Business Analyst / Sr. Technical Writer / People Manager

Marissa Shaffer-Ward

Raleigh, NC / Atlanta, GA 470-***-**** *******.*******@*****.*** LinkedIn: https://www.linkedin.com/in/marissashaffer

Professional Summary

Experienced Senior Technical Writer and Business Analyst with a proven ability to design, author, and optimize user-focused documentation across various industries, including software, healthcare, finance, and manufacturing. Skilled in creating structured, accessible content to enhance user experience, from user guides to API documentation. Adept at collaborating within Agile environments, utilizing DITA/XML, and supporting technical projects from ideation through release. Strong background in coordinating cross-functional teams to deliver high-quality content that meets strategic objectives.

Professional Experience

Hermanas Italian Ice, LLC

People and Community Relations Officer / Sales Representative December 2020 – Present

Douglasville, GA

● Lead in strategic and operational functions focusing on business growth, team development, and community engagement:

Organize daily operations of a retail store, with additional operations in distribution center, food truck services, and event catering teams. Develop adaptable operational strategies for diverse markets, achieving sales targets and optimizing processes to handle fluctuating demands from local and Fortune 500 clients.

Design and implement comprehensive recruitment, onboarding, and training programs.

Manage annual operating budgets exceeding $125K, ensuring fiscal responsibility while leading capital projects and large-scale initiatives. Navigate challenges related to governance and team dynamics, advocating for structured decision-making processes and transparent communication to align the business for scalable growth

● Conduct business process analyses to improve workflow efficiency and develop new operational strategies to align with business objectives.

● Implement data tracking systems in Salesforce for client management, utilizing metrics to support strategic decision-making and improve client engagement. Collaborated across teams to refine project deliverables, providing documentation and reporting that supported data-driven decisions and goal alignment. ServiceNow

Senior Technical Writer / Portfolio and Project Manager February 2018 – October 2023

Atlanta, GA & Netherlands

● Authored and managed documentation for cloud computing products, including user guides, release notes, UI content, and accessibility testing documentation, ensuring content aligned with user needs.

● Developed a content strategy for high-traffic documentation, including tracking metrics on user engagement to continuously improve information accessibility and relevance.

● Coordinated with cross-functional teams, including product development, UX, and customer support, to create DITA/XML-based content within Agile sprints, supporting both end users and system administrators.

● Key Achievements:

Led the creation of a top customer-viewed documentation set, resulting in improved user engagement with ServiceNow products.

Optimized the team’s reporting system, providing transparency across strategic project initiatives and aligning documentation efforts with company objectives. Georgia-Pacific

Procurement Contracts Writer & Analyst

August 2014 – October 2017

Atlanta, GA

● Wrote and managed documentation for high-value procurement contracts, including master agreements and purchasing processes, ensuring contract compliance and accuracy.

● Maintained the Ariba contract database and standardized documentation to facilitate efficient contract lifecycle management.

● Key Achievements:

Streamlined documentation workflows, reducing processing time by 15% and aligning contract management with company objectives.

Rockwell Automation

Information Developer (Technical Writer III)

March 2013 – January 2014

Milwaukee, WI

● Collaborated with global engineering teams in an Agile environment to document industrial automation control products, including safety relay controller software and configuration tools.

● Developed templates, standards, and user guides to support new product releases, contributing to knowledge bases and maintaining content consistency across multiple releases.

● Key Contributions:

Conducted testing on software interfaces, providing feedback for usability improvements and contributing to a user-centered design approach. Contract Technical Writer

Various Clients

January 2008 – October 2014

Phoenix, AZ

● Delivered technical documentation services to clients across sectors, including biopharmaceutics, finance, automation, and software. Created comprehensive user manuals, training materials, compliance documents, and online help systems.

● Specialized in adapting content to meet diverse audience needs, maintaining brand voice consistency, and aligning documentation with regulatory and client standards.

● Industries Covered: Healthcare Analytics, Legal, Manufacturing, Finance, Media, Software Development.

Education

● Master of Arts in International Affairs and Diplomacy United Nations Institute for Training and Research, 2023

● Master of Science in Technology, Global Technology, and Development Arizona State University

● Bachelor of Science in Business, Multimedia Writing and Technical Communication

Arizona State University

Certifications

● Certified ScrumMaster (CSM), Scrum Alliance (2019 – 2021)

● Project Portfolio Management (PPM) Fundamentals, ServiceNow Technical Skills

● Tools & Software: DITA/XML, FrameMaker, RoboHelp, AuthorIt, MS Office Suite, SharePoint, Oracle WebCenter

● Documentation Types: User Guides, API Documentation, System Requirements, SOPs, Process Maps, Release Notes

● Content Development: Agile/Scrum Methodology, Content Strategy, Information Architecture, User-Centered Design

● Research & Analysis: Requirements Gathering, Data Analysis, Usability Testing, Stakeholder Interviews

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