Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.

Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.

We are Sparksoft!

ROLE & RESPONSIBILITIES:

Write, edit, and maintain user-facing content for the program's public website, including FAQs, Q&As, announcements, step-by-step how-to pages, and customer experience (CX) content that helps users complete tasks and resolve system issues without contacting support.
Learn the program's web-based system in depth, including user roles, workflows, forms, and common error conditions, in order to write accurate, task-oriented content from the user's point of view.
Partner with the Customer Service Center to identify top call drivers; review chat transcripts and listen to recorded or live user calls to understand where users struggle, and translate those findings into new or revised content.
Draft communications to the program's user community and stakeholders, such as system change notices, maintenance and outage announcements, policy or process updates, and event invitations.
Coordinate program webinars and virtual learning events, including scheduling, drafting and sending invitations and reminders through Cvent, monitoring registration, and supporting post-event follow-up.
Submit all content through the established CX review process; incorporate edits and feedback from multiple reviewers accurately, professionally, and on schedule, and maintain version control across review cycles.
Apply the program's style guide and plain language principles to all written content, and ensure that all web pages, documents, and PDFs produced meet Section 508 accessibility requirements before they are submitted for review.
Occasionally create simple, accessible visual aids such as infographics, process diagrams, and one-page job aids to support written content, announcements, and webinars, including text alternatives and accessible formatting.
Track content requests and work in progress in JIRA; maintain drafts, documentation, and content inventories in Confluence; and participate in agile ceremonies such as sprint planning, stand-ups, and retrospectives as assigned.
Perform periodic content audits to identify outdated, duplicative, or inaccurate pages and recommend updates.
Ensure the protection of sensitive information and uphold all HIPAA and federal security standards.
Participate in regular training, quality assurance sessions, and process updates.
Complete other duties as assigned by the Supervisor or Manager.

REQUIRED EXPERIENCE:

3+ years of professional experience writing user-facing instructional, help, or support content (for example, FAQs, how-to articles, knowledge base content, user guides, or web help content) for a software application or online system.
Demonstrated ability to learn a complex system and explain it clearly and accurately to non-technical users.
Strong command of plain language writing, grammar, and editing, and the ability to write concisely for the web.
Working knowledge of Section 508 and WCAG 2.x accessibility requirements, and demonstrated experience producing accessible web content, Word documents, and PDFs (for example, proper heading structure, alternative text, meaningful link text, accessible tables, and color contrast).
Experience working within a documented review and approval process, and the ability to accept and incorporate substantive feedback from multiple reviewers without loss of quality or turnaround time.