Process Documentation Specialist

24 hours ago

Noida, Uttar Pradesh, India beBeeDocumentation Full time ₹ 9,00,000 - ₹ 12,00,000
Documentation Analyst

Key responsibilities for this role include developing, documenting, and optimizing support and service management processes in alignment with ITIL best practices.

This position is responsible for creating clear, consistent, and user-friendly process documentation that enables operational excellence across customer support functions.

  • Document ITIL-based workflows for Incident, Problem, Change, and Request Management processes.
  • Translate complex technical procedures and support workflows into clear, actionable content for various audiences, including Tier 1 support, technical teams, and business stakeholders.
  • Collaborate with subject matter experts (SMEs), process owners, and service managers to gather requirements, validate process flows, and ensure alignment with service goals.
  • Develop and maintain SOPs, KB articles, process maps, and training documentation using standardized templates and terminology.
  • Ensure process documentation is accessible, version-controlled, and regularly reviewed for accuracy and compliance.
  • Participate in process improvement initiatives and contribute to the continuous refinement of ITSM workflows.
  • Work closely with Service Desk and Support teams to ensure documentation supports operational needs and reduces ticket handling time.
  • Utilize tools like Jira, Confluence or other ITSM tools to create flowcharts, diagrams, and supporting content.

Requirements for this role include:

  • Proven experience (6+ years) writing technical documentation in an IT support, customer service, or ITIL environment.
  • Solid understanding of ITIL v3 or ITIL 4 frameworks and best practices.
  • Strong skills in process mapping, technical writing, and SOP creation.
  • Excellent communication skills with a demonstrated ability to convey complex information clearly and concisely.
  • Experience working with ITSM tools such as Jira Service Management, etc.
  • Proficiency with documentation and collaboration tools (e.g., Confluence, SharePoint, MS Word, Visio, Miro).

Preferred qualifications for this role include:

  • ITIL Foundation Certification (v3 or v4).
  • Experience working in a fast-paced, ITIL-aligned support environment.
  • Experience with knowledge base management and self-service portal content.

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