Content Writer Analyst (Armenia)

About us

• ServiceTitan — ведущая и наиболее быстрорастущая в мире программная технологическая платформа для торговли, глобальная индустрия с оборотом в триллион долларов. Мы помогаем предпринимателям малого бизнеса управлять и развивать свой бизнес, оптимизировать операции, улучшать обслуживание клиентов и увеличивать продажи. 

About the job

• As a Content Writer Analyst at ServiceTitan, you’ll be supporting our commercial and construction writing teams by providing support and recommending writing topics based on data-driven conclusions. This could include release notes, training content, and supporting documentation for new features, product improvements, and other customer-facing needs.
• You’ll collaborate with other writers, developers, quality engineers, product managers, support, and usability experts.
• You’ll assist in the data collection and analysis to understand our content needs in the the ServiceTitan Knowledge Base, Academy, as well as implementation content for our customers as they migrate to ServiceTitan.

Responsibilities

• Produce with impact: Review raw data from customer communications (Support cases, CSM outreach, Escalations) to find trends and understand where gaps in our content currently exist.
• Identify and update: Help identify and track documentation areas affected by UI changes and new features and plan for updates or new content accordingly.
• Audit and optimize: Participate in continuous reviews and audits, including the maintenance, of existing documentation to ensure optimization of content accuracy and architecture as well as reviewing utilization metrics of built content.
• Collaborate cross-functionally: Work with product managers, analysts, and subject matter experts to understand where we need additional content support.
• Contribute and participate: Actively contribute to team discussions and meetings to improve content guidelines and team processes as needs grow.
• Manage content solutions for assigned areas: Manage tasks and needs for assigned areas from beginning to end, including tracking and updating tasks through JIRA and similar project management tools.

Requirements

• 1+ years experience in data analytics and excel usage.
• Demonstrated ability to quickly learn new software and technical skills with little to no guidance.
• Strong communication (verbal and written) and interpersonal skills.
• Ability to work independently and in a team.
• Detail-oriented and able to manage multiple tasks simultaneously in a fast paced environment.
• Must be comfortable in an unstructured environment that deals with ambiguity and requires creative problem solving.
• Must be able to drive leadership across projects without direct authority.
• A plus if you have:
• Experience with Google Suite, Confluence/JIRA, Pendo.
• Experience with data insight tools such as Google Analytics to help drive content prioritization and to track content engagement.

We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, pet insurance, wellness benefit, office massage, etc.
• Support for Titans at all stages of life: Parental leave and support, on demand maternity support through Maven Maternity, financial planning tools, Employee Assistance Program services, and more.
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