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 with company contribution

401(k)

Life & AD&D

Pet benefits

Free parking

Amazing culture

Job summary

ONE (Open Network Exchange) seeks a Program Documentation Specialist to translate business needs into delivery requirements for development teams in Scottsdale, AZ. You will craft documentation for enhancements and new programs and serve as a liaison among Product Design, Development, and QA to ensure accuracy.

You will create JIRA tasks, drive QA test cases, and support deployment of programs and partner initiatives while maintaining high quality standards across internal stakeholders.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2 years in instructional or technical documentation design.
• AI experience with documentation creation is a plus.
• Familiarity with Atlassian JIRA.
• Salesforce experience.
• Working knowledge of Power BI.
• Familiarity with travel industry standards.

Responsibilities

• Provide SME knowledge of ONE product offerings, Back Office, and dependencies.
• Create and edit documentation for programs, packages, and memberships for Partner and Brand implementation.
• Create detailed JIRA tasks related to ONE’s software as referenced in Delivery Requirements.
• Identify and prioritize features and solutions for internal and external needs.
• Collaborate to deliver new initiatives and programs across products.

Skills

MS Office

Analytical thinking

AI documentation

Excellent communication

Time management

Attention to detail

Work under pressure

Travel industry knowledge

Education

Bachelor's degree or equivalent

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 role serves as a liaison between the Product Designer, Development team, and Software Quality Assurance team to ensure excellence and accuracy for delivered products to the business and its partners. The specialist communicates clearly, both verbally and in written documents, and is a subject‑matter expert in creating documentation for enhancements, modifications, new programs, packages, partners, brands, and memberships for any internal business department.

Key Responsibilities

• Provides exceptional Subject Matter Expert level knowledge with an in‑depth understanding of ONE product offerings, Back Office, business models, financial models and dependencies, and how they interact across the ONE Platform.
• Creates and edits documentation to enable colleagues to deliver new programs, packages, certificates, and memberships for Partner and Brand implementation.
• Creates detailed JIRA tasks related to ONE’s proprietary software as referenced in Delivery Requirements.
• Proactively identifies and prioritizes features and solutions for internal and external business needs.
• Maintains keen awareness of business objectives to drive the implementation and growth of multiple products and initiatives.
• Strategically participates in delivering new initiatives, programs, and packages, collaborating with colleagues on optimal solutions.
• Works under pressure to submit delivery requirements and create JIRA tickets in a timely manner.
• Creates Quality Assurance test cases based on new development requirements in delivery requirements per business needs.
• Participates in the execution of software quality control test cases at the UAT and production environments.
• Validates successful deployment of software enhancements and product rollouts.
• Creates repeatable process documentation for future job knowledge transfer.
• Audits and reviews documents to guarantee they meet internal quality standards and accuracy.
• Documents issues found during Internal Acceptance Testing (IAT) for new brands, partners, and initiatives.
• Supports Product Services team through complete deployment of programs, brands, and partners 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 mindset 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 e‑commerce supplier (a plus).

Education And Experience

• Bachelor’s Degree or a combination of education and experience.
• 2 years experience in 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.

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

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.