
• A strong grasp of Professional Services organizations and the personas our solutions serve.
• Previous experience working on ERP/PSA solutions, CRM solutions, CPQ solutions, and/or cloud platforms is highly desirable.
• Experience in navigating the strengths and limitations of platform architectures.
• Bachelor’s Degree in a relevant field such as Technical Communication, English, Journalism, Communications, Computer Science, Engineering, or a related discipline.
• Typically requires at least 4 years of relevant experience with a Bachelor's degree, or 3 years with a Master's degree.