Documentation Analyst

As a Documentation Analyst, you will play a crucial role in developing, documenting, and optimizing support and service management processes in alignment with ITIL best practices. Your primary responsibility will be to create clear, consistent, and user-friendly process documentation that enhances operational excellence within our customer support functions. Your key responsibilities will include documenting ITIL-based workflows for Incident, Problem, Change, and Request Management processes. You will be tasked with translating complex technical procedures and support workflows into actionable content tailored for various audiences, including Tier 1 support, technical teams, and business stakeholders. Collaboration with subject matter experts (SMEs), process owners, and service managers will be essential to gather requirements, validate process flows, and ensure alignment with service goals. Furthermore, you will be expected to develop and maintain Standard Operating Procedures (SOPs), Knowledge Base (KB) articles, process maps, and training documentation using standardized templates and terminology. It will be crucial to ensure that all process documentation remains accessible, version-controlled, and regularly reviewed to maintain accuracy and compliance standards. Your involvement in process improvement initiatives and continuous refinement of IT Service Management (ITSM) workflows will be integral to the role. Additionally, you will work closely with Service Desk and Support teams to ensure that the documentation meets operational needs and contributes to reducing ticket handling time. Utilizing tools such as Jira, Confluence, or other ITSM tools, you will create flowcharts, diagrams, and supporting content to enhance the documentation and communication processes. In terms of qualifications, you should have a proven track record of at least 6 years in writing technical documentation within an IT support, customer service, or ITIL environment. A solid understanding of ITIL v3 or ITIL 4 frameworks and best practices is necessary. Your proficiency in process mapping, technical writing, and SOP creation, coupled with excellent communication skills, will be key to conveying complex information clearly and concisely. Experience with ITSM tools like Jira Service Management and proficiency in documentation and collaboration tools such as Confluence, SharePoint, MS Word, Visio, and Miro are essential. Preferred qualifications include an ITIL Foundation Certification (v3 or v4), experience in a fast-paced, ITIL-aligned support environment, and familiarity with knowledge base management and self-service portal content.,