Training & Documentation Officer

Package Description

Joining Serco amazing team offers:

• Competitive Salary
• Great career opportunities
• Corporate Benefits Package
• International environment
• Possible hybrid work

Job Introduction

Serco is the preferred partner for European Institutions and International Organisations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.

We are hiring a Sr. Project Manager for the EEAS in Brussels, Belgium and various locations around Europe.

Nature of Task

• Write user manuals for information systems.
• Create online help systems integrated with IS applications, ensuring accessibility and context-sensitivity.
• Produce clear, accessible web-based documentation (knowledge articles, FAQs, tutorials) with version control.
• Prepare and deliver instructor-led/e-learning training courses on IS, with training materials, exercises, and assessments.
• Translate business/functional requirements into user-friendly guides, ensuring clarity for non-technical audiences.
• Create and produce screen recordings and video tutorials to demonstrate software features and procedures.
• Edit and produce professional training videos, incorporating graphics, audio, and captions for clarity and accessibility.
• Develop, edit e-learning modules
• Work closely with subject matter experts, project managers, and developers to gather information and ensure technical accuracy of all documentation.
• Adhere to and champion documentation standards, style guides, and templates to ensure consistency and quality across all materials.
• Manage the documentation lifecycle, including version control, review cycles, translation coordination, and publication/distribution.
• Participation in meetings/trainings with user, development teams, etc.
• Customer relationship management aiming at the adoption of digital solutions.
• Creation of stakeholder maps or similar.
• Creation of adoption dashboards and reports.
• Overseeing the adoption journey of several types of stakeholders.
• Resolving stakeholder complaints quickly and efficiently.

Specific Expertise and Technologies

• Experience with the targeted tasks in the context of large IT systems opened to public use to manage grants is an important asset.
• Knowledge of preparing end-user documentation (manuals, FAQs, quick guides) for IS/ICT solutions.
• Experience with collaborative authoring (Confluence, SharePoint) and knowledge of content governance.
• Proficiency in Microsoft 365.
• Knowledge of web languages or tools (e.g. html, HTML5, CSS, JavaScript) would be an advantage.
• Proficiency with professional authoring and documentation tools (e.g., MadCap Flare, Adobe Technical Communication Suite, Markdown, Confluence).
• Experience with e-learning authoring tools and Learning Management Systems (LMS) (e.g., Articulate 360, Adobe Captivate, Moodle)
• Knowledge of screen recording and video editing software (e.g., Camtasia, Adobe Premiere Rush) for creating tutorials would be an advantage.