Process Documentation Specialist

2 weeks ago

Noida, Uttar Pradesh, India beBeeDocumentation Full time ₹ 8,00,000 - ₹ 12,00,000
Job Opportunity: Documentation Analyst">

We are seeking a detail-oriented and analytical professional to develop, document, and optimize support and service management processes in alignment with ITIL best practices.

This role is essential in creating clear, consistent, and user-friendly process documentation that enables operational excellence across customer support functions.

Key Responsibilities:

  • 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.
  • Collaborate with subject matter experts, process owners, and service managers to gather requirements 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.

Required Skills and Qualifications:

  • Proven experience writing technical documentation in an IT support or customer service environment.
  • Solid understanding of ITIL 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.
Why This Role Matters">

The ideal candidate will possess excellent technical writing skills, strong analytical abilities, and a solid understanding of ITIL frameworks. The selected individual will be responsible for developing and maintaining high-quality process documentation, ensuring seamless communication among teams, and driving process improvements.

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