Content Creator I

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

THE ROLE

We’re looking for an experienced Content Creator to join our growing team. We write the product documentation (using MadCap Flare), video, and in app learning collateral for our Enterprise Resource Planning (ERP) and Professional Services cloud solutions.

You’ll work with our amazing product managers and engineering teams to understand what users want and how you can improve their experience with great content.

You’ll be :

• Writing impactful and accessible content with other Content Creators and Technical Writers
• Writing procedures, concepts, and reference topics for the Certinia products
• Writing conversational content for video and in app learning collateral
• Contributing to our evolving content strategy, operations, and processes
• Following our style guides to write content in a clearer way, and to keep a consistent tone of voice and style
• Participating in regular peer reviews

The role is for you if :

• You have excellent writing skills, grammatical accuracy, the ability to organise material clearly, and explain technical concepts in a helpful way
• You’re passionate about producing and publishing content to multiple channels and for diverse audiences
• You’re passionate about the customer
• You’re positive, focused, and practical
• You work quickly without compromising on quality
• You use plain language to communicate inclusively
• You have a growth mindset and a passion for challenging yourself
• You’re an excellent communicator and team player
• You have problem solving skills, good organisation, multi-tasking, and the ability to deliver projects on time

WHAT YOU WILL DO IN THIS ROLE

• Research, gather, and analyse product information, translating it into a format suitable for our customers
• Work closely with stakeholders and team members to ensure our content is evidence-based, user-centred, and continually optimised
• Design content to meet the users’ needs, making complex processes easy to follow
• Work with SMEs across the organisation to ensure all content created is accurate and reflects customer usage patterns
• Participate in quality reviews of the Content team’s output
• Contribute to the working methods and processes of the Content team
• Create consistent screen text and messages and contribute suggestions for improvements to the software design and usability

There may also be the need for occasional off-site meetings or visits. This job will require ad-hoc flexibility in working hours in order to support and liaise with the company’s US division, customers, and technology partner Salesforce.com.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• Excellent English skills, with a minimum English language level requirement of C1.
• You need to have excellent writing skills, including grammatical accuracy, fluent prose, and the ability to organise material clearly and explain technical concepts in a helpful way.
• You will be required to work in a team and so be an excellent team player.
• You need to be a good communicator, with the ability to articulate your ideas effectively.
• Be a self starter, motivated with an appetite to learn.
• The ability to problem solve is important, as is good organisation skills, multi-tasking, the ability to work to deadlines and deliver projects on time.

WHAT ELSE WOULD BE GREAT

• Knowledge of XML-based authoring system, HTML and CSS.
• Knowledge of Agile development environments.
• Experience of developing IT or SaaS training content for different subject areas, levels of complexity and audience.

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