Jenn Edwards

Senior technical training and knowledge professional with extensive experience translating complex enterprise platforms into clear, scalable training, documentation, and user guidance. Combines instructional design, technical communication, content strategy, and product knowledge with deep experience partnering with engineering, product teams, SMEs, and global stakeholders. Currently leads documentation and knowledge design for PSI Item Banking Platform, with expertise spanning assessment technology, SaaS, cloud platforms, and regulated environments.

Senior Technical Writer | Knowledge Architect - PSI - UK

(2026-02)

• Lead documentation and knowledge design for the PSI Item Banking Platform, creating clear, task-focused guidance for complex assessment, item banking, authoring, and administration workflows.
• Partner with Product, Development, Application Support, and assessment SMEs to capture specialist knowledge, resolve ambiguities, and translate complex functionality into practical guidance for customers and internal teams.
• Develop help content, process documentation, and workflows to support consistent platform use.
• Identify documentation, usability, terminology, and process gaps, contributing to continuous improvement of customer support and the product experience.
• Establish information architecture, terminology, content standards, and reusable publishing practices in Aha! Knowledge, improving consistency, findability, and scalability.
• Develop AI-assisted workflows that accelerate source analysis, knowledge capture, SME review, and production of accurate, reusable product content.

Senior Instructional Designer | Lead Technical Editor - Salesforce - UK

(2020-10 - 2025-11)

• Designed technical learning paths, multimedia content, and hands-on challenges for developer, administrator, and business-user audiences across industry cloud solutions.
• Turned complex product concepts, data models, and configuration steps into clear training modules.
• Mentored and enabled writers and instructional designers, providing editorial and instructional leadership across large-scale learning initiatives.
• Built reusable templates, assessments, and instructional frameworks adopted across global teams.
• Partnered with engineers, product managers, and content strategists to create scalable, accurate training aligned with release cycles.
• Introduced AI-supported workflows to streamline training updates and improve accuracy.

Senior Curriculum Designer - Vlocity (acquired by Salesforce) - UK

(2017-12 - 2020-10)

• Developed eLearning courses, simulations, videos, and ILT materials for enterprise cloud applications.
• Built instructional assets spanning animation, screen-based walkthroughs, and hands-on practice.
• Worked with SMEs to transform domain-heavy industry logic into effective learning experiences.
• Led the migration of training content to Salesforce Trailhead and Partner Learning Camp platforms, aligning structure and standards.
• Improved instructional processes, templates, and modular learning architecture.

Lead Technical Writer - Sigma Systems - Cwmbran, UK

(2011-05 - 2017-11)

• Managed a team of technical writers, allocating work, reviewing deliverables, coaching colleagues, managing documentation schedules, coordinating releases, and establishing team processes.
• Led the development of comprehensive technical documentation, including advanced developer, implementation, and system-integration guides.
• Managed the product terminology base and ensured the accuracy of UI labels and instructional text.
• Developed content standards, templates, and review processes for global teams.

Senior Technical Writer, Process & Compliance - Horizon Nuclear Power - Gloucester, UK

(2010-03 - 2011-01)

• Created policies, procedures, and compliance documentation for regulated nuclear operations, with input to the broader information architecture.
• Worked within controlled-document workflows and adhered to ISO/BSI standards, ensuring accuracy, traceability, and version control across critical content and review channels.
• Partnered with project managers and regulatory owners to establish review procedures, documentation standards, and compliant content structures.

Senior Technical Writer, Research Support - Microsoft Research - Redmond, WA, USA

(2008-10 - 2009-06)

• Curated digital content portals for distributed research and engineering teams, supporting the publication of fast-moving, data-driven scientific work.
• Maintained structured documentation libraries, versioning, and the organisation of digital assets to ensure accuracy and traceability across research outputs.

MA - Technical Communication - Sheffield Hallam University

Certificate - Technical & Professional Writing - California State University, Long Beach

BA - English - California State University, Long Beach

BA - Psychology - California State University, Long Beach