Program Documentation Specialist

ONE (Open Network Exchange); Scottsdale (AZ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Travel discounts

Medical insurance

Dental and Vision insurance

HSA contribution

401(k)

Life & AD&D

Pet benefits

Free parking

Culture

Job summary

ONE (Open Network Exchange) in Scottsdale, AZ is seeking a Program Documentation Specialist to translate business needs into precise software delivery requirements. You will coordinate with Product Design, Development, and QA to ensure accurate documentation for enhancements, new programs, and partner initiatives.

The role emphasizes strong written and verbal communication, meticulous documentation, and the ability to work under pressure while delivering timely Jira tickets and QA test cases.

Qualifications

• Bachelor's degree or combination of education and experience.
• 2 years instructional or technical documentation design.
• AI experience with documentation creation is a plus.
• Familiarity with Atlassian JIRA.
• Salesforce experience.
• Working knowledge of Power BI.
• Working understanding of travel industry standards.

Responsibilities

• Provides SME level knowledge of ONE product offerings, back-office processes, and dependencies.
• Create and edit documentation for new programs, packages, certificates, memberships for Partner and Brand implementation.
• Create detailed JIRA tasks related to delivery requirements.
• Identify and prioritize features for internal and external business needs.
• Ensure alignment with business objectives to drive product initiatives.
• Create and document QA test cases from development requirements.
• Support deployment and troubleshooting of programs, brands and partners.

Skills

MS Office Suite

Analytical mindset

AI Documentation

Communication skills

Organizational skills

Time management

Travel industry knowledge

Education

Bachelor's Degree

2 years Documentation design

AI documentation experience

JIRA familiarity

Salesforce experience

Power BI experience

Travel industry standards knowledge

Tools

JIRA

Salesforce

Power BI

Job description

Brief Description

As a member of the ONE Product Services team, the Program Documentation Specialist position is responsible for creating Software Delivery Requirements to be executed by the Development team. This position plays a liaison role between the Product Designer, Development team and the Software Quality Assurance team to ensure excellence and accuracy for delivered products to the business and to partners. This role encompasses clear communication skills, verbally and as a written document. This person is a subject matter expert in creating documentation for enhancements, modifications, new programs, new packages, new partners, new brands and new memberships clearly and concisely to any internal business department.

Summary/Objective

Brief Description

As a member of the ONE Product Services team, the Program Documentation Specialist position is responsible for creating Software Delivery Requirements to be executed by the Development team. This position plays a liaison role between the Product Designer, Development team and the Software Quality Assurance team to ensure excellence and accuracy for delivered products to the business and to partners. This role encompasses clear communication skills, verbally and as a written document. This person is a subject matter expert in creating documentation for enhancements, modifications, new programs, new packages, new partners, new brands and new memberships clearly and concisely to any internal business department.

Key Responsibilities

• Provides exceptional Subject Matter Expert (SME) level knowledge with an in-depth understanding of ONE product offerings, Back Office, business models, financial models and dependencies and how they interact with each other from Brand to Brand on the ONE Platform
• Create and edit documentation to allow colleagues to deliver new programs, packages, certificates and memberships for Partner and Brand implementation
• Create detailed JIRA tasks as it relates to ONE’s proprietary software as included and Referenced in Delivery Requirements
• Proactive identification and prioritization of features and solutions for internal and external business needs
• Keen awareness of business objectives to drive the implementation and growth of multiple products and initiatives
• Strategically participate in delivering new initiatives, programs, packages and collaborates with colleagues on the best solutions
• Works under pressure to submit delivery requirements and creation of JIRA tickets in a timely manner
• Create Quality Assurance test cases based on new development requirements in delivery requirements per business needs
• Participate in the execution of software quality control test cases at the UAT and Prod environments
• Validate successful deployment of Software enhancements and product roll out
• Create repeatable process documentation for future job knowledge transfer
• Audit and review documents to guarantee they meet internal quality standards and accuracy
• Participate and document issues found during Internal Acceptance Testing (IAT Internal Testing by the Business) for new Brands/Partners/Initiatives
• Supports Product Services team through complete deployment of programs, brands and partners as delivered from requirements submissions or program creation
• Supports Product Support Personnel for knowledge transfer and troubleshooting assistance

Knowledge And Skills

• Advanced skill level with MS Office (Word, Excel, Outlook, PowerPoint, Sharepoint, etc.)
• Analytical mind to translate business needs into product delivery requirements
• Familiarity with AI Documentation creation and techniques a plus
• Excellent verbal and written communication skills
• Meticulous organizational skills with attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Current applied knowledge of software integration, credit card processors and travel related products and processes including but not limited to, Cruise Line business, Hotels, Resorts, Car Rentals, passenger flight and retail ecommerce supplier a plus

Education And Experience

• Bachelor's Degree or a combination of education and experience
• 2 years Instructional or Technical documentation design
• AI experience with documentation creation a plus
• Familiarity with Atlassian JIRA
• Salesforce experience
• Working knowledge of Power BI
• Working understanding of travel industry standards
• Must successfully complete and clear the company's comprehensive background screening process as a condition of employment

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)

What We Offer

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Benefits
• Free Parking
• Amazing Culture!

Office Highlights – Scottsdale, AZ

• Modern office design
• A fully equipped gym is available to all employees
• Basketball Court – Perfect way to take a break and recharge during the day!

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
• ONE* is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.