Senior Technical Writer (Hybrid)

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office.

We are looking for candidates who live within a commutable drivable distance to our Raleigh, NC or Phoenix, AZ office.

The Documentation Services team is responsible for creating and maintaining clear, accurate, and compliant operational documentation in a centralized repository. Documentation includes job aids, procedures, process maps, and forms. We are seeking a Senior Technical Writer who brings strong writing expertise, sound judgment, and the ability to influence documentation quality and best practices across the enterprise.

This role is ideal for a highly skilled individual contributor who enjoys tackling complex documentation challenges, partnering closely with subject matter experts, and shaping how documentation is created and maintained.

In addition to creating documentation, this role supports leadership in setting standards for the team; mentors other technical writers; develops and implements best practices; and serves as an expert resource and liaison for internal customers.

The Senior Technical Writer collaborates with subject matter experts and leaders to translate sophisticated processes into user-friendly content and consults on the alignment of procedures to controls within the risk framework. This position also contributes to improving documentation practices, tools, templates and communications to enhance knowledge sharing across the organization.

This role is crucial for ensuring that our documentation meets regulatory standards.

Primary Responsibilities

• Interview SME's to develop, refine, and maintain complex procedures, job aids, forms, and process maps supporting back-office operational teams, with some customer- or front-line-facing content.
• Partner with subject matter experts and business leaders to translate complex processes into clear, usable, and audience-appropriate documentation.
• Ensure documentation is accurate, consistent, and aligned with internal standards, controls, and risk frameworks.
• Publish and manage documentation within a centralized SharePoint repository, ensuring proper organization, versioning, and record retention.
• Establish and help evolve documentation standards, templates, and style guidelines to improve consistency and usability.
• Provide guidance and mentoring to other technical writers and process owners, serving as a trusted peer and reviewer.
• Support high-impact initiatives by handling complex or time-sensitive documentation requests, including audit or compliance-related needs.
• Identify opportunities to improve documentation processes, tools, and knowledge management practices.
• Manage multiple priorities and deliverables with minimal supervision.
• Maintain a standardized filing and organization structure, which includes detailed record keeping and version storage.
• Perform other duties as assigned

Skills and Experience

• Advanced verbal and written communication skills.
• Advanced ability to translate complex operational processes into clear, concise documentation.
• Proficiency with Microsoft tools (especially Word) and Adobe Acrobat Forms
• Experience working in a team of technical writers
• Ability to establish, apply, and reinforce documentation standards, style guides, and templates, and promote best practices, to ensure consistency, clarity, and quality across a team.
• Ability to manage multiple high-impact priorities, shifting requirements, and deadlines with minimal supervision
• Basic understanding of banking or financial services terminology
• Critical thinking and the ability to be open to other points of view and new concepts.
• Willingness to embrace change, with enthusiasm for continuous learning and agility in navigating organizational change.
• Self-motivated initiative to multi-task, prioritize, and manage time effectively.
• Ability to work well in a team and as an individual contributor.
• Collaboration forward mindset and the ability to work comfortably with other support teams to support cross-functional projects that impact multiple teams.

System Knowledge

High-intermediate to advanced understanding of the following:

• MS Office Applications (especially Word)
• Adobe Acrobat
• SharePoint

Bachelor's Degree and 4 years of experience in Prior Banking Experience, Technical Writing, Consulting or Project Management OR High School Diploma or GED and 8 years of experience in Prior Banking Experience, Technical Writing, Consulting or Project Management

Preferred Qualifications:

• Prior experience working in Financial Services, Commercial Banking, or Technology industries.
• Experience in the banking industry.
• Experience with banking regulations.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits

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