Drive projects from initiation through delivery and monitor and resolve post-delivery issues.* Evaluate and redesign docs for a product cluster with significant inherited challenges.* Take on a net-new product and architect a complete documentation set from scratch.* Take on the in-product user assistance challenges as part of the development process, overcome significant obstacles in developer repos to update user-facing strings in the UI.Act independently to determine methods and procedures on new or special assignments.* Serve as the doc team lead for a value stream within the Splunk’s Observability portfolio leading the writers working across both the Observability Cloud solutions and hybrid IT Ops solutions.* Fulfill responsibilities as the lead for the value stream: * Represent documentation function in the value stream core meeting. * Provide progress reporting for value stream to stakeholders. * Lead PI planning across the value stream. * Coordinate with other leads to ensure alignment across the Observability portfolio. * Serve as a peer mentor to other members of the value stream.Having broad expertise and deep specific knowledge, use skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways.* Level up the team’s ability to use data in decision making, using an extensive background in statistics and survey design to improve the internal NPS survey run annually for the Observability documentation. Code the resulting data and synthesize the information for the team and stakeholders. Give the team confidence that we are prioritizing the work that will deliver the most customer value. * Bring the same statistics experience to other metrics sources, particularly documentation feedback and team engagement with it. Using a passion for feedback combined with data impartiality, have transformed the team’s relationship with the feedback process.

This meetup is part of a family of Write the Docs meetups and conferences focused on documentation systems, tech writing theory, and information delivery. We are people who are passionate about content design, content strategy, interface copy, documentation, blog posts, information architecture, editing, user research, usability testing and more! We consider everyone who cares about communication and documentation and their users to be a member of our community. This can be programmers, tech writers, customer support, marketers, and anyone else who wants people to have great experiences with software.

• Increased monthly, year-over-year user engagement by 23% by identifying and filling content gaps and improving existing content. • Increased monthly, year-over-year user engagement by another 33% by conducting an information architecture reorganization.• Prioritized internal and external feedback to identify documentation improvement opportunities. Took action on and responded to 93% of feedback within 2 days.• Drove team initiatives including the transition to a new content management system and the completion of a writing style guide.• Collaborated with the product and user experience organizations to write all copy for the user interface of a new product that has garnered high usability scores from beta testers. • Digested and distilled reference documentation for a beta API into an accessible introductory overview in support of the goal to get customers to take up a new product.

• Create high-quality help documentation and maintain a welcoming community which reduces support, encourages self-help, and delights users.• Designed and built new OpenAPI-based API from ground up using a Docs-first approach which reduced time to market, incorporated customer feedback, and ensured a complete product.• Collaborate with the dev team to provide feedback on new features before launch contributing to our reputation for ease of use.• Act as an SME for the product and how customers experience and use the software to ensure new features address the problems customers wish to solve.• Administer the Voice-of-Customer program and related research.

• Wrote online help documentation.• Communicated software changes to customers with the purpose of engaging customers and increasing the value of the product.• Documented and prioritized software bugs and feature requests and otherwise advocated for customers.

• Acted as a coordinator of the methodological redesign of a nationally-representative, longitudinal panel survey. The resulting survey transitioned from quarterly to annual data collection saving respondent time and taxpayer money without compromising accuracy.• Communicated and oversaw redesign priorities and objectives that resulted in a smooth and successful interdivisional implementation.• Managed, evaluated, and analyzed resulting data that ensured the redesign did not compromise accuracy.• Presented redesign changes and data results in multiple contexts internal and external.

• Assisted with research and survey designs• Made and maintained institutional connections to gain access to state prisons• Persuaded prison inmates to respond to a survey and conducted interviews • Prepared and analyzed data; collected and coded official criminal history data; prepared sample and population comparisons; obtained geographic codes for GIS systems