Job Description :
Key Responsibilities:
Determine the needs of End Users and Service Desk Analysts for technical support documentation
Work with developers, engineers, product owners and other Subject Matter Experts (SME) to gather and document new software development systems & tools in order to create and disseminate training documentation for End Users, Service Desk Analysts, supporting Amex Merchants and Partners
Create reference documentation on the new tools and systems by accessing Agile Systems documentation in various repositories or via interview of systems engineers/developers and other SMEs’
Must be able to take complex, technical information and translate the information into processes and procedures for End Users who have nontechnical backgrounds
Develop process and procedures describing new tool capabilities
Develop process and procedures for new authorizations or file transfer capabilities
Develop screenshots and conceptual graphics as required to illustrate procedures
Use photographs, drawings, diagrams, animation, and charts that increase users’ understanding
Create reference documentation in the Service Now Knowledge Base
Conduct 1 on 1 training, video training, Knowledge Base training, etc.
May be required to work evenings and weekends to coordinate with those in other time zones or to meet deadlines
Gather usability feedback from End Users, Service Desk Analysts and other resources
Revise documentation as new issues arise
Qualifications Education & Experience:
Bachelor’s degree in Journalism, English, or in the Communications field
3-5 years of experience in Technical writing and documentation for software development projects.
Experience training end users on new processes, procedures and tools
Excellent writing skills, communications, detailed oriented, imagination and teamwork is essential.
Technically proficient and demonstrate the ability to work across multiple platforms simultaneously
Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
Use of SharePoint and other Office365 Products such as WebEx
Ability to translate complex technical concepts into understandable concepts
Talent in showing ideas graphically using Visio and other resources
Ability to effectively communicate with software developers and business owners
Ability to multi-task in a fast-paced environment
Detail oriented and well organized
Experience using Service Now platform especially Knowledge
Experience using Image Processing and Screen Capture software such as Snag-It, Microsoft Snipping Tool, etc.
Knowledge of the Agile Development or (SCRUM) methodology.is a PLUS
Leadership:
Ability to self-direct personal activities to achieve goals and meet time sensitive commitments
Ability to deliver results without close supervision
Must be able to think about a procedure or product in the way that a person without technical experience would think about it.
Positive and enthusiastic approach to solving problems – does not get distracted by obstacles
Excellent interpersonal skills – having the ability to obtain/coax-out the required information when it may not be forthcoming
Must show patience in problem solving and troubleshooting with a balance to achieving deadlines