Technical Writer

Paycom; Milford Mill (MD); On-site; USD 54,000 - 90,000; Full time

Job summary

RELI Group is seeking a Technical Writer to support TSA’s Digital Content team in Windsor Mill, MD. The role focuses on turning technical information into clear instructions, organizing web content, and leveraging analytics to improve digital services.

You will work with subject-matter experts, government stakeholders, and technical staff to develop practical guidance, improve usability, and explain web usage patterns. This role blends writing, UX, and data analysis for effective documentation.

Qualifications

• Five+ years of relevant experience including technical writing and documentation.
• Proficient with Adobe Creative Cloud apps and digital signage software (AEM, MagicInfo).
• Excellent writing, editing, and communication skills for diverse audiences.
• Experience gathering requirements from subject-matter experts and stakeholders.

Responsibilities

• Write and maintain SOPs, how-to guides, web development guides, and FAQs for internal and external users.
• Capture requirements from SMEs and stakeholders, map workflows, and manage drafts through reviews.
• Maintain an organized procedure library, improve navigation and information architecture, and identify duplicates.
• Create and maintain TSA PreCheck signage and marketing-materials library and a web toolkit.
• Track web/app usage with SharePoint Online and TSA.gov; analyze data to inform content decisions.
• Design, build, and deliver analytics dashboards; produce monthly and quarterly usage reports.
• Analyze customer satisfaction data; categorize by theme and sentiment; prepare concise summaries with actionable recommendations.
• Review documents for accuracy, clarity, and accessibility; test Office and PDF forms against 508.
• Coordinate feedback, track deadlines, and support usability testing as needed.

Skills

Technical writing

Adobe Creative Cloud

SharePoint Online

UX principles

Requirements gathering

Data analysis

Accessibility

Word/Excel

Tools

Adobe Acrobat

Photoshop

InDesign

Illustrator

AEM

MagicInfo

Job description

Job Details: Job Location: Windsor Mill, MD 21224, Position Type: Full Time, Education Level: None, Salary Range: $90,000.00 - $90,000.00 Salary/year, About Us:

About Us

At RELI Group, our work is grounded in purpose. We partner with government agencies to solve complex challenges, improve public health, strengthen national security, and make government services more effective and efficient. Our team of over 500 professionals brings deep expertise and a shared commitment to delivering meaningful outcomes. Behind every solution is a group of experts who care deeply about impact—whether we’re supporting data-driven decisions, modernizing systems or safeguarding critical programs.

RELI is seeking a Technical Writer to support the Transportation Security Administration (TSA) Strategic Communications and Public Affairs Web & Apps team. You will turn technical and operational information into clear instructions, organize web and intranet content, and use analytics and customer feedback to help improve digital services.

This role combines writing, content organization, user experience, and analysis. You will work directly with subject-matter experts, government stakeholders, and technical staff to develop practical guidance, improve how users find information, and explain what web usage and customer feedback reveal.

What you will do

• Write and maintain standard operating procedures, step-by-step how-to guides, web development user guides, help documentation, and FAQs for internal contributors and end users.
• Conduct process walkthroughs with subject-matter experts, capture requirements, and turn workflows into clear instructions and process diagrams. Manage drafts through review, revision, and approval.
• Maintain an organized procedure library. Review content categories, titles, naming conventions, and search terms; recommend improvements to navigation and information architecture; and identify duplicate or outdated content.
• Create and maintain the TSA PreCheck signage and marketing-materials library and build an interactive toolkit to help users find those resources, in coordination with the technical team.
• Track web and application usage across SharePoint Online and TSA.gov. Analyze usage and search data from tools such as SiteImprove, Search, and Google Analytics to inform content and development decisions.
• Design, build, and deliver an analytics dashboard, coordinating data access, implementation, and validation with technical staff and stakeholders. Produce monthly analytics and user-feedback reports and quarterly web usage and search reports.
• Analyze raw customer satisfaction data each month. Categorize responses by theme and sentiment, identify recurring concerns and trends, and prepare concise summaries with actionable recommendations. Help refine surveys and feedback collection.
• Review documents, application forms, and web content for accuracy, clarity, consistency, usability, and accessibility. Test assigned Microsoft Office and PDF documents and forms against applicable Section 508 requirements using prescribed DHS methods.
• Coordinate reviewer feedback, track deadlines and dependencies, communicate status, and raise unresolved review delays. Support usability testing, asset organization, and review of communications products as project needs arise.

Qualifications

• At least five years of relevant experience in your area of expertise, including technical writing and documentation.
• Intermediate experience with Adobe Creative Cloud applications (Acrobat, Photoshop, InDesign, and Illustrator) and digital signage software (AEM and MagicInfo).
• Excellent writing, editing, and communication skills, with the ability to translate complex information into instructions appropriate to the audience.
• Experience gathering requirements from subject-matter experts and stakeholders, validating information, and managing structured review and revision cycles.
• Awareness of user interface and user experience principles, with practical ability to organize content through clear categories, naming conventions, and search terminology.
• Ability to analyze web usage and survey data, classify feedback by theme and sentiment, and develop useful dashboards, reports, and recommendations.
• Ability to apply accessibility guidance, test documents using established methods, and document and resolve findings.
• Proficiency with word-processing and spreadsheet tools. Familiarity with Microsoft Word, Excel, SharePoint Online, web analytics and dashboard tools, task-tracking tools, and process-diagram software supports the work.
• Ability to manage concurrent assignments, maintain organized source and review files, meet agreed deadlines, and collaborate effectively with government and contractor teams.
• Must be authorized to work in the US
• Previous DHS or TSA work experience preferred.
• Must be able to obtain and hold a TSA Public Trust clearance (aka suitability determination)

EEO Employer

RELI Groupis an Equal Employment Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

HUBZone

We encourage all candidates who live in a HUBZone to apply. You can check to see if your address is located in a HUBZone by accessing theSBA HUBZone Map.

The annual salary range for this position is $90,000 to $90,000.Actual compensation will depend on a range of factors, including but not limited to the individual’s skills, experience, qualifications, certifications, location, other business and organizational needs, and applicable employment laws. The estimate displayed represents the typical salary range for this position and is just one component of the total compensation package for employees.

RELI Group provides a variety of additional benefits to its employees.