Technical Writer

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and search terms; recommend improvements to navigation and information architecture; and identify duplicate or outdated content.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.