BSA Technical Writer

Position Overview

Smile Digital Health is seeking a BSA Technical Writer to support internal and client-facing projects. This role is crucial for producing and maintaining high-quality product documentation, including implementation guides, runbooks, and user manuals. The BSA Technical Writer will act as a liaison between business needs, technical execution, and knowledge management, translating complex healthcare and FHIR-related functionality into accessible content. You will collaborate with solution architects, developers, and technical product managers to gather insights, define processes, and communicate product capabilities, ultimately empowering users and enhancing implementation success.

Company Information

Working for Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024! Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform. At its heart, the Smile platform enables people and organizations to better manage healthcare data. We help generate and liberate structured healthcare data to ensure effective delivery across care teams and health systems, bringing #BetterGlobalHealth to patients every day! Apply today and find plenty of reasons to SMILE!

Responsibilities

• Develop and maintain an in-depth understanding of Smile Digital Health’s product capabilities and their integration with client environments.
• Translate high-level business needs into detailed technical requirements.
• Collaborate with solution architects, developers, and QA to ensure solution requirements are properly documented.
• Maintain high-quality documentation throughout the project lifecycle.
• Create and manage client support documentation, internal knowledge libraries, and transition materials.
• Collaborate cross-functionally with UX, Sales, Implementation, and Support teams.
• Lead and record outcomes of knowledge exchange meetings; ensure relevant updates are reflected in documentation.
• Own and resolve documentation-related tickets and drive documentation update cycles.
• Track and report on quarterly documentation metrics.
• Maintain and manage a client FAQ repository and ensure compliance with privacy and security standards.
• Accountable for ensuring that all working hours are accurately reported in Netsuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable, and that the project management tool in Netsuite is properly and fully utilized. Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability.
• Research and document key business processes with relevant organizations.
• Facilitate meetings with technical and product experts to produce templates and ensure clarity in documentation requirements.

Requirements

• 5+ years of experience in business/systems analysis and technical writing.
• Bachelor’s degree in Computer Science, Information Systems, Library and Information Science, English, or a related field.
• Proven ability to translate complex technical concepts into digestible content for diverse audiences.
• Familiarity with system integration, EMRs, HL7, REST APIs, FHIR, DBMS, and application development.
• Familiarity with version control for managing documentation and code examples.
• Experience in healthcare or health tech ecosystems is a strong asset.
• Proven ability to work independently and collaboratively across departments.
• Excellent analytical, verbal/written communication, and organizational skills.
• Experience with Agile, Scrum, and/or Waterfall methodologies.
• A natural problem-solver.

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