Technical Documentation / Chat Script Writer (Remote)

At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. We are looking for a Technical Documentation / Chat Script Writer for our Technology Service Delivery (TSD) organization to help create and build out modern documentation for our user assistance infrastructure within ServiceNow's Knowledgebase and for use with ServiceNow's Virtual Agent. This role requires a dynamic leader who will be a core part of the IT Service Management Team. You will work closely with our development and business leaders to create resources that do not just document what the product does but accelerates a user from novice to power user. You will be responsible for ensuring that Realogy maintains the highest level of documentation across all our knowledge levels: self-help through technical. Additionally, you will monitor and report against key metrics and partner with stakeholders to increase adoption. This is a remote position.Responsibilities:

• Build and maintain client aids that go beyond traditional documentation, such as chat scripts, online videos, demos, guided tours, and other educational techniques.
• Help build and test chat conversations for Virtual Agent within ServiceNow platform.
• Act as an editor to ensure consistency in training documentation across knowledge levels.
• Monitor metrics on the usage of training materials as well as direct customer feedback to prioritize future training investments.
• Write for a variety of audiences, from non-technical end users to programmers, system administrators, and integrators.
• Oversee peer editing and production review work.
• Integrate use case and functional data into user documentation and examples.
• Help define virtual agent intents and map entities to Now Platform data easily

• Emotional Intelligence
• Communication
• Coaching
• Analytical Thinker
• Strategic Thinker
• Service Oriented
• Performance Execution
• Planning and Organizing
• Inspiring Others
• Conflict Resolution
• Facilitating Change

• Strong writing, production, and technical editing skills.
• Very strong analytical skills and ability to operate in a fast-paced environment with evolving project requirements and priorities.
• BA / BS in Technical Communication or related discipline, or at least five years of experience in writing documentation all levels of users.
• Excellent communication and teamwork skills, including willingness and ability to consult with subject matter experts from engineering, support, and product management.
• Portfolio of work and / or writing samples.
• Is delivery oriented, self-managing, goal-oriented and works well in matrix teams
• Deep passion for customer service and operational excellence
• Demonstrate accountability, collaboration, and shared responsibility.
• Demonstrated ability to communicate clearly and concisely, both orally and in writing, and lead presentations and effective meetings.
• Experience with other O365 products (Power BI) and integration of partner tools, is a plus.
• Experience with Service-Now is required, preferably with experience with Virtual Agent.
• Experience writing chat scripts desired
• 100% remote position