Arpita Pillai
Sydney,Australia
Summary
Accomplished Senior Technical Writer with a proven track record at Honeywell, excelling in creating precise technical documentation and release notes. Expert in SOP development and knowledge management, leveraging strong collaboration skills to enhance content clarity and compliance. Proficient in Madcap Flare and Adobe FrameMaker, driving documentation excellence and innovation.
Overview
22
22
years of professional experience
Work History
Senior Technical Writer
Honeywell
05.2025 - Current
- Create and manage technical documentation and release notes for enterprise applications.
- Collaborate with engineers and product teams to ensure technical accuracy.
- Maintain documentation aligned to Agile sprints and release schedules.
- Ensure content clarity, compliance, and adherence to publication standards.
Knowledge Management Advisor
Commonwealth Bank of Australia (CBA)
04.2022 - 05.2025
- Designed and introduced a SOP template now standard across the division.
- Coordinated SOP governance and annual reviews across two business units.
- Monitored and analysed knowledge base performance, improving usability.
- Partnered with SMEs and stakeholders to deliver accurate regulatory documentation.
- Led initiatives to standardise knowledge management processes and governance.
- Contributed to AI-focused discussions on modernising SOP management.
Technical Writer
Zurich Financial Services
11.2021 - 04.2022
- Compiled release notes for minor and major product updates.
- Developed and updated product documentation including FAQs and user guides.
- Improved accessibility and quality of customer-facing content.
Technical Writer
Transport for NSW
05.2021 - 11.2021
- Contributed to development of finance and investment frameworks, policies, and processes.
- Consolidated SME inputs into clear, structured documentation.
- Managed end-to-end production, incorporating stakeholder feedback.
- Ensured documents communicated technical and financial concepts in plain language.
Technical Writer
Allianz Insurance
10.2020 - 05.2021
- Produced process documentation for compliance and training.
- Maintained a library of technical terminology and aligned processes.
- Investigated and proposed future web-based documentation solutions.
- Worked remotely managing SME interviews, peer reviews, and tight deadlines.
Technical Writer
ING Bank
02.2020 - 09.2020
- Authored Application Operational Security Guidelines (A-OSGs) for data centre migration.
- Developed Disaster Recovery (DR) documentation and backup/restore procedures.
- Created flowcharts and process diagrams to support DR documentation.
- Partnered with SMEs to gather technical information under Agile deadlines.
Technical Writer
Revolution Software Services
10.2018 - 08.2019
- Created and maintained user guides and quick reference guides for new products.
- Produced release notes post every product release.
- Introduced HTML outputs using Madcap Flare to deliver online documentation.
- Established internal documentation standards and conventions.
Technical Writer
Coca-Cola Amatil
08.2018 - 09.2018
Technical Writer
LawMaster
05.2016 - 06.2018
Technical Writer
EMIDS
08.2014 - 10.2014
Technical Writer
Via.com
04.2014 - 05.2014
Technical Writer
Mphasis (Client: Thomson Reuters Eikon)
11.2010 - 07.2012
Technical Writer
Triple Point Technologies
01.2010 - 11.2010
Technical Writer
Lionbridge (Client: Pearson Digital Education)
06.2006 - 12.2009
Technical Writer
Cybage Software
08.2005 - 06.2006
Technical Writer
BatchMaster Solutions
02.2004 - 08.2005
Education
Bachelor of Commerce -
01.2003
Skills
- User Guides
- SOP development
- Knowledge management
- Technical documentation
- Subject matter expert interviews
- Release Notes
- SOPs
- Online Help
- Knowledge Bases
- Training Content
- Madcap Flare
- Adobe FrameMaker
- Confluence
- SharePoint
- RoboHelp
- JIRA
- Git
- SVN
- Snagit
- MS Visio
- Photoshop
- CorelDraw
- Banking
- Insurance
- Industrial Automation
- ERP
- Transport
- Healthcare
- Legal Tech
Work Rights
Australian Citizen – Full work rights
Accomplishments
- Standardised SOP Governance at CBA – Designed and implemented a division-wide SOP template and governance framework, now adopted across multiple business units, improving compliance and consistency.
- Improved Customer Experience at Revolution Software – Introduced HTML-based documentation outputs using Madcap Flare, significantly enhancing customer accessibility, and reducing support requests.
- Regulatory & Compliance Documentation for ING– Delivered operational security guidelines, disaster recovery documentation, and compliance-focused process content, directly supporting regulatory readiness.
- Cross-functional Collaboration – Partnered with engineers, SMEs, and stakeholders to deliver documentation aligned with business and regulatory needs.
Core Skills
User Guides, Release Notes, SOPs, Online Help, Knowledge Bases, Training Content, Madcap Flare, Adobe FrameMaker, Confluence, SharePoint, RoboHelp, JIRA, Git, SVN, Snagit, MS Visio, Photoshop, CorelDraw, Banking, Insurance, Industrial Automation, ERP, Transport, Healthcare, Legal Tech
Personal Information
Citizenship: Australian Citizen
Timeline
Senior Technical Writer
Honeywell
05.2025 - Current
Knowledge Management Advisor
Commonwealth Bank of Australia (CBA)
04.2022 - 05.2025
Technical Writer
Zurich Financial Services
11.2021 - 04.2022
Technical Writer
Transport for NSW
05.2021 - 11.2021
Technical Writer
Allianz Insurance
10.2020 - 05.2021
Technical Writer
ING Bank
02.2020 - 09.2020
Technical Writer
Revolution Software Services
10.2018 - 08.2019
Technical Writer
Coca-Cola Amatil
08.2018 - 09.2018
Technical Writer
LawMaster
05.2016 - 06.2018
Technical Writer
EMIDS
08.2014 - 10.2014
Technical Writer
Via.com
04.2014 - 05.2014
Technical Writer
Mphasis (Client: Thomson Reuters Eikon)
11.2010 - 07.2012
Technical Writer
Triple Point Technologies
01.2010 - 11.2010
Technical Writer
Lionbridge (Client: Pearson Digital Education)
06.2006 - 12.2009
Technical Writer
Cybage Software
08.2005 - 06.2006
Technical Writer
BatchMaster Solutions
02.2004 - 08.2005