Technical Writer in Burlington, Massachusetts at ONTARIO SYSTEMS LLC dba FINVI

The Technical Writer supports the identification, creation, and management of clientfacing, postsales product documentation for complex enterprise software solutions. This role requires a technical writer with excellent writing skills, handson experience with MadCap Flare and HTML, and the ability to work directly with clients in fastpaced environments with frequent changes.

The Technical Writer collaborates closely with Product Management, engineering, and clients to deliver clear, accurate, and usable documentation while managing shifting priorities, setting realistic expectations, and navigating difficult conversations when scope or timelines change.

Role and Responsibilities

Other duties may be assigned. Responsibilities may shift based on project needs and client priorities.

1. Product Documentation Development

• Identify product content gaps and create, manage, and revise clientfacing, postsales technical materials such as:
  • Online help
  • Quick reference guides
  • Release notes
  • Product documentation and educational materials
• Create and maintain online and printed documentation within defined project scope
• Research and analyze subject matter, target audiences, requirements, and use cases to plan content structure and organization
• Interview subject matter experts, review requirements, and evaluate product functionality to ensure accuracy
• Communicate complex technical concepts in clear, concise, and understandable language
• Apply departmental and industry documentation standards, grammar rules, and style guidelines
• Develop visual and supplemental content as needed (e.g., flow charts, diagrams, graphics)
• Follow established editing processes, including selfediting, peer review, SME review, and technical editing
• Publish documentation to multiple delivery channels and formats
• Revise and update documentation to support new releases and changing requirements

2. Client and Stakeholder Collaboration

• Work directly with clients and internal stakeholders to gather documentation requirements and clarify scope
• Manage frequent changes, lastminute updates, and shifting priorities while maintaining documentation quality
• Set and communicate realistic documentation timelines, scope, and expectations
• Participate in and lead conversations related to deadlines, scope changes, and deliverable tradeoffs
• Collaborate crossfunctionally with Product Management, engineering, and support teams to ensure documentation aligns with system functionality
• Contribute rolebased feedback on product features to improve usability and client independence

3. Content Strategy and Continuous Improvement

• Apply technical insight and basic project management skills to support effective documentation delivery
• Collaborate with stakeholders to improve documentation accessibility, organization, and usability
• Assist with identifying opportunities to improve documentation quality, timeliness, and effectiveness
• Support established content management processes and tools used for product documentation
• Work with team members to improve documentation practices and workflows

4. Tools and Technologies

• Author and manage content using MadCap Flare and Microsoft Word
• Apply structured content principles to documentation
• Publish and maintain content across multiple platforms and repositories

Required Qualifications

• Bachelor’s degree in English, Communications, Information Science, Technical Writing, or related field — or equivalent professional experience
• 4–6 years of experience writing technical documentation in a software or technical environment
• Strong experience with enterpriselevel or complex software products
• Handson experience with MadCap Flare
• Working knowledge of HTML would be helpful.
• Excellent written and verbal communication skills
• Strong interpersonal skills with the ability to work directly with clients
• Proven ability to handle shifting priorities, lastminute changes, and tight deadlines
• Ability to manage multiple documentation efforts simultaneously
• Strong organizational, analytical, and timemanagement skills
• Comfortable addressing challenges, risks, and constraints directly with clients
• Must be eligible and willing to obtain a U.S. Federal Security Clearance

Preferred / Bonus Qualifications

• Experience with requirements gathering and/or business analysis
• Familiarity with Agile, hybrid, or fastmoving development environments
• Experience documenting government, regulated, or compliancedriven systems