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Content Developer (Customer and Cloud Operations)

  • Department Customer and Cloud Operations
  • Location Canada - Toronto
We’re looking for a skilled, critically thinking content developer to develop technical training materials for the support and maintenance of industry-leading enterprise software. We want someone passionate about training. Someone with extreme curiosity and a zest for learning. Someone who masterfully explains complex concepts. 
 
Can you imagine yourself in the minds of students and instructors? Can you design a lab to reinforce key points? Do you know what it takes to make the lightbulb go on? Are you comfortable learning the product on your own, but smart enough to know when to ask for help? Can you develop strong relationships with subject matter experts?


About Content Development
 
Guidewire sells web-based enterprise software products to property and casualty (P&C) insurance companies. Each application has a unique role in an insurance company: policy administration, billing, claims, contact management, digital experience, etc. Our customers require highly configurable applications, and our applications require specialized knowledge for success. That’s where training comes in.
 
Guidewire’s Customer and Cloud Operations (CCO) organization operates and maintains Guidewire Cloud products and provides 24x7 technical support to Guidewire’s enterprise customers. The content development team designs, develops, and maintains courses, hands-on exercises, and exams to teach our employees, and potentially customers, how to troubleshoot and support our applications. To build effective training content, you must deeply understand the organization’s goals and needs. This requires high levels of technical and business analysis skills. 
 
Content development is different here. You work closely with experts in cloud operations, technical support, and delivery services. Customer and Cloud Operations teams know that your input makes the customer experience better. You and instructors collaborate to ensure materials result in effective learning. Our other teams help you because they know how much you help them.

Required skills:

  • 5+ years’ experience in curriculum development and/or instructional design with a motivation to develop and deliver engaging hands-on training
  • Experience with complex enterprise application software
  • Relational databases
  • Object-oriented programming
  • XML-based software configuration
  • Modern software IDEs, including basic debugging tools
  • Virtualization technologies

Desirable skills:

  • Experience in technical support or cloud operations
  • Java and JVM-level resources (threads, memory, garbage collection)
  • Enterprise application servers
  • Database queries (SQL, indexing, query plans)
  • Amazon AWS
  • Diagnostic and monitoring tools for application/JVM/OS/database
  • Integration technologies such as REST and JSON-RPC
  • JavaScript, CSS, and HTML
  • Working knowledge of Salesforce or other CRM product
  • Working knowledge of Jira or other ticketing systems

Strong candidates also have the following:

  • Experience designing, developing, implementing, and maintaining technical training for enterprise software
  • Mastery of tools, principles, and best practices for developing technical training course materials
  • Ability to develop engaging, graphic-based content that goes beyond simple bullet-point lists
  • Experience with Articulate 360, Camtasia, Ancile uPerform or similar e-learning development tools
  • Experience developing for a blend of modalities, including instructor-led, self-paced e-learning, and/or distance learning
  • Experience building effective exam questions using certification best practices
  • High technical aptitude and ability to quickly grasp technical concepts and distill technical information quickly and effectively
  • Strong oral and verbal communication skills
  • Strong attention to detail
  • Experience owning course development project activities from beginning to end
  • Willingness to give and get constructive feedback
  • A flexible, enthusiastic, collaborative work style
  • A high level of curiosity and interest in technical learning

In this role, you perform the following tasks:

  • Gather and analyze learning requirements
  • Design, develop, evaluate, and maintain courseware and class exercise environments 
  • Contribute to improve team processes and standards
  • Learn the function, tasks, and tools of multiple teams and roles within CCO
  • Build modular materials that can be combined into courses targeting different learning audiences
  • Prepare tools, presentations, examples, evaluations, exams, labs, and simulations to teach product functionality and troubleshooting techniques that enable technical competency
  • Build and maintain good working relationships with various teams
  • Test-run your materials by presenting to up to 20 learners, particularly early versions of the course that may not be fully complete

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.


Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. More than 400 insurers, including the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 
Talent rewards

The perks. The rewards. The good stuff.

We’re proud to shout about our awesome benefits packages. Holistic wellness is a big deal for us. We offer everything you need to support your work and, most importantly, your work-life balance. We’re committed to helping you be the best version of yourself. Inside and outside of work.

FINANCIAL

FINANCIAL

Receive market-competitive pay and incentive programs—because you deserve it! To help future-proof your income, we offer generous support through retirement savings plans.

HEALTH AND WELLNESS

HEALTH AND WELLNESS

Keep your physical and emotional health in tip-top shape with health insurance for you and your family, an employee assistance program, annual wellness reimbursement, and access to wellness resources.

FLEXIBLE WORKING

FLEXIBLE WORKING

Work in an environment where you’ll have the freedom and trust to make an impact, with time for your life outside of work.

DOWNTIME

DOWNTIME

Relax and kick back through our generous paid time-off programs. Make a difference in your community with three volunteer days each year. Take your own personal day of rest with My Day. We also offer 16 weeks of paid leave for all new parents.

CONTINUAL DEVELOPMENT

CONTINUAL DEVELOPMENT

We encourage self-directed learning, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.

CAREER MOBILITY

CAREER MOBILITY

Your career opportunities are only limited by your own imagination. Guidewire’s community is filled with chances to expand your horizons across any of our teams or worldwide‌‌‌‌‌‌‌ locations.