Process Documentation Expert

7 days ago

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

Process Documentation Specialist

We are seeking an analytical Process Documentation Specialist to develop, document, and optimize support and service management processes in alignment with ITIL best practices.

  • 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.

Required Qualifications:

  • 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:

  • 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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