Business & Technical Documentation Analyst- Remote, Canada

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