RM Technology
Technical Author
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Overview
Would you like to help enrich the lives of learners around the world?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.
Visit our website to find out more: www.rm.com/assessment
The Technical Author sits within the Product Knowledge & Enablement function of RM Assessment. This role ensures that technical documentation directly supports customer enablement, internal capability uplift, and product adoption. It is a key input to empowering product end users to use our products with knowledge and confidence.
The Technical Author creates structured, accurate, user-centred documentation primarily using MadCap Flare, and works in close partnership with the Product Enablement and Product Engineering teams to ensure user guides, help content, and knowledge base assets accurately reflect the most recent product capability and are fully aligned to training pathways, onboarding programmes, and learning outcomes.
This role also provides an important advisory function in ensuring that product knowledge is consistent everywhere it is consumed — product documentation, training, onboarding, customer education, and internal readiness. This role is pivotal in translating complex technical solutions into clear user guidance for our growing customer base, providing the link between RM's products and customers.
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
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Responsibilities
Key Responsibilities
Technical Authoring & Documentation Ownership
- Technical documentation creation; Own the end-to-end development of user guides and knowledge base articles.
- MadCap Flare expertise; Build and maintain multi-output documentation sets using Flare (HTML5, PDF, knowledge base content).
- Content architecture; Design reusable content models, templates, and structured topic-based documentation.
- Single source publishing; Maintain scalable, modular documentation that supports multiple audiences and outputs.
- Release aligned updates; Manage documentation updates in line with product releases and roadmap changes.
Product Knowledge & Enablement Alignment
- User empowerment; Create user guides that actively build user confidence, enabling customers and internal teams to understand, navigate, and use the RM products successfully. Design content that reduces usability friction, anticipates user questions, and supports self-service learning.
- Enablement partnership; Work collaboratively within the Product Knowledge & Enablement team to ensure user guides directly support internal and external RM Assessment training and adoption programmes.
- Knowledge consistency; Ensure the user guides are the single source of truth for product capability and usability for RM Assessment.
- Training readiness; Provide product documentation updates and insights that enable trainers to deliver accurate, up to date sessions.
Cross Functional Collaboration
- SME engagement; Work with Product, Engineering, QA, Solutions, and Support during the Software Development and Customer Service Lifecycles, to gather and validate information.
- Product development support; Provide insights and guidance within the Software Development Lifecycle where product engineering development of features is inconsistent with existing user guides.
- Knowledge gap identification; Surface gaps in product understanding and collaborate with Enablement to address them.
- Customer centric content; Translate complex technical concepts into clear, accessible guidance for varied user personas.
- Knowledge management; Work with teams across the business to ensure documentation is easy to find and visible to the right user roles.
Quality, Governance, & Continuous Improvement
- Documentation quality assurance; Lead peer reviews and audits, utilising our in-house style guide to ensure technical, grammatical, and typographical accuracy of the documentation.
- Knowledge base governance; Maintain structure, tagging, and lifecycle of IT Service Management and Support content derived from Product User Guides.
- Enablement feedback loops; Use training insights to refine documentation and improve clarity.
- Process improvement; Enhance documentation workflows, tooling, and content discoverability.
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Experience
Essential Skills & Experience
- Advanced MadCap Flare capability, including stylesheets, conditions, snippets, variables, and multi-channel publishing.
- Strong technical writing and editorial judgement.
- Experience producing structured, modular documentation for SaaS or complex digital products.
- Understanding of information architecture, topic-based authoring, and single source publishing.
- Ability to collaborate with SMEs across Engineering, Product, Support, Solutions, and Enablement.
- Experience with source control (Git, Azure DevOps) and documentation workflows.
Team working
- Strong collaborative and communication skills. Takes initiative to think about how to improve guides and documentation for staff and customers. Able to work independently and embrace a team spirit.
Advantageous
- UX writing, content design, learning experience design, or training content alignment.
What’s in it for you?
At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.
Unfortunately, we are unable to offer visa sponsorship for this role.
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