Andrew Buse

Technical Writer & Content Specialist with 6+ years of experience creating customer-facing documentation that improves product adoption, onboarding success, and support efficiency. Skilled at translating complex technical, product, operational, and regulatory requirements into scalable content, including knowledge bases, training materials, and self-service resources. Proven ability to partner cross-functionally with product, engineering, support, and business teams to deliver launch-ready documentation, drive product growth, and continuously improve the customer experience.

Senior Analyst, Technical Writing / Lead Senior Technical Writer - Medtronic - Minneapolis, MN

(2025-01 - 2026-05)

• Led the development, revision, and maintenance of technical specifications, product support documentation, knowledge articles, troubleshooting resources, release-support materials, and controlled documentation
• Partnered with engineers, product stakeholders, and cross-functional contributors to translate complex requirements into accurate, accessible documentation aligned with product needs and user expectations
• Structured complex technical information into clear documentation, tables, figures, and visual resources to improve understanding and support verification and validation activities
• Maintained accurate validation, cybersecurity, controlled process, and release documentation as products, software systems, and technical requirements evolved
• Improved documentation workflows by identifying inefficiencies, implementing process advancements, and strengthening content quality practices, improving the customer onboarding experience and streamlining future product updates
• Contributed to launch readiness by supporting documentation planning, prioritization, and release deliverables aligned with product timelines
• Managed multiple documentation projects simultaneously, coordinating timelines, reviews, stakeholder feedback, and evolving priorities
• Identified documentation gaps, recurring content needs, and process improvement opportunities to strengthen self-service resources and improve content scalability
• Created onboarding documentation and an interactive multimedia website that improved stakeholder understanding of onboarding requirements, available services, prerequisites, expectations, and next steps
• Developed a stakeholder-facing documentation strategy that addressed knowledge gaps, clarified engagement processes, improved onboarding experiences, increased information accessibility, and reduced process ambiguity
• Created feature release communications with clear value propositions and actionable guidance, helping users understand new capabilities and supporting increased product adoption

Technical Writer / Editor - ICF - Minneapolis, MN

(2024-06 - 2024-12)

• Created, edited, and presented customer-facing technical content, including user guides, SOPs, training resources, FAQs, troubleshooting documentation, and support materials for diverse audiences
• Translated complex workflows, technical requirements, and source information into structured documentation, diagrams, tables, and visual resources that improved user comprehension
• Collaborated with developers, engineers, product teams, support teams, marketing stakeholders, and clients to gather requirements and deliver accurate, user-focused documentation
• Created and maintained knowledge base articles, onboarding resources, FAQs, and self-service support materials designed to improve information accessibility and accelerate issue resolution
• Leveraged JIRA to track documentation deliverables, timelines, and project progress
• My team's work received two 2024 W3 Awards (Gold and Silver), recognizing documentation that effectively enabled user action, provided support resources, and improved accessibility of information
• Cross-functionally trained as an editor to support editorial workload, improve review capacity, and accelerate project delivery

Technical Writer - ICF - Minneapolis, MN

(2023-12 - 2024-06)

Technical Writer / Technical Content Specialist - Health Gorilla - Mountain View, CA

(2022-04 - 2023-08)

• Developed and maintained customer-facing product documentation, including user workflows, onboarding materials, and support resources, to improve usability and reduce friction for customers
• Translated complex technical and regulatory requirements into clear, structured documentation, including SOPs, policies, and process guides, enabling cross-functional alignment and contributing to successful federal approval (i.e., QHIN designation), which supported significant market expansion and company growth
• Partnered closely with product, engineering, and compliance teams to ensure documentation accuracy, completeness, and alignment with evolving system functionality and regulatory requirements
• Organized and standardized documentation systems and content structure, improving content discoverability and scalability for internal teams and external stakeholders
• Proactively identified documentation gaps and unclear processes, creating new resources that reduced reliance on outdated materials, strengthening the customer product experience
• Designed and implemented three product approval process tools that transitioned approvals from a fully manual workflow to an automated process using process management software, standardizing customer-facing workflows, improving implementation readiness, and supporting launch preparedness
• Developed, recorded, presented, and facilitated training for the new product approval processes, giving sales and implementation teams a documented, repeatable workflow with customer and leadership visibility through dashboard reporting

Technical Writer / Documentation Specialist - Medica - Minnetonka, MN

(2021-10 - 2022-04)

• Created and maintained technical and operational documentation, including SOPs, job aids, and process guides to support internal teams and ensure consistent execution of workflows
• Translated complex business and system processes into clear, user-friendly documentation, improving comprehension and reducing onboarding time for new customers and team members
• Collaborated with subject matter experts and cross-functional stakeholders to gather requirements and ensure accuracy of documentation across systems and processes
• Improved documentation structure and organization, making content easier to navigate and access for internal users
• Identified opportunities to streamline and standardize documentation practices, contributing to more efficient knowledge sharing and reduced process ambiguity

Issue Resolution Analyst - Medica - Minnetonka, MN

(2019-03 - 2021-10)

• Acted as a primary point of contact for technical writing, customer support content, issue-resolution documentation, and operational documentation needs, ensuring materials met healthcare compliance, health plan, and internal process requirements
• Collaborated with technical staff and support teams to identify recurring support issues, improve issue-resolution content, and optimize knowledge-sharing and self-service resources
• Worked with technical and operational teams to enhance document usability, streamline instructional content, close training and support knowledge gaps, and improve the overall customer and internal user experience
• Conducted regular documentation quality reviews and audits to confirm accuracy, consistency, readability, and alignment with company and regulatory standards
• Utilized Microsoft Office Suite, Adobe Acrobat Pro, and other tools to create standardized, visually appealing documents

Technical Writer (on-assignment) - Medica - Minnetonka, MN

(2019-10 - 2020-10)

• Developed instructional, knowledge-based, onboarding, self-service, and member-support content, job aids, and manuals for government programs with a focus on compliance, clarity, user experience, support efficiency, and operational accuracy
• Wrote and standardized over 150 SOPs and operational procedures, translating complex requirements into clear guidance that improved operational efficiency