Job Description

Description

Intercontinental Exchange, Inc. (ICE) presents a unique opportunity to work with cutting-edge technology and business challenges in the global financial sector. ICE team members collaborate across departments to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving abilities and the highest degree of professionalism.

The Enterprise UX Technical Writer is part of the team responsible for ensuring quality end-user experience (UX) for all employees at ICE and all its subsidiary businesses through the creation of clear and concise communications and technical documentation aimed at improving employee use and adoption of technology. The position requires excellent writing skills and self-starting motivation. The ability to quickly learn new technologies and translate complex information into simple and engaging content is essential. The ability to programmatically apply user experience best practices to technical process documentation is critical.

Responsibilities

• Content author - Organize and write supporting documents and IT change communications for enterprise systems and applications. Collaborate with subject matter experts to ensure accuracy, anticipate end-user needs, and make features and processes easy to understand. Maintain documents as updates or issues arise.
• Communications coordination - Develop announcements for new technologies, outages, status reporting and other ad hoc communications as needed.
• Documentation standards - Author, implement and adhere to internal technical writing and communications content standards regarding process, order, clarity, conciseness, style, and terminology.
• Enterprise knowledge program management - Administer knowledge base configuration. Build relationships with subject matter experts across the enterprise to identify and fill documentation gaps. Identify requirements, scope and timelines for completion of needed work. Teach new content contributors about enterprise standards, provide technical writing mentorship and writing process support.
• Technical proficiency - Technology background sufficient to quickly become proficient in understanding application features and functions.

Knowledge and Experience

• A degree in technical communications, professional writing, English, or journalism or combination of relevant work experience
• 2+ years of demonstrated experience in technical writing, preferably in an enterprise environment
• Proficiency utilizing LLM and AI tools to create content and other media

• Excellent writing, editing, and proofreading skills with meticulous attention to detail
• Proficiency with M365 applications and enterprise ITSM systems
• Ability to translate highly technical information into easily understandable information

• Ability to establish credibility and build effective working relationships with internal teams
• Detail-oriented with proven ability to prioritize and complete multiple projects concurrently and meet committed deadlines
• Exhibits a strong work ethic, active curiosity, self-motivation, and commitment to teamwork. Strong decision-making and interpersonal skills
• Familiarity with UI/UX design principles with focus on ensuring quality and accessible end-user experience a plus
• Familiarity with Knowledge Centered Service a plus

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