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Work Background
NICE ActimizeManager, Technical Writing, Actimize; DOCenter Owner
Aug. 2022Raanana, Center District, Israel · Hybrid- Responsible for the corporate product documentation portal for 8 Lines of Business and over 30 solutions. - Manage the host vendor relationship, define enhancement requests, and prioritize defect resolution. - Headed a significant UI and UX upgrade effort with proven SEO and positive engagement trends. - Collaborate with IT and CS to manage customer access entitlements, oversee the license checker integration with ServiceNow.
- Work with Product Managers to define end customer access definitions for new offerings.
- Collaborate with Customer Service first line support to train business partners.
- Participate in key customer meetings to obtain documentation feedback and demonstrate doc portal features.
- Define guidelines for technical writers to test customer access to content.
- Define and prioritize IT (ALM) tasks to support the documentation portal and integrations.
- Train first line support on how to resolve customer facing issues with the portal.
- Use analytics to guide content developers to improve customer search results.
- Focus on improving processes and cross group collaborations.
NICE ActimizeDocumentation Group Leader
Mar. 2018 - Aug. 2022Israel- Managed from 3 to 15 technical writers globally. - Responsible for recruitment, onboarding, professional development, change management.
- Responsible for documentation tool licensing and budget planning. - Developed collaborative processes opposite R&D, product management, and IT business applications.
- Defined JIRA requirements to integrate documentation into R&D projects.
- Defined JIRA template requirements for automating release note content.
- Defined guidelines for technical writers' planning, authoring, and publishing in an Agile environment. - Defined GITLab based source control integration with the authoring tool for both versioning and backups.
- Designed authoring tool implementation to support a global team in a complex enterprise.
- Group expert for authoring tool usage, configurations, customizations, single-sourcing methodologies, automations, and troubleshooting. - Good understanding of HTML, XML, and CSS.
- Facilitated content migration and online help readiness.
- Ran POCs for various documentation initiatives.
- Responsible for peer reviews and led forums to ensure content consistency across multiple lines of business, on-premises and SaaS.
- Defined the doc set and architected the information structure for emergent cloud-based enterprise solutions. - Assembled a cross-LOB forum of senior product managers to collaborate for this purpose.
- Enabled the growth and advancement of multiple technical writers
- Mentored multiple technical writing interns
NICE ActimizeSenior Technical Writer
Dec. 2015 - Mar. 2018Israel · On-site- Developed product documentation for new cloud-based solutions for mid-market financial institutions.
- Defined content and documented the solution, user, API, and cloud deployment guides (AWS based).
- Assisted other technical writers to adjust during the adoption of Agile development methodologies.
- Assisted other technical writers to adjust to a new authoring tool.
VerintContent Developer (Technical Writer)
Sep. 2007 - Dec. 2015Herzliya- Collaboration with product management, architecture, development, QA, regional services and support to understand internal and external documentation needs.
- Delivered full product life cycle documentation: Customer IT technology integration, networking, security configuration, maintenance, backup and restore procedures. Support and services product installation, configuration, and upgrade procedures.
Application administrator and system administrator guides. End user guides and online
helps. Component and server role level data flows to support customer troubleshooting.
- Matrix management: Defined and implemented global processes for suite-wide documentation. Implemented global documentation processes for content feedback from partner and customers. Collaborated on internal processes between support, development, QA, and documentation.
- Intern training: Mentor to trainee technical writers during their internship at Verint.
AudioCodesMarketing Communiations, Events Manager
May. 2002 - May. 2007Israel- Managed 1/2 MIL USD budget for corporate trade shows, marketing materials, and advertising.
- Managed local and international suppliers, including public relations, journal advertising,
trade booth design, and collateral production.
- Conceptualized marketing materials for trade shows, and strategic alliance activities.
- Presented company offerings at international trade shows in the USA, Germany, Finland,
France, and England.
Maximal Innovative IntelligenceMarcom and Admin Manager
Jan. 2000 - Dec. 2002Tel AvivStart-up IPO acquired by Microsoft in 2002
- Began as the office administrator
- After a short period was trained by VP of Marketing to manage advertising, design, and trade show participation (Marcom) while collaborating with outsourced services.
- Oversaw the new office manager.
- Evaluated for a relocation position post-acquisition.
Rabin Medical CenterMedical Social Worker
Jan. 1997 - Dec. 1999IsraelPsychosocial assessments, therapeutic and practical interventions, discharge planning
within a multidisciplinary teamwork setting. Worked mostly with elderly patients and their families.
Royal Perth HospitalMedial Social Worker
Jan. 1992 - Dec. 1995Perth, Western AustraliaSocial worker to the emergency room, burns unit, and general medicine wards. Worked with domestic violence victims, long term burns survivors, suicidal youth, and general hospital population.
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