Jobs for People with MS: National MS Society

Description

AWS Applications and Higher Level Abstractions (Apps) provides horizontal and industry vertical applications for business users with the same on-demand scalability, reliability, pay-as-you-go pricing, and machine learning expertise that drive AWS services. The AWS Applications group includes services such as Amazon Connect (a cost-effective cloud contact center), our End User Computing (including Amazon Workspaces, AppStream, etc.), Marketing Tech (Amazon Pinpoint), and Autonomous Checkout and Identity Services (Just Walk Out, Amazon One) for retail, sports, travel, and other verticals.

We're building a different kind of retail experience, with no lines and no checkout. Our checkout-free shopping experience is made possible by our Just Walk Out (JWO) technology, which automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart. When a customer is done shopping, they just walk out!

Designed and custom-built by Amazonians, Just Walk Out, Amazon One, and Amazon Dash Cart technologies, are creating exciting new customer experiences in retail using a variety of technologies including computer vision, sensor fusion, and advanced machine learning. Innovation is part of our DNA! Our goal is to be Earth's most customer-centric company, and we are just getting started. We need people who want to join an ambitious program that continues to push state-of-the-art in computer vision, machine learning, distributed systems, and hardware design.

As a Senior Technical Writer in the Supply Chain, Operations, and Technology (SCOT) Global Education team, you must be obsessed with documenting install, replacement, and troubleshooting standard operating procedures (SOPs) for a global audience of hardware and software field service technicians and tech deployment engineers. You will also help define the long-term technical writing strategy to define workflows and processes for how we create, review, publish, and maintain our technical content that scales to support an international audience. Additionally, you will partner with stakeholders up and downstream to develop performance support strategies and platforms through which we distribute and measure the impact of our solutions over time.

In this position, you will consult with stakeholders to surface targeted performance behaviors, recommend and develop comprehensive performance support solutions to achieve performance outcomes. You must be obsessed with building technical knowledge programs and content that scale to an international audience. This requires customer obsession and experience using data to make informed decisions, change management, program management, mechanisms, automation, and processes that enable our technicians to safely and effectively install and service our Just Walk Out technology independently, consistently, and with zero defects. This role is vital in evolving our learning programs and strategy into the future.

The successful candidate has an entrepreneurial spirit, is willing to wear many hats, and work in a highly collaborative environment that is more startup than big company. You will work closely with our learning experience designers, program managers, localization, tech deployment, tech integration, and stakeholders across Amazon to help create and support our global knowledge programs.

Key job responsibilities

• Proven experience with juggling multiple complex documentation tasks with little or no oversight, while also working effectively within a diverse team of technical writing and learning professionals to support dynamic workloads.

• Consult hands-on with engineering teams and key business stakeholders to produce world-class performance support solutions.

• Define success metrics and construct reporting mechanisms to surface achievement of targeted performance outcomes and identify opportunities for continuous improvement to stakeholders.

• Communicate clearly and effectively to a wide range of target audiences, including technical operations and development teams.

• Proven experience writing concise, digestible user documentation that achieves measurable performance outcomes.

• Proven experience leading, prioritizing, and delivering multiple concurrent programs, often with competing priorities.

• Assist engineers in drafting user-facing content.

• Identify gaps in our processes and confidently advocate for end users to ensure usability.

• Participate in process and system walk throughs as needed.

• Conduct technical reviews of documentation to ensure accuracy.

• Collaborate with a technical writing and training team.

• Help innovate to improve the user experience and documentation standards.

A day in the life

You will help strategize the direction of technical writing, how to make our documentation world-class, integrate technical documentation with customer-facing knowledge programs, and build metrics to drive continuous improvement. You will own solutions for specific product verticals and be responsible for proactively strategizing just-in-time performance solutions for bring up, run state, and break-fix operations. You will own creation and tracking of project timelines and milestones, surface risks, and set expectations. Your ownership includes roadmap prioritization, collaboration, negotiation and communication with stakeholders. You will work with existing and recommend new standardize tools and processes to scalably author content, review for accuracy/quality, and work in developers and PMs to write and test procedures. You will be responsible for identifying process and writing improvement opportunities to raise the bar for our audience.

Application must include a portfolio of links to writing samples that demonstrate your experience, verbal facility.

About the team

Just Walk Out technology SCOT Global Education delivers world-class knowledge resources and tools that: 1) empower global 3P customer (corporate, site operators, front line), and vendor/partner employees to be successful operators of Just Walk Out, Amazon One, and Dash Cart technology at scale, and 2) equip internal Amazonians with organizational, process, and 3P customer knowledge necessary to innovate and accurately resolve inquiries on behalf of customers.

We prioritize development of streamlined, repeatable educational experiences that evoke the same excitement and engagement for our audiences that our technology creates for consumers.

We are a diverse team that embraces our teammates' different perspectives and experiences, encourages work-life harmony, and celebrates our wins and accomplishments together. We are backed by strong leadership dedicated to operational excellence and offer the scope and support needed for substantial career growth. If you possess the ability and passion for innovating for stakeholders, we want you on our team.

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications

• 5+ years of experience designing and producing content for a technical audience, such as Tech Deployment Engineers, Field Service Technicians, or Technical Trainers.

• 5+ years of experience owning knowledge and/or performance support solution strategy, design, implementation, and driving results to support global learning programs.

• Experience using content publishing tools to write, format, manage, and publish technical content on the web.

• Collaborate with technical subject matter experts (hardware, software, tech deployment engineers, tech integration) to understand our technology and how it operates within a complex system and translate this information to support the needs of technical and non-technical audiences.

• Bachelor’s degree from an accredited university or equivalent experience.

Preferred Qualifications

• Proven leadership experience with project management and continuous improvement for technical writing and knowledge management.

• Experience managing highly-confidential technical content that changes frequently

• Ability to use metrics to improve outcomes and communicate impact to stakeholders.

• Skilled at communicating with technical and non-technical stakeholders across multiple cross-functional teams.

• Background working with Agile development for project management and learning development.

• Advanced skills and technical competency working with instructional, graphic, and web design and development tools.

• Proficiency with a docs-as-code approach for content development or experience with working with XML, markdown, or HTML.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $115,600/year in our lowest geographic market up to $191,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.