Remote Business & Technical Documentation Analyst- Remote, Canada

Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024! Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform. At its heart, the Smile platform enables people and organizations to better manage healthcare data. We help generate and liberate structured healthcare data to ensure effective delivery across care teams and health systems bringing #BetterGlobalHealth to patients everyday!
Apply today and find plenty of reasons to SMILE!
The BSA Technical Writer will support internal and client-facing projects, with a primary focus on producing and maintaining high-quality product documentation such as implementation guides, runbooks, and user manuals. This role acts as a bridge between business needs, technical execution, and knowledge management by translating complex healthcare and FHIR-related functionality into accessible, easy-to-follow documentation. The BSA Technical Writer will work closely with solution architects, developers, and technical product managers to gather insights, define processes, and communicate product capabilities through written content that empowers Smile’s users and enhances implementation success.

Responsibilities:

• Develop and maintain in-depth understanding of Smile Digital Health’s product capabilities and how they integrate with client environments.
• Translate high-level business needs into detailed technical requirements.
• Collaborate with solution architects, developers, and QA to ensure solution requirements are properly documented.
• Maintain high-quality documentation throughout the project lifecycle.
• Create and manage client support documentation, internal knowledge libraries, and transition materials
• Collaborate cross-functionally with UX, Sales, Implementation, and Support teams.
• Lead and record outcomes of knowledge exchange meetings; ensure relevant updates are reflected in documentation.
• Own and resolve documentation-related tickets and drive documentation update cycles.
• Track and report on quarterly documentation metrics.
• Maintain and manage a client FAQ repository and ensure compliance with privacy and security standards.
• Accountable for ensuring that all working hours are accurately reported in Netsuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in Netsuite is properly and fully utilized.
• Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability.
• Research and document key business processes with relevant organizations
• Facilitate meetings with technical and product experts to produce templates and ensure clarity in documentation requirements

Requirements:

• 5+ years of experience in business/systems analysis and technical writing.
• Bachelor’s degree in Computer Science, Information Systems, Library and Information Science, English, or a related field.
• Proven experience in strong ability to translate complex technical concepts into digestible content for diverse audiences.
• Familiarity with system integration, EMRs, HL7, REST APIs, FHIR, DBMS, and application development.
• Familiarity with version control for managing documentation and code examples.
• Experience in healthcare or health tech ecosystems is a strong asset.
• Proven ability to work independently and collaboratively across departments.
• Excellent analytical, verbal/written communication, and organizational skills.
• Experience with Agile, Scrum, and/or Waterfall methodologies.
• A natural problem-solver with a passion for clarity, precision, and helping others succeed through accessible information.
• Experience with FHIR versions and profiles.
• Experience with Darwin Information Typing Architecture (DITA) as a nice-to-have

Some of the benefits we offer:* Remote Work Environment* Flexible Time Away From Work Policy including PTO, Personal and Sick Days* Competitive Salary and Health/Medical Benefits* RRSP/TFSA/401K Employee Contribution* Life and Disability* Employee Assistance Program* FHIR Study Program and Skillsoft Learning* Super HAPI Fun Club
Smile's core values include respect, inclusion, embracing our differences, and celebrating shared values because our people are the foundation of our success. We are big on creating a sense of belonging and empowering each other to bring our authentic selves to work. We are dedicated to fostering a workplace that values diversity, equity, and inclusion. We welcome and encourage candidates of all backgrounds to apply. Candidates are encouraged to inform us if they wish to discuss or require accommodations during interviews or while working at Smile.