Responsibilities
- Produce, revise, and manage technical and operational documentation for IT initiatives, systems, and service delivery programs.
- Author clear and accessible materials such as user guides, SOPs, training content, work instructions, knowledge base articles, and reports.
- Contribute to transformation, service experience, and enablement initiatives by developing targeted documentation and communication assets.
- Work closely with engineers, developers, business analysts, program leads, and stakeholders to gather technical details and simplify complex information.
- Engage in meetings, interviews, workshops, and review sessions to define and verify documentation needs.
- Ensure all written outputs adhere to organizational standards, branding, policies, and quality benchmarks.
- Manage document versions, repositories, and records in compliance with established procedures.
- Update and revise documentation to reflect changes in technology, operations, policies, and business processes.
- Develop executive-level briefings, presentations, white papers, process documentation, and stakeholder-facing communications.
- Support organizational change and adoption efforts through clear, purpose-built communication and training resources.
- Design process flows, workflow diagrams, and visual aids to clarify system behavior and business operations.
- Coordinate review and approval cycles with stakeholders and subject matter experts.
- Help create and deliver training content and resources to support user adoption.
- Advance knowledge management by organizing, updating, and improving access to program-related documentation.
- Conduct quality checks to ensure deliverables are accurate, consistent, complete, and easy to understand.
- Monitor documentation timelines, tasks, and milestones to ensure on-time delivery.
- Support audits, evaluations, and project reviews by providing up-to-date documentation artifacts.
- Identify and support improvements in documentation practices and user engagement.
- Bridge communication between technical teams, leadership, and business units using well-structured written content.
- Assist in generating program status updates, performance metrics, meeting notes, and related project documentation.
Other
Must be a U.S. citizen and eligible to obtain a security clearance.
