Note: The job is a remote job and is open to candidates in USA. RELI Group is hiring a Technical Writer to support the Transportation Security Administration’s Strategic Communications and Public Affairs Web & Apps team. The role develops and maintains user guidance and digital content, organizes web resources, analyzes usage and customer feedback, and supports accessibility, usability, and review processes.
Responsibilities
- Write and maintain standard operating procedures, step-by-step how-to guides, web development user guides, help documentation, and FAQs for internal contributors and end users
- Conduct process walkthroughs with subject-matter experts, capture requirements, and turn workflows into clear instructions and process diagrams. Manage drafts through review, revision, and approval
- Maintain an organized procedure library. Review content categories, titles, naming conventions, and search terms; recommend improvements to navigation and information architecture; and identify duplicate or outdated content
- Create and maintain the TSA PreCheck signage and marketing-materials library and build an interactive toolkit to help users find those resources, in coordination with the technical team
- Track web and application usage across SharePoint Online and TSA.gov. Analyze usage and search data from tools such as SiteImprove, Search, and Google Analytics to inform content and development decisions
- Design, build, and deliver an analytics dashboard, coordinating data access, implementation, and validation with technical staff and stakeholders. Produce monthly analytics and user-feedback reports and quarterly web usage and search reports
- Analyze raw customer satisfaction data each month. Categorize responses by theme and sentiment, identify recurring concerns and trends, and prepare concise summaries with actionable recommendations. Help refine surveys and feedback collection
- Review documents, application forms, and web content for accuracy, clarity, consistency, usability, and accessibility. Test assigned Microsoft Office and PDF documents and forms against applicable Section 508 requirements using prescribed DHS methods
- Coordinate reviewer feedback, track deadlines and dependencies, communicate status, and raise unresolved review delays. Support usability testing, asset organization, and review of communications products as project needs arise
Skills
- At least five years of relevant experience in your area of expertise, including technical writing and documentation
- Intermediate experience with Adobe Creative Cloud applications (Acrobat, Photoshop, InDesign, and Illustrator) and digital signage software (AEM and MagicInfo)
- Excellent writing, editing, and communication skills, with the ability to translate complex information into instructions appropriate to the audience
- Experience gathering requirements from subject-matter experts and stakeholders, validating information, and managing structured review and revision cycles
- Awareness of user interface and user experience principles, with practical ability to organize content through clear categories, naming conventions, and search terminology
- Ability to analyze web usage and survey data, classify feedback by theme and sentiment, and develop useful dashboards, reports, and recommendations
- Ability to apply accessibility guidance, test documents using established methods, and document and resolve findings
- Proficiency with word-processing and spreadsheet tools
- Familiarity with Microsoft Word, Excel, SharePoint Online, web analytics and dashboard tools, task-tracking tools, and process-diagram software supports the work
- Ability to manage concurrent assignments, maintain organized source and review files, meet agreed deadlines, and collaborate effectively with government and contractor teams
- Must be authorized to work in the US
- Must be able to obtain and hold a TSA Public Trust clearance (aka suitability determination)
- Previous DHS or TSA work experience preferred
Benefits
- Fully remote work
Company Overview