Job Description:

Position:

Manager, Technical Documentation and Customer Communication

Job Description:

Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals.Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.

JOB FAMILY DESCRIPTION

Manager - Technical Documentation and Customer Communication is responsible for technical writing and product specific customer communications within the Secondary Marketing Technologies Division of Black Knight. This position has responsibility to ensure product training documentation, strategies, methods exist and are delivered to both internal as well as external customers. Additionally, this position is responsible for all customer-facing emergency notifications, release notes, user guides and managing the release notes publication process.

Candidates will be asked to provide writing examples and/or be presented with a topic to demonstrate writing skills.

GENERAL DUTIES & RESPONSIBILITIES

• Manage technical documentation processes, procedures and team to ensure efficient and effective product documentation.




• Manages the process of partnering with stakeholders to develop and maintain product related documentation ensuring content is current and meets the needs of all stakeholders.




• Work closely engineering project teams, support teams, and other stakeholders to create and maintain high-quality technical and non-technical documentation for upcoming releases of Secondary Services Technology Division's product releases




• Works closely with Product Management team to develop training materials and training plans for new product development.




• Responsible for reviewing all content and release notes for production releases.




• Manage all client-facing documentation available via knowledge base.




• Master the use of documentation tools, including the publishing platform and CRM/email automation tools.




• Ensures consistent messaging regarding products by working with the Marketing team on product documentation.




• Participate in customer feedback programs to enhance both the usability and relevancy of our system's content.

EDUCATIONAL GUIDELINES

Bachelor's degree in Business Administration, Instructional Design, Adult Education or equivalent combination of education, training, and work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of Black Knight systems and products trained, as well as Black Knight procedures




• Knowledge of Secondary Markets mortgage technologies




• Effective presentation and interpersonal skills




• Understanding of, and ability to demonstrate, adult education principles and techniques




• Strong verbal and written communication skills; clear, tactful, and constructive




• Proficient with technology and office automation tools and applications




• Customer service skills; understanding and focusing on clients' needs; establishing credibility; and building positive, professional, relationships with clients




• Team skills, including ability to establish and maintain effective working relationships with all levels within organization, internally and externally




• Strong time management skills




• Ability to work in rapidly changing environments




• Proficiency in communicating effectively verbally and in writing to all audience types

PRODUCT TRAINING MANAGER

Intermediate managerial role. Works with management and business partners to develop product training materials for clients and customers. Conducts training classes for a variety of products within the division. Collaborates with subject matter experts to ensure training material content is accurate. Provide reports detailing attendance and participation to key stakeholders. Provides guidance to team members within latitude of established company policies and handles all employee-related issues (i.e. annual and interim reviews, goal setting and merit increases and if necessary, employee actions). Typically requires five (5) years or more of experience in a product training role with a minimum of two (2) years of experience in a lead role.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees' diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight's commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

Location:

Plano, TX

Time Type:

Full time Apply Now