Technical Writer – Salesforce / Digital Banking

Technical Writer JD
Role: Technical Writer – Salesforce / Digital Banking
Position Summary
We are seeking an experienced Technical Writer to support a large-scale Salesforce digital banking transformation for PenFed. The Technical Writer will work closely with Salesforce architects, developers, business analysts, product owners, integration teams, QA, and business stakeholders to create and maintain clear technical and functional documentation.
The ideal candidate should be comfortable translating complex Salesforce and integration concepts into documentation that can be understood by developers, administrators, support teams, business users, and auditors.
Key Responsibilities
Create and maintain technical, functional, and system documentation for Salesforce applications.
Document Salesforce Financial Services Cloud, Service Cloud, Experience Cloud, and related solutions.
Document digital banking/member-facing processes, including:
Member onboarding
Account servicing
Loan/application processes
Self-service
Case management
Digital/member portals
Employee workflows
Create documentation for Salesforce Experience Cloud/LWR applications and user journeys.
Document Salesforce configuration including:
Objects and relationships
Flows
Validation rules
Permission sets
Profiles
Sharing/security
Lightning components/LWC
Integrations
Work with developers and integration teams to document REST/SOAP APIs, MuleSoft integrations, data mappings, authentication, error handling and integration flows.
Create API documentation, interface specifications and data-flow diagrams.
Document Salesforce deployment/release processes and technical changes.
Create:
Technical design documents
Functional design documents
Solution documentation
SOPs
Runbooks
User guides
Release notes
Knowledge articles
Troubleshooting guides
Process flows
Convert technical discussions, architecture meetings and developer discussions into structured documentation.
Review documentation with architects and SMEs for technical accuracy.
Maintain documentation in Confluence, SharePoint, Jira or similar tools.
Work with Agile teams and document requirements/user stories, acceptance criteria and technical decisions.
Maintain documentation through Salesforce releases and platform changes.
Support production teams with troubleshooting and operational documentation.
Ensure documentation follows financial-services security, privacy and compliance requirements.
Preferred Technical Experience
Salesforce
Financial Services Cloud
Service Cloud
Experience Cloud
Experience Cloud LWR
Salesforce Flow
Apex/LWC understanding
Data Cloud / Data 360
Agentforce / Einstein
Salesforce security and sharing
Integration
MuleSoft / Anypoint Platform
REST/SOAP APIs
JSON/XML
API specifications
Data mapping
Authentication/OAuth
Integration error handling
Third-party/core banking integrations
PenFed has specifically described MuleSoft as a major integration layer connecting Salesforce Financial Services Cloud with core banking and third-party systems.
Documentation Tools
Confluence
Jira
SharePoint
Microsoft Word
Excel
Visio / Lucidchart / Draw.io
Swagger/OpenAPI
Git/Markdown is a plus
Required Experience
5+ years of technical writing experience.
3+ years documenting enterprise applications.
Strong experience working with Agile/Scrum teams.
Experience documenting APIs and system integrations.
Ability to understand Salesforce architecture and terminology.
Excellent communication and stakeholder-management skills.
Ability to interview developers/architects and independently produce documentation.
Strong attention to detail.
Highly Preferred
Salesforce technical documentation experience.
Financial services/banking/credit-union experience.
Experience Cloud/LWR documentation.
Financial Services Cloud experience.
MuleSoft/API documentation.
Agentforce/Data Cloud documentation.
Experience with regulated environments.
Ability to create architecture/data-flow diagrams