Documentation Analyst

Job Summary:

Documentation Analyst

Key Responsibilities:

• Document ITIL-based workflows

  for Incident, Problem, Change, and Request Management processes.
• Translate complex technical procedures and support workflows into clear, actionable content for various audiences, including Tier 1 support, technical teams, and business stakeholders.
• Collaborate with subject matter experts (SMEs), process owners, and service managers to gather requirements, validate process flows, and ensure alignment with service goals.
• Develop and maintain SOPs, KB articles, process maps, and training documentation using standardized templates and terminology.
• Ensure process documentation is accessible, version-controlled, and regularly reviewed for accuracy and compliance.
• Participate in process improvement initiatives and contribute to the continuous refinement of ITSM workflows.
• Work closely with Service Desk and Support teams to ensure documentation supports operational needs and reduces ticket handling time.
• Use tools like, Jira, Confluence or other ITSM tools to create flowcharts, diagrams, and supporting content.

Required Qualifications:

• Proven experience (6+ years) writing technical documentation in an IT support, customer service, or ITIL environment.
• Solid understanding of ITIL v3 or ITIL 4 frameworks and best practices.
• Strong skills in process mapping, technical writing, and SOP creation.
• Excellent communication skills with a demonstrated ability to convey complex information clearly and concisely.
• Experience working with ITSM tools such as Jira Service Management, etc.
• Proficiency with documentation and collaboration tools (e.g., Confluence, SharePoint, MS Word, Visio, Miro).

Preferred Qualifications:

• ITIL Foundation Certification (v3 or v4).
• Experience working in a fast-paced, ITIL-aligned support environment.
• Experience with knowledge base management and self-service portal content.