IT Documentation Specialist

IT Documentation Specialist

Requirements

• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to understand and explain complex technical concepts clearly and concisely.
• Experience with documentation tools and content management systems (e.g., Confluence, SharePoint, Zendesk Guide, ServiceNow Knowledge Management).
• Ability to work independently and as part of a global team.
• Strong organizational and time management skills.

Responsibilities

• Create and Maintain Documentation: Develop and revise a wide range of technical documentation, including troubleshooting guides, how-to articles, standard operating procedures (SOPs), training materials, and knowledge base articles.
• Information Gathering: Collaborate with engineering teams, system administrators, and project managers to gather accurate and up-to-date information about systems, processes, and solutions.
• Content Organization and Structure: Design and implement logical structures for documentation repositories, ensuring ease of navigation and searchability for support agents and end-users.
• Writing and Editing: Write clearly, concisely, and accurately, adhering to established style guides and ensuring consistency across all documentation. Edit and proofread content for grammar, spelling, and technical accuracy.
• Visual Aids: Incorporate diagrams, screenshots, and other visual aids to enhance understanding and clarity of documentation.
• Version Control: Manage and track revisions to documentation, ensuring that the latest information is always readily available.
• Documentation Review: Establish and manage a process for regular review and updates of existing documentation to maintain accuracy and relevance.
• Training Support: Assist in the development of training materials for new support agents and contribute to ongoing knowledge sharing initiatives.
• Tools and Technologies: Utilize and become proficient in documentation tools, knowledge base platforms, and content management systems. *Experience or certification in AI prompt creation and use of relevant AI tools for content creation.*
• Identify Documentation Needs: Proactively identify areas where new or updated documentation is required based on support trends, new deployments, and feedback from the support team.

Preferred Qualifications

• Experience or certification in AI prompt creation and use of relevant AI tools for content creation.