Tier 1 Content Developer

Esri Malaysia is a multi‐national organization specializing in enterprise software solution for large public sector customers, GLC and corporates in Malaysia. We expanded our business to Malaysia in 1983 and have since developed a loyal customer base leveraging on strong brand recognition, globally proven solution and industry expertise in Malaysia, South Asia and USA.

We have largest market share and business growth is promising. Existing pool of resources can provide high quality consultancy services, project implementation and comprehensive customer support and now employs over 200 people in Malaysia.

As we continue to evolve and grow our business, we are looking for new ways to work more efficiently and more effectively. That’s where you come in

**Please note this is a 24-month contract employment.**

**You must hold Malaysian citizenship to be considered.**

**About the Role**

Tier 1 Content Developers are to develop technical article content for all supported Esri products’ areas of technology as well as core functionality. The key deliverables of a Tier 1 Content Developer are to create knowledge base articles and serve as a resource through effective knowledge transfer, and to copy edit Defects in accordance with industry standards. Additional deliverables can be and are not limited to the active participation or assistance of ad-hoc tasks and projects related to content development.
- Knowledge Base_
- Research and develop technical articles of varying complexity for Esri products (including multiple platforms and operating systems), in accordance and compliance with industry and organizational standards.
- Perform routine Knowledge Base management and maintenance (supported product life cycle and legacy) to ensure relevancy and accuracy. This includes:

- Review, and revise/update existing Knowledge Base technical articles to ensure applicability in supporting new software and version releases. This is a timebound, periodic activity that is coordinated with any new releases.
- Adding service packs, hot-fixes, patches, or version update links to technical articles related to bugs that have been addressed.
- Revise and perform structural remediation for legacy technical articles to maintain and ensure compliance for Search Engine Optimization (SEO).
- Identifying legacy content for retired products which require archiving per the defined processes.
- Review Defects related technical articles and references when addressed in various service packs and cross-link them with relevant technical articles, downloads, official online resource pages, and other online resources.
- Create index articles to collate and consolidate existing technical articles of similar content types, topics, or online resources. This includes updating and adding cross-references to provide users with up-to-date information collated from various official and authoritative sources (official online resource pages, ArcGIS Ideas, white papers, the GIS Dictionary, etc.)
- Review technical article feedback based on user feedback, new incidents, and ArcGIS Ideas, and initiate document remediation in consultation with the ESS - OSR Documentation team in Redlands.
- Develop instructive and educational videos based on existing technical articles.
- Additional Tasks_
- Routine copy editing of logged Defects in accordance with industry and organization standards.
- Lead, manage, or active participation in ad-hoc projects involving organizational content development and maintenance. This can include writing/editing blogs, newsletters, reports, user conferences, and content development tools/product testing.
- Perform routine self-training via the organizational training portal.
- Diligently record all relevant activity in organizational trackers as required.

**About You**

We are seeking a proactive and reliable technical support professional, adept at handling technical requests and support, and capable of effectively interacting with customers.

To be successful in this role, you will need:

- Bachelors in Computer Science/Information Technology, Geographical Science, Geology/Geophysics, Journalism, Linguistics/Languages or equivalent.
- Proficient written and verbal communication abilities with a strong grasp of the English language including grammar, punctuation, and consistency is **Compulsory.**:

- Willingness to understand a broad range of software and how this software works together to form the Esri ArcGIS platform.
- Ability to patiently communicate technical information clearly and concisely.
- Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment.
- Strong prioritization skills including managing time and workload efficiently.
- Attitude and behaviour align with Esri Malaysia’s core values.

**Why Esri Malaysia?**

At Esri Malaysia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, yo