Job Title
Technical Writer & Requirements Engineer
Job Description
#LI-PHILIN
Your Challenge
The Technical Writer / Requirements Engineer will focus on creating and continuously improving professional services in the domain of healthcare operations. Services in this context are data-driven consultancy services, often supported by software. The services in scope are focused heavily on supporting healthcare providers to improving their operational performance.
Together with a cross-functional team the Technical Writer / Requirements Engineer develops new professional services and ensures that those services remain relevant over their life cycles. While collaborating with other disciplines, domain experts and stakeholders you work together to ensure that service delivery for Philips’ professional services is efficient and effective, and offers excellent customer experience.
As a Technical Writer / Requirements Engineer you will really have an impact. You can drive customer experience for our customer, but also our internal users. As you ensure smooth delivery of our services throughout their life cycle, you will contribute to improving people’s. Together with a cross-functional team including services designers, business analysts and marketers, you work on bringing new ideas to life.
Your responsibilities:
You create and design Services Playbooks, that exist out of workflow explanations, work instructions and visualizations in order to formally and unambiguously document the service delivery process;
You will create supporting materials for the Service Playbooks such that service delivery will be smooth, while ensuring an excellent customer experience ;
You conduct interviews and requirements-elicitation sessions with stakeholders to understand and analyze incoming enhancement requests, change requests or defects;
You ensure accurate capturing of requirements and specifications, through participating in cross-functional sessions and you verify Service Playbooks and supporting materials against the requirements;
You strive for re-use of service components as well as lower-level re-usable elements and parts;
You collect relevant information from domain experts for inclusion in the Service Playbooks, e.g. information on service delivery efforts, KPIs and metrics;
You facilitate review sessions with key stakeholders and document and implement change requests related to the written service design in the Service Playbooks and the supporting materials;
You maintain and keep good focus on version control changes through multiple iterations;
You challenge others to question traditional ways of working, overcome barriers to change and to adapt quickly to new, changing environments. You maintain a climate of trust, openness, integrity, honesty and objectivity and role models a can-do mentality.
Your Team
This role will be a part of the Services Innovation organization within Philips Services & Solutions Delivery, located in Bangalore, IN.
To succeed in this role, you should have the following skills and experience
Master degree in Business or Technical field, with at least 3 years of experience in a comparable position (e.g. computer science, business management, innovation management, human-computer-interaction);
Demonstrated experience in writing end-user documentation like instructions, playbooks or guides;
Demonstrated experience in modeling and documenting workflows or business processes in a clear, unambiguous, and intuitive way, by using e.g. Microsoft Visio or Adobe tools;
Experience in interviewing technical experts, internal and external users at various levels of formality;
Experience in facilitating information-gathering and review sessions (live workshops, 1-1 discussions, and remote sessions);
Excellent English-language technical/professional writing capabilities are a must;
Experience in verification and validation processes are considered a pre;
Preferably experience with service blueprinting methodology to model and document commercial operations and/or technical service delivery processes
Knowledge of industry standards for business process modeling and business architecture are valued;
Experience with Lean methodology, Scrum/Agile way of working are valued;
You have a passion for healthcare in, more specifically on the services domain within healthcare
Personal skills:
Excellent communication skills
Eager to learn
Living the Philips Behaviors: Eager to Win, Take Ownership, Team up to Excel and always Act with Integrity.
Ability to act in a service business environment. Having emotional intelligence, be able to listen, excellent communicator capabilities, a team player and a “leader are teachers” sharing mindset.
Passion for healthcare
