Technical Writer

7 months ago

Sydney, Australia Healthdirect Australia Full time

Work for Australia's largest virtual care provider
- Initial 12 month fixed-term contract
- Hybrid working (2 days) in our Haymarket office, near Central station

**About us**

At Healthdirect Australia we work with purpose and dedication to help Australians actively manage and improve their health.

Our virtual services are easily accessible via multiple channels, including helplines, video call solutions and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic. No matter where people live, or what time of the day or night it is, they can use our services to talk to a health professional, find trusted information and advice online and locate their closest health service.

**About the opportunity**

***
The Technical Document Writer will assist in the delivery of essential contact centre healthcare components, for Healthdirect Australia. As a large-scale public health service, the role will facilitate the creation, embedding and management of all technical documents, producing turnaround within tight deadlines in a fast-paced environment. The role is part of a highly integrated team, who are responsible for Service Management, staying abreast of system changes to meet business needs. The end users are contact centre agents across a multi provider outsourced model and includes their team leaders and associated administrative resources.

Key responsibilities of this role include:

- Create/convert/transcribe work instructions, FAQ's and other collateral for Contact Centre Agents, to be used in the Training of Agents and the ongoing operations for the Call Agents
- Support the Capability Manager in the preparation of collateral for the training packages.
- Ensure all stakeholders and project team-members clearly understand requirements and acceptance criteria.
- Support the effective tracking and manage technical writing/documentation related to feedback as an opportunity to further improve documentation delivery and uptake.
- Support the planning and scheduling of work to help meet required timelines with due regard to quality.
- Aid in the raising of any risks and issues in a timely manner and help manage key dependencies

**You can contribute through your**:

- Experience in creating Work Instructions, Process Flows, FAQs and a wide variety of instructional material.
- Experience in multi-level stakeholder engagement, towards a single outcome.
- Experience in complex artefact management including version control.
- Excellent writing skills e.g. instructional artefacts

**Why work with us**

We believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work.

Our benefits include:

- Flexible work arrangements (2 days per week in office, pro-rated for part time employees);
- 14 weeks company Paid Parental Leave for both parents;
- Multi-dimensional wellbeing program that is run by our people for our people;
- Individual curated learner journeys to support you to expand your capabilities and unlock your talent.

To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au

As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

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