Position Summary:The Technical Specifications Writer I is responsible for creating documentation that will be used by the Application Development staff to code changes within the Navitus claim adjudication system. In addition to technical documentation, the Technical Specifications Writer I will also create documentation for software installation, release notes, technical papers and knowledge-base articles as well as system training materials. Responsibilities:• Create technical specification documentation based on use cases, user stories, feature requirements, information from software developers (Claim Adjudication Development) and CAPS, document specifications for the Navitus claim adjudication system.• Produce screenshots, screen recordings, flowcharts and other visual documentation.• Proactively research claim adjudication product changes to determine impact and scope of changes for existing documentation.• Provide input on documentation templates, design and the overall documentation process.• Proofread and edit documentation to ensure consistency of language, style and template standardization.• Collaborate with IT, specifically software developers (Claim Adjudication Development), technical support (Application System Administration and Infrastructure) and system testers (System Integrity Testing).• Collaborate with CAPS Business Analysts and other functional areas and subject matter experts within Navitus.

• Analyzed products and recommended enhancements based on user needs.• Collaborated with programmers to describe business solutions and requirements to maximize design efficiency.• Demonstrated leadership skills while serving as Business Analyst. • Executed test plans for desktop and web-based applications.• Subject Matter Expert (SME) for state income tax processing systems. • Created government proposals for state income tax processing systems.• Mentored Requirements and Technical Writing Analysts.• Demonstrated ability to work with people at all levels within the organization.• Assisted co-workers with resolving Microsoft Word and Excel usability issues. Highly recognized as a resource for proofreading, word processing, and spreadsheets.

• Developed and maintained user interface technical specifications for desktop and web applications.• Gathered requirements and defined technical specifications by working with developers, quality assurance analysts, compliance, and management.• Designed graphical user interfaces based on business requirements.• Created and maintained user documentation, including user manuals, help files, release notes, and installation instructions.• Met with team members to resolve technical issues to ensure release of quality products.• Monitored timelines ensuring deliverable deadlines are met.• Provided training on new features or enhancements, and provide support to end-users. • Mentored new employees.

• Worked with support teams to resolve escalated problems. • Handled supervisor calls from customers with complaints or problems.• Monitored teams to ensure adequate phone coverage during peak call volumes.• Consulted with second level technical support on escalated problems.

• Provided solutions to customers calling for assistance with third party electronic filing and refund anticipation loans.• Submitted issues to second level technical support when necessary.• Followed up with customers to ensure adequate problem resolution.

• Supervised and scheduled 5 full-time and 3 part-time tellers.• Trained new employees and provided training on new procedures.• Developed procedures for transition to new computer system. Provided support to bank branches during transition period.• Balanced vault, teller’s cash, and Federal Tax Deposit accounts daily.

• Opened new deposit accounts and maintained account information, processed non-sufficient fund items and non-posted transactions, balanced and maintained ATM machine.• Attended Wisconsin Life Insurance and Insurance Laws and Ethics classes in preparation for Life Insurance license.

• Processed customer transactions and researched problems with personal and business accounts.• Completed all three levels of Customer Service Career Path with an A average.• Consistently maintained an above average number of transactions with minimal variances.

• Supervised movement of product from receiving to sales floor.• Communicated tasks to part-time sales clerks.• Completed price changes and paperwork daily.