Customer Document Writer (m/f/d)

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What is ICE?

ICE is the result of a big vision for the music industry. We sit at the exciting junction between technology, data, and digital music consumption, addressing many of the industry’s biggest challenges.

We are purpose-driven in our mission to enable accurate, transparent & fair compensation for songwriters and publishers on an international basis. We achieve this through our music licensing, processing, and copyright services. Our team negotiates deals with digital music services such as YouTube, Facebook, TikTok and many other services who rely on & benefit from music in their services.

Based in the UK, Germany, and Sweden, with a multi-national team of 250+ committed colleagues working together each day to benefit rightsholders, this work has seen us distribute more than €2.3bn in digital royalties to our customers since 2016.

To work at ICE is to be part of modern working environments and practices. We are guided internally by our values of Excellence, Creativity and Respect and are committed to Diversity & Inclusion.

About ICE Technology

ICE is transforming its technology platform by adopting cloud and distributed computing, leveraging the best, currently available cloud platform (AWS), the most popular language stack/runtime (JVM, with Scala and Java) and a range of modern, scalable, and resilient technologies (GRPC/HTTP, Apache Kafka, AWS Aurora/RedShift, AWS S3, Docker/ECS/EKS).
The organisation is also embracing agile methodologies, with quick delivery cycles and close collaboration between different functions, using a multi-functional delivery team that are self-organising, largely autonomous and responsible for the entire delivery cycle: from design to operations.

You are responsible for:

  • Translates technical solutions/processes into customer friendly and easily consumable content that allows them to bridge the gap between functionality as it was previously, to how it is intended to operate.
  • Works with customers to develop a bespoke framework of content, carefully articulating what the customer requires
  • Develops a logical reusable template for all customer facing documentation to follow.
  • Collaborates with subject matter experts, developers, product designers, technical architects, and engineers across the various teams to cleanse the required information judiciously.
  • Works with training leads to ensure synchronicity and alignment of materials/content production adhering to artefact controls

    About the Role

    The Customer Document Writer sits within the Marketing team and interfaces closely with the Product Team & wider project team to create and deliver clear & concise documentation to Customers, articulating how the system works. They will be focused on detailing what customers can expect to be changed in the system and what will remain the same.
    This is an exciting opportunity for an excellent communicator, with strong copy writing skills to make a real difference. Your work will directly support customer adoption of new technology and help ensure they unlock the full capabilities of our cutting-edge development work.

Minimum Requirements:

  • Must possess excellent communication skills, particularly in writing and is comfortable collaborating across multiple teams
  • Is able to describe complex processes in clear language for consumers of the product, who may not have technical expertise (in particular for new features/capabilities, processes etc)
  • Ideally has technical background or similar experience with technology companies (Cloud, data submissions, B2C etc)
  • A deep understanding of structuring or classifying original materials from experts and product developers alongside research information from other sources, as this is vital for the logical flow of the end formatting of material.
  • Experience working in delivery focused roles
  • Strong communication, and presentation skills 
  • Excellent interpersonal skills (written and verbal)
  • Fully fluent in English 
  • Change management experience beneficial

We offer You:

  • Competitive salary
  • Diverse work environment influenced by our Swedish, British and German origins
  • Hybrid Work 
  • German and English Classes
  • Training, certifications and workshops
  • Team Socials
  • Flexible working times, Monday to Friday
  • Firmwide summer and winter socials
  • bAV 20%
  • Free drinks (e.g. coffee, tea)
  • Free fruit on a regular basis
  • BVG Ticket (AB)

Application Requirements:

In order for us to consider your application, we ask you to submit the following:
  • Your current CV
If your experience and capabilities match our required qualifications outlined above, we are very much looking forward to your application (only online). Please include your earliest available starting date.