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Company name
Fiserv, Inc

Hickory, NC

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About the Role:The Technical Writer position at Fiserv supports Knowledge Management for our Customer Solutions organization. This role works closely with project management, operations readiness, and our call center operational partners.  This position is responsible for developing and maintaining the knowledge management application and tools utilized by Customer Solutions while contributing to the management and strategy of our iInnovate and Symon applications.About our Business: If you’re an online or mobile banking user or pay your bills online - if you interact with a financial institution at all - chances are you’re more familiar with Fiserv than you realize. Fiserv is helping its clients push the boundaries of what’s possible in financial services, delivering deep expertise and innovative solutions to help financial institutions, businesses and consumers move and manage money faster and with greater ease than ever before.Electronic Payments provides solutions for electronic billing and payments, online funds transfer, person-to-person payments and personal financial account aggregation services to the financial services industry. Our award-winning solutions are developed based on extensive user testing and are offered in multiple delivery models to serve more than 3,500 financial institutions from community banks to credit unions to the largest U.S. banks. The Electronic Payments Customer Solutions team is focused on providing consumer service for the products Fiserv offers to the financial services industry.Reporting Relationships:Reports To: Manager, Call Center Business OpsDirect Reports: N/AEssential Job Responsibilities:  Work collaboratively with team members to ensure content standards and best practices are met:Monitor and prioritize multiple project deadlines across various input channelsReview, edit, format, publish and maintain high quality and understandable process documents and knowledge documentsProvide consultative support for content needs of cross-functional organizationsConduct content gap analysis across the organization to maintain current and accurate contentSupport standalone applications that provide support to our frontline environment, up to and including development and maintenanceIdentify technical proficiencies across the organization that could aid in streamlining processesDesign and set up analytical reports to address business objectivesManage severity incidents and issues when reported or detected by monitoring supported applications.Maintain and create support documents and any other necessary resources to facilitate re-use and enhance efficiency of the team.Work multiple projects concurrently within established timeframesOrganizing and effectively conducting small to mid-size group meetingsPropose changes that would enhance productivity.Act as a subject matter expert on internal projects that require the use of data/interaction analysisThe above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.Required Qualifications: Four-year college degree or equivalent experience3 years’ experience writing detailed technical documents that convey knowledge efficientlyProficient with Windows, Microsoft Office (e.g., Access, Excel, Word, PowerPoint, SharePoint), and Internet ExplorerWorking knowledge of HTML; familiar with JavaScript and CSSKnowledge of KCS Methodology helpfulKnowledge of content management systems a plusAdditional Skills/Knowledge:Excellent organizational skills with a focus to detail; possess the ability to manage all aspects of a task from concept through draft approvals, to final approval and publicationStrong interpersonal skills; ability to communicate/relate to all levels of the organizations (verbally/writing)Motivated self-starter that possesses the ability to appropriately manage their time and operate within deadlinesAbility to conduct content gap analysisAbility to work productively, both independently and in a team environmentAbility to influence across various levels of the organizationAbility to prioritize cross functional expectationsAbility to work in a rapidly growing and changing team environmentTravel Required:<5%

Company info

Fiserv, Inc
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Company Profile
Fiserv, Inc. (NASDAQ: FISV) is a leading global provider of information management and electronic commerce systems for the financial services industry, providing integrated technology and services that create value and results for our clients. Fiserv drives innovations that transform experiences for more than 14,500 clients worldwide, including banks, credit unions and thrifts, billers, mortgage lenders and leasing companies, brokerage and investment firms and other business clients.

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