Technical Writer
Job description
About Us
At RELI Group, our work is grounded in purpose. We partner with government agencies to solve complex challenges, improve public health, strengthen national security, and make government services more effective and efficient. Our team of over 500 professionals brings deep expertise and a shared commitment to delivering meaningful outcomes. Behind every solution is a group of experts who care deeply about impact—whether we’re supporting data-driven decisions, modernizing systems or safeguarding critical programs.
RELI is seeking a Technical Writer to support the Transportation Security Administration (TSA) Strategic Communications and Public Affairs Web & Apps team. You will turn technical and operational information into clear instructions, organize web and intranet content, and use analytics and customer feedback to help improve digital services.
This role combines writing, content organization, user experience, and analysis. You will work directly with subject-matter experts, government stakeholders, and technical staff to develop practical guidance, improve how users find information, and explain what web usage and customer feedback reveal.
What you will do
- Write and maintain standard operating procedures, step-by-step how-to guides, web development user guides, help documentation, and FAQs for internal contributors and end users.
- Conduct process walkthroughs with subject-matter experts, capture requirements, and turn workflows into clear instructions and process diagrams. Manage drafts through review, revision, and approval.
- Maintain an organized procedure library. Review content categories, titles, naming conventions, and search terms; recommend improvements to navigation and information architecture; and identify duplicate or outdated content.
- Create and maintain the TSA PreCheck signage and marketing-materials library and build an interactive toolkit to help users find those resources, in coordination with the technical team.
- Track web and application usage across SharePoint Online and TSA.gov. Analyze usage and search data from tools such as SiteImprove, Search, and Google Analytics to inform content and development decisions.
- Design, build, and deliver an analytics dashboard, coordinating data access, implementation, and validation with technical staff and stakeholders. Produce monthly analytics and user-feedback reports and quarterly web usage and search reports.
- Analyze raw customer satisfaction data each month. Categorize responses by theme and sentiment, identify recurring concerns and trends, and prepare concise summaries with actionable recommendations. Help refine surveys and feedback collection.
- Review documents, application forms, and web content for accuracy, clarity, consistency, usability, and accessibility. Test assigned Microsoft Office and PDF documents and forms against applicable Section 508 requirements using prescribed DHS methods.
- Coordinate reviewer feedback, track deadlines and dependencies, communicate status, and raise unresolved review delays. Support usability testing, asset organization, and review of communications products as project needs arise.
Skills mentioned
RELI Group, Inc. is at the forefront of technological advancement, revolutionizing how government agencies approach health, safety, and security challenges. Since its inception in 2013, RELI Group has consistently delivered innovative IT solutions and management consulting services, empowering federal, state, and local programs to better serve the American public. Through groundbreaking technology, the company specializes in critical areas such as healthcare IT, population health, cybersecurity, and data analytics. RELI Group's commitment to innovation is evident in its adoption of cutting-edge technologies like Ansible, AWS Service Catalog, Microsoft Active Directory, OpenID Connect, Hugging Face, C++, Ruby, and VMware. This robust tech stack enables the development of sophisticated systems and platforms, such as the RELI-Ability platform, which streamlines medical data evaluation and improves operational efficiency for healthcare providers. The company's focus extends to modernizing IT systems, implementing the latest technological breakthroughs, and offering expert guidance on process optimization, particularly within the healthcare sector. RELI Group's approach involves a comprehensive suite of services, including application development, end-to-end technology solutions, architecture integration, DevOps, infrastructure automation, project management, and program support. This holistic strategy ensures that public agencies are equipped with the tools and expertise needed to navigate complex transformations and enhance service delivery to citizens. RELI Group's dedication to advancing public sector capabilities is further demonstrated by its significant contributions to national security initiatives and its focus on cybersecurity. The company has made strategic leadership appointments to bolster its expertise in these domains, underscoring its commitment to securing government initiatives. By leveraging a diverse and skilled workforce of over 500 employees across more than 35 states and Puerto Rico, RELI Group fosters a culture of innovation and continuous improvement. The company actively supports major federal agencies, including the Centers for Medicare & Medicaid Services (CMS), the Centers for Disease Control and Prevention (CDC), and the Transportation Security Administration (TSA). This extensive experience has allowed RELI Group to build a strong reputation for delivering impactful solutions that address fraud, waste, and abuse, while ensuring high-quality care and improved public safety. The company's innovative spirit is not just about technology; it's about creating a tangible, positive impact on the lives of Americans by enhancing the efficiency, security, and effectiveness of government programs through pioneering technological solutions and expert consulting.
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