IT Technical Writer

IT Technical Writer

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues. In alignment with the Tollway's strategic vision, the IT Technical Writer will develop clear documentation for users and support our product objectives. This role will collaborate closely with Application development, product management, and external entities to produce clear, comprehensive documentation spanning the entire user journey—from onboarding guides to advanced feature explanations as well as technical support documents. Responsibilities include developing documentation strategy, creating various content types, and ensuring technical content meets the highest standards of clarity and usability.

Essential Job Functions

Documentation Creation / Information Gathering / Content Strategy:

• Develop, organize, and write user guides, manuals, instruction documents, FAQs, and knowledge base articles for software, hardware, APIs, and IT processes. Generate innovative ideas for content and workflow solutions.
• Collaborate with subject-matter experts, engineers, developers, and product managers to gather accurate technical information.
• Plan and maintain documentation repositories, ensuring content is up-to-date and structured for easy navigation.

Editing & Proofreading:

• Review and edit documents for clarity, consistency, grammatical accuracy, and proper formatting.
• Create Visual Aids including diagrams, charts, and visuals to enhance user comprehension.

Compliance and Continuous Improvement:

• Ensure documentation adheres to relevant standards, regulations, and organizational guidelines.
• Update documentation for enhancements, new features, and process changes; maintain a library of technical documents.
• Translate technical jargon into user-centric focused accessible language for non-technical audiences, supporting product adoption and reducing support ticket volume. Determine the clearest and most logical way to present information for greatest reader comprehension.

Qualifications

Education (Required):

• Bachelor's degree in Technical Communication, English, Journalism, Computer Science, Engineering, or a related field from a four-year accredited university. Professional certifications (e.g., Certified Professional Technical Communicator - CPTC) are highly desirable.

Skills and Experience:

• Minimum 3 years experience in technical writing, preferably in IT, software development, or engineering environments.
• Ability to understand complex technical information and convey it effectively.
• Exceptional writing, editing, and proofreading skills.
• Excellent collaboration, communication, and interpersonal skills to work with various technical teams and stakeholders.
• Proficient with documentation software tools such as Microsoft Office, including Visio, Adobe Suite applications, Canva, content management systems, and other various technical communication tools.
• Comprehensive understanding of user experience needs and ability to create documentation that empowers users.

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.

All stated experience for each question listed within the Supplemental Question Section must also be reflected in the "Work Experience" section of your application or in your resume. Failure to do so, or overstating experience, will result in receiving no credit for your answer, and may result in your disqualification from consideration.

Benefits

At the Illinois State Toll Highway Authority, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer several programs that help you grow in your career and make the Illinois State Toll Highway Authority a great place to work!

MEDICAL, Rx, DENTAL, VISION BENEFITS

• Aetna Select Open Access (HMO) - Premium FREE!
• Aetna Choice POS II (PPO)
• Aetna Prescription, Dental and Vision included at no additional cost.
• EyeMed Vision Care Voluntary Coverage

FLEXIBLE SPENDING ACCOUNT

• Healthcare Flexible Spending Accounts (FSA)
• Dependent Care Flexible Spending (DCAP)

TERM LIFE & AD&D INSURANCE

• Basic Term Life & AD&D – Premium FREE!
• Additional coverage available

TUITION REIMBURSEMENT

• Annual Reimbursement - $5,250

PAID TIME OFF

• Holidays
• Vacation
• Sick Leave
• Sick Leave Bank
• Bereavement Leave
• Parental Leave

EMPLOYEE ASSISTANCE PROGRAM (EAP)

• No cost services for employee and family.

STATE EMPLOYEES RETIREMENT SYSTEMS (SERS or SRS) PROGRAMS

• Pension Plan
• Non-Occupational and Occupational Disability
• Deferred Compensation/After-Tax ROTH
• NCPERS Voluntary Life and AD&D