Technical Writer

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

This position is responsible for planning, researching, and writing documentation that may comprise either or both of the following :

• Policies, Standards, Procedures (PSPs), Work Instructions, and Knowledge Base (documents) articles for internal business or technical processes.
• Technical content for products delivered to customers, including existing and new products.

Responsibilities may include updating and improving content development and delivery standards and processes, ensuring business owners and approvers review and approve documents on time to avoid any policy risks.

Overall Purpose :

This position is responsible for planning, researching, and writing documentation that may comprise either or both of the following :

Policies, Standards, Procedures and Work Instructions for internal business or technical processes.

Technical content for products delivered to customers, including existing and new products.

Responsibilities may also include updating and improving content development and delivery standards and processes.

Essential Functions

Meet with technical and business project stakeholders and subject matter experts to gather the information needed to create required internal and external documentation.

Coordinate work efforts with project and / or product teams.

Document status of project milestones for the Technical Writer workflow (Salesforce, Lockpath, and other).

Research and translate technical information / artifacts or business processes into content that can be delivered as output such as web content, online help, knowledge bases, technical requirements documents, system and implementation guides, reference manuals, user guides, training materials, policies and procedures, and associated forms.

Track technical and non-technical changes and revise content, resolve issues, and verify the technical and functional accuracy of the documentation deliverables.

Maintain standard look and feel for content deliverables by formatting documents using defined CSS (styles), templates, and adhering to style guidelines defined by the Technical Writer Policies and Procedures.

Follow instructions to maintain version control of documentation as defined by the Technical Writer Policies and Procedures.

Create technical diagrams to depict system structure, program logic and process flow.

Provide proactive and clear communication of project status and other information.

Continuously identify and implement improvements to TW processes, standards, or documentation content development.

Support the company’s commitment to protect the integrity and confidentiality of systems and data.

Area of Focus : Consumer Services

Meets with business stakeholders and subject matter experts to create, update, or retire Policies, Standards, Procedures, Knowledge Base Articles, and Work Instructions and Response Templates.

Gathers the information needed to create required internal and external documentation, including documenting processes in process flow tools such as Lucidchart

Establishes and maintains proper documentation to adhere to Consumer Services and EWS Policy Office Policies.

Completes process improvement opportunities to improve user documentation.

Completes general and any necessary administrative functions as needed in the Global Risk and Compliance tool.

Must maintain 90% or great quality scores on documentation.

Minimum Qualifications :

Bachelor’s degree is preferred within a study of Technical Writing, Computer Science, Management Information Systems, English, Journalism, or a related field.

Experience minimum of 2 years, dependent on the level and type of contribution, in defining and writing and proofreading / editing technical manuals, guides and / or training aids or Policy, Standard and Procedure documentation.

Beginner to intermediate proficiency in Madcap Flare or other content development applications.

A passion and enthusiasm for technology and independent learning.

Excellent verbal and written communication and collaboration skills.

Ability to understand and effectively translate highly technical concepts and information into business and training materials.

A strong desire for quality, attention to detail, and an ability to take ownership of assigned projects.

Proven ability to work in a fast-paced environment, handling multiple priorities while meeting or exceeding deadlines.

Skill to solve a wide range of complex problems related to creation and maintenance of documentation sets in creative and practical ways.

Strong proficiency in software technology and a thorough understanding of technical writing.

Experience using style guides (especially Google and Microsoft).

Working knowledge of the business processes, systems and philosophy associated with high-performance technology companies.

Background and drug screening

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Preferred Qualifications :

Experience or familiarity working within an Agile development methodology.

Familiarity with software project management applications such as JIRA / Confluence and Microsoft Office 365.

Beginner to intermediate experience with content development applications and related software such as MadCap Flare, Adobe Acrobat Pro, Camtasia, SnagIt, Office 365 including Microsoft Word, Excel, SharePoint, Teams, Stream, and more.

Familiarity with HTML tagging, applying CSS, and using templates.

Familiarity with document change management and source control using Git or similar.

Additional related education and / or experience.

Physical Requirements :

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and / or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and / or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

The base pay scale for this position in :

Phoenix, AZ / Chicago, IL in USD per year is : $64,000 - $80,000.

New York, NY / San Francisco, CA in USD per year is : $77,000 - $96,000.

Additionally, candidates are eligible for a discretionary incentive plan and benefits.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Some of the Ways We Prioritize Your Health and Happiness

Healthcare Coverage – Competitive medical (PPO / HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

12 weeks of Paid Parental Leave

Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to for the latest. Our team can share more during the interview process!

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit .