Job Description :
Responsibilities: Primary responsibilities will include
Write and post knowledgebase articles within ServiceNow
Conduct interviews with technical staff to gather information on procedures
Review help desk ticket history to identify opportunities for Knowledgebase articles
Determine the needs of end users for technical documentation
Identifies business and technical documentation needs not currently addressed.
Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
Write easy-to-understand user interface text, online help and developer guides
Create tutorials to help end-users use a variety of applications
Analyze existing and potential content, focusing on reuse and single-sourcing opportunities
Train helpdesk staff on the delivered documentation
Create operating instructions, how-to manuals, assembly instructions, and “frequently asked questions” pages to help technical support staff, consumers, and other users.
Recommend best practices and improvements to our existing environment
Develop standards and documentation of current and new processes
Must be able to work independently
Must be available onsite during normal business hours.
Travel is not required
Demonstrates expertise in conveying technical and functional concepts for a specific technical specialty.