IAM Communication & Documentation Specialist

The Knowledge & Business Transformation (KBT) team is integrated within the Identity & Access Management (IAM) organization. The IAM Communication & Documentation Specialist will join the KBT team that supports user engagement by providing efficient communications, documentation, and the transformation of our business practices. The person in this role will be responsible for delivering end-user facing materials to the organization and its customers while providing support to our evolving standard practices. Responsibilities: Collaborate with internal and external cross functional teams and Business Units (BUs) including project managers, project stakeholders, developers, third party vendors, and Enterprise Services. Gather project stakeholder requirements to analyze, develop, and deliver on-time documentation such as: Communications, user guides, FAQ, system email notifications, standard work, Knowledge Based Articles, Office Hours coordination, training materials, and other internal or end-user facing documentation. Create communications in the form of emails or newsletters, that successfully translate technical details into a user-friendly format. Demonstrate thorough understanding of the system to write communications that convey detailed and/or technical information in a user-friendly way that will also be understood by the appropriate user base. Analyze content to determine the appropriate distribution list/audience for each communication. Utilize ServiceNow tools (knowledge articles, groups, etc.) to create documentation and support self-service efforts. Support change management planning and implementation by providing documentation that thoroughly explains systems and outlines new processes. Monitor and evaluate existing documentation to measure end user adoption/engagement. Contribute to continuous improvement initiatives while enhancing standard processes and increasing customer satisfaction. Adapt to change by simultaneously supporting multiple project requirements and effective deliverables. Preferred qualifications: Strong attention to detail and business analytic skills are required Expert writing and grammar skills Motivated, self-directed, and able to prioritize work effectively Excellent judgment and discretion with sensitive materials and/or Executive Leadership stakeholders Meticulous follow-through skills and ability to work to tight project timelines Experience: Minimum 5 years of experience with writing formal communications Minimum 5 years of experience with Organizational Change Management (OCM) concepts Minimum 3 years of experience with writing technical end user documentation Minimum 3 years of experience with ServiceNow Preferred experience with SailPoint and Jira Preferred experience with Identity and Access Management practices Education and skills: Bachelor s degree in Communications, Information Systems (IT) Management, or related business discipline(s) Proficiency with Microsoft Office products is required: PowerPoint, SharePoint, Excel, Word, OneNote, and Visio Project management skills are preferred . Privacy Policy and Terms: Click on this link to read the Policy and Terms