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Form of workJob Title: IT Technical Writer - Process and Documentation Specialist
Position Overview:
As the IT Technical Writer - Process and Documentation Specialist, you will serve as a crucial subject matter expert responsible for advancing and refining IT processes, procedures, and the knowledge base. Your primary goal will be to foster consistency, efficiency, and effectiveness within the IT teams. This pivotal role entails leading the creation and upkeep of technical documentation, with a strategic focus on elevating the IT Service Management (ITSM) processes to deliver top-notch IT services for the user base.
Key Responsibilities:
- Spearhead the development of IT's knowledge base articles (KBAs) and technical documentation, prioritizing the enhancement of technical IT support staff effectiveness.
- Analyze IT Service Management data, including ticketing data, to discern themes and areas of improvement, specifically focusing on enhancing knowledge articles.
- Define, monitor, and communicate meaningful metrics to assess the effectiveness of technical documentation, ensuring continuous improvement and alignment with organizational goals.
- Champion the incident ticket lifecycle from the end-users' perspective, enriching support articles to improve the overall user experience.
- Inform the strategic design of the firm's Service Management technology systems and solutions, collaborating closely with IT solution teams and third-party providers as needed to implement and maintain features.
Qualifications:
- Demonstrated expertise with tiered IT support models (L1/L2/L3) and proficiency in associated processes, standards, and documentation.
- Experience with common enterprise service desk technology solutions, including familiarity with tools such as ServiceNow.
Work Arrangement:
This is a hybrid position, requiring onsite presence for the first 90 days to facilitate acclimatization, followed by a three-day-per-week onsite schedule.
Join our dynamic team and contribute to the evolution of IT processes, ensuring a seamless and high-quality IT service for the diverse user base. If you are passionate about transforming technical documentation into a strategic asset, we invite you to apply and make a significant impact on our IT service delivery.
