Technical Writer

The IT Process Specialist works with a global team to lead documentation strategy efforts. Their primary responsibilities include developing and maturing IT documentation, as well as enhancing systemic processes. They are tasked with creating structured and professional corporate documents that meet high-quality standards and adhere to best practices. 

They will design and implement a continuous programme to actively engage with IT teams, collecting insights and feedback to advance the development, maturity, and governance of IT documentation. This involves aligning documentation with systemic processes and consistently identifying opportunities for improvement. They will cultivate a culture of high-quality documentation and continuous improvement within IT, ensuring quality assurance and the delivery of documentation that adheres to industry standards and regulatory requirements. 

This role requires exceptional research skills, meticulous attention to detail, and excellent writing abilities to convert complex technical concepts into clear, concise, and user-friendly content. Additionally, the IT Process Specialist must possess a solid understanding of IT Service Management (ITSM) processes and be well-versed in systematic processes within ITSM tools and technical systems to effectively create and manage documentation that supports the IT group. 

Key duties and responsibilities include: 

• Collaborate with key stakeholders to gather requirements for the development and delivery of IT Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). 

• Identify and assess gaps in current process documentation templates to develop a comprehensive set of standardised templates, including process documentation, work instructions, process flow charts, IT support models, IT playbooks, system architecture diagrams, technical documentation, and IT Service Improvement plans. 

• Ensure all documentation is maintained to high standards and adheres to best practices. 

• Evaluate existing processes to pinpoint areas for improvement, enhancing efficiency and compliance. 

• Develop and deliver training materials and sessions to empower IT teams, fostering a culture of excellence and embedding documentation practices within the group to ensure proficiency and expertise. 

• Cultivate a culture of continuous improvement by proactively soliciting feedback and implementing changes to enhance documentation quality and effectiveness. 

• Ensure all documentation is stored and structured in Managed Documents within ServiceNow, overseeing the ownership of documents by IT service owners, with a focus on improving the maturity of the module. 

• Develop and maintain reporting metrics in ServiceNow Performance Analytics to measure the effectiveness and impact of documentation initiatives. 

• Conduct regular audits and reviews of documentation to ensure accuracy, relevance, and compliance with industry standards. 

• Ensure all documentation is stored in accessible, organised repositories managed in ServiceNow. 

• Track and analyse how documentation is utilised within the group to identify areas for improvement and ensure it meets evolving needs. 

• Enhance the maturity of systematic processes by assessing current procedures in ServiceNow, identifying potential enhancements, and leading initiatives to implement these improvements. 

• Identify and assess risks associated with IT processes and propose effective mitigation strategies. 

• Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimise processes 

Candidate Specification: