Required Skills: Strong understanding of ITIL or IT Service Management

Job Description

• Collaborate with ITSM process owners (e.g., Incident, Request, Problem, Change, Asset, and Configuration Management) to document workflows and process maps.
• Translate complex technical concepts and processes into easily understandable content for end users, technical teams, and support staff.
• Develop and maintain high-quality documentation related to the implementation of a new IT service desk tool, including:
• Standard Operating Procedures (SOPs)
• Knowledge base articles
• User guides
• Administrator documentation
• Training manuals
• Create and edit training content (e.g., step-by-step guides, video scripts, quick reference materials) tailored to different user roles.
• Support the development of onboarding materials for internal IT staff related to the new service desk system.
• Ensure documentation aligns with ITIL-based service management practices and internal standards.
• Work with subject matter experts (SMEs) to gather source material and validate content accuracy.
• Assist in the planning and delivery of end-user training sessions, as needed.
• Analyze technical document needs
• Created and edited documents using software such as Arbor text, Adobe Acrobat, Microsoft Word, and Microsoft Excel
• Communicate document availability to staff, solicit feedback, and encourage utilization
• Maintain documents on the internet, intranet, external websites, etc.