Job Details

Operations Manual Program Consultant/Technical Writer

NW Natural, Portland, Oregon, United States

Job - Other

Close Date: 03/30/2018

At NW Natural, we like to say, “We grew up here.” We’ve been an energy supplier and community leader since 1859.

Some of our neighbors know us through our philanthropy and volunteer programs and innovative approaches to carbon reduction.

Our customers know us because of the clean, safe, efficient, and low-cost natural gas we provide.

We are a service-oriented utility, with a “Best in the West” customer satisfaction ranking.

If you share our core values – integrity, safety, service ethic, caring and environmental stewardship – we invite you to apply to NW Natural.

The Role:

Develop, implement and manage a comprehensive and code compliant Operations Manuals Program, including a technical content and change management process that ensures consistency and standardization within and across manuals.

Day to Day:

Develop, document, and oversee a fully integrated Field Operations Manual (FOM) program that supports the long-term vision and meets operational needs.
Build a comprehensive FOM program that integrates within existing programs and propels them into the next level of performance and supports a cohesive content maintenance and management strategy.
Lead Supervisors, Trainers, Instructional Systems Designers, job incumbents, and other subject matter experts (SMEs) through process of documenting work procedures, policy, and other content for operations manuals using new framework/model and technology.
Collaborate with Supervisors, Trainers, Instructional Systems Designers, job incumbents, and other SMEs to identify and address content gaps in FOM and other operations manuals.
Ensure efficient and effective communications with all levels of SMEs.
Identify and implement improvements to the new field operations manual (FOM), including addition of video and other methods of presenting information.
Develop and manage ongoing and annual review and approval process for operations manuals, ensuring compliance requirements are met.
Develop and implement processes to ensure manual changes with impact to other areas of business or operations are aligned and maintain consistency across documents.
Provide technical expertise and leadership in working with stakeholders to evaluate content and change management technologies and make recommendations.
Implement and manage content and change management system and processes, including publishing content in multiple platforms, as necessary.
Work with IT to implement technologies and resolve issues that arise.
Work closely with the enterprise content management team to align agendas and technologies (e.g., Sharepoint 2013).
Responsible for program analysis and execution through designing, resourcing, and scheduling of all phases of implementation.
Ensure continuous improvement of FOM document and program effectiveness through training feedback, SME input and web analytics.
Serve as an internal stakeholder, consultant, subject matter expert, and senior resource for employees in all departments regarding operational documentation standards and manual best practices.
Ensure all published documents are in alignment with regulatory/compliance requirements.
Participate as a subject matter expert for external audit preparation, data gathering in order to demonstrate compliance.
Come on your first day with:

Bachelor’s degree or equivalent combination of education and experience.
Minimum of 5 years of proven working experience in technical writing and content development and management.
Demonstrated ability to design and implement programs to manage operations manuals.
Experience administrating web content and content management technologies, including Darwin Information Typing Architecture (DITA).
Proven ability to process varying information from multiple sources, synthesize, and ensure consistency.
Proven ability to facilitate groups of subject matter experts (SMEs) on highly technical topics.
Demonstrated ability to work independently and be proactive with limited supervision.
Demonstrated problem solving and critical thinking skills; ability to define problems, develop and present recommendations, organize information, and identify alternative solutions.
Proven ability to collaborate with others, including team members, supervisors and managers; and work effectively with employees at all levels and across departments.
Effective communication skills across varying disciplines and experience levels.
Knowledge of or experience working in HTML 5.
Knowledge of or experience working in Cascading Style Sheets 3 (CSS3).
Demonstrated experience working with a variety of content management software (e.g., MadCap Flare version 12 (current platform) or later or comparable system such as Adobe Framemaker).
Working knowledge of Sharepoint 2013 or later.
Knowledge of Team Foundation Server, Git, or other source control platforms.
What we offer:

Arguably the most competitive healthcare and wellness benefits in the Pacific Northwest

Meaningful Annual Incentive Bonus Opportunity in addition to base salary

401(k) with generous match and additional 5% employer contribution

Company provided Trimet or C-Tran passes/Bike storage for cyclists

Green Team/Diversity & Inclusion Council/Safety Team/Women’s Network

Numerous volunteer and community engagement opportunities

Employee Stock Purchase Plan with a 15% discount

20% Employee discount on Natural Gas

Generous Vacation/Sick leave program

7 Paid Holidays and up to 3 floating holidays to add an extra paid day off to Holidays Observed by NW Natural

Flexible work schedule opportunities

Base salary Range– Min. $72,950 (*$80,400 to $100,950) Max. $105,800

*Expected Hiring Range

Application Process: To be considered for this position, submit a complete electronic application including a cover letter and a resume.

Applications will be reviewed once application deadline has passed.

Deadline: March 16, 2018

At NW Natural we are committed to fair compensation, pay equity and equal opportunity for advancement in the workplace. Salaries are determined based on a combination of education, experience, skills, performance and internal equity to similar roles within our organization.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.