Technical Writer, Product Management

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Summary: 

 At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU. 

About the opportunity Iron Mountain is seeking a Technical Writer to join our fabulous team. You’ll work with Engineering, UX, QA and Product Management to document product features and create instructional content to support product adoption and learning. This position will focus on the Iron Mountain CSP platform, Iron Mountain InSight, and its complementary platforms and solutions. InSight provides actionable business insights and predictive analytics through Machine Learning (ML)-based classification of a company’s physical and digital information, which adds structure, context and metadata to information to make it more usable. The resulting enriched content enables enhanced automated governance and workflows for our customers. 

Responsibilities

Work closely with product owners/managers, UX team, developers, and other stakeholders to produce clear, user-friendly documentation that enables customers to easily use our platforms and solutions.
Gather and understand product requirements and functionality, converting complex concepts to simple, clear instructional documentation.
Ensure documentation is accurate, up-to-date, and adheres to department standards and best practices.
Write, maintain and update documentation such as user and implementation guides, online help, release notes, and FAQs for external and internal audiences.
Create virtual tutorials and training videos.
Write concise, easy-to-understand user interface text to provide on-screen guidance.
Analyze existing and potential online help content, focusing on reuse and single-sourcing opportunities, and identifying gaps.
Create and maintain templates for various documentation projects. 
Continuously review and improve existing documentation to enhance usability and accessibility.
Manage multiple documentation projects simultaneously while meeting deadlines.

Minimum experience:

Bachelor's degree in English,  Communications, or related field or equivalent practical experience.
3 to 5 years of experience creating content for an end user, implementation or developer audience. 
Experience creating online help using a structured help authoring tool. 
Experience writing user manuals and product implementation guides.
Familiarity creating training content with a digital adoption platform.
Working knowledge of GSuite. 
Experience working with Engineering, UX, QA and Product Management teams.

Preferred qualifications: 

Experience using Paligo to create online help.
Experience using Walk Me to create virtual training content and measure analytics.
Ability to write CSS. 
Experience working on SaaS application, and with machine learning (ML), ML data preparation techniques, and/or machine learning models.
Experience with agile tools such as Atlassian JIRA.
Knowledge of code repositories such as GitHub.
Strong communication & collaboration skills.
Strong research and analytical skills.
Ability to undertake multiple projects and deliver on tight deadlines.

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