Salesforce Service Cloud Technical Writer (3-6 yrs)

Role Overview :

We are seeking a skilled and detail-oriented Salesforce Technical Writer to join our team. In this role, you will be responsible for creating and maintaining comprehensive technical documentation for our Salesforce Service Cloud platform, ensuring clarity and accessibility for various stakeholders. You will collaborate closely with Salesforce administrators, developers, product managers, and support teams to produce high-quality documentation that supports our Salesforce initiatives.

Key Responsibilities :

- Create and maintain technical documentation for Salesforce Service Cloud, including deployment guides, user manuals, release notes, and knowledge base articles.

- Develop clear, concise, and accurate documentation tailored to different audiences (e.g., engineers, support agents, end-users).

- Document Salesforce configurations, customizations, and integrations.

- Gain and maintain a deep understanding of Salesforce Service Cloud features, including case management, knowledge base, omnichannel routing, and automation tools (Flow, Apex).

- Document best practices for using Salesforce Service Cloud functionalities.

- Document how Salesforce Service Cloud integrates with other systems, such as Jira, Slack, or internal platforms.

- Create documentation for APIs and data flows related to Salesforce integrations.

- Document Salesforce deployment processes, including sandboxes, change sets, and DevOps tools (Gearset, Copado).

- Create and maintain documentation for change management procedures.

- Create architecture diagrams, process flows, and system overviews using tools like Lucidchart or Visio.

- Incorporate visual aids to enhance documentation clarity.

- Collaborate with Salesforce administrators, developers, product managers, and support teams to gather requirements and validate documentation accuracy.

- Participate in meetings and discussions to understand technical concepts and translate them into clear documentation.

- Maintain documentation in collaboration platforms such as Confluence.

- Utilize Git or other version control systems to manage and track changes to documentation.

- Ensure proper versioning and archiving of documentation.

- Write documentation with a user-centric perspective, ensuring that information is easily accessible and understandable.

Required Skills and Experience :

- 3+ years of experience in technical writing, preferably with a focus on Salesforce or similar platforms.

- Strong understanding of Salesforce Service Cloud features and functionalities.

- Familiarity with API and integration concepts.

- Experience with Salesforce deployment and change management processes.

- Proficiency in using technical writing tools and software (e.g., Confluence, Git, Lucidchart, Visio).

- Excellent written and verbal communication skills.

- Ability to translate technical concepts into clear and concise documentation.

- Strong attention to detail and accuracy.

- Ability to work within tight timeframes.

- Experience in an agile environment.

- Salesforce certifications.

- Experience with DevOps tools like Gearset or Copado.

- Experience with Jira and Slack.

Qualifications :

- Bachelor's degree in technical communication, computer science, or a related field.