IT Documentation Manager
il y a 1 semaine
Documentation Strategy and Governance;
- Development and implementation of a comprehensive documentation strategy aligned with organizational goals and ITIL best practices;
- Definition of documentation standards, templates, and guidelines to ensure consistency and quality across all IT service domains;
- Document creation and maintenance;
- Creation and maintenance of documentation for IT service desk procedures, troubleshooting guides, knowledge articles, and standard operating procedures (SOPs);
- Regular review and update documentation to reflect changes in IT systems, processes, and procedures, including software updates, configuration changes, and new service offerings;
- Knowledge Management;
- Management of the organization's knowledge base and repository, ensuring it contains up-to-date and relevant information to support IT service delivery and troubleshooting;
- Categorization and tagging of knowledge articles for easy search and retrieval by IT staff and end users;
- Implementation of knowledge management best practices, such as knowledge sharing sessions and peer reviews, to enhance the quality and usability of knowledge articles;
- Document Accessibility and Distribution;
- Ensure that documentation is easily accessible to IT staff and stakeholders through a centralized document management system or knowledge base portal;
- Implementation of access controls and permissions to restrict sensitive information and ensure data security and confidentiality;
- Establishment of processes for distributing documentation to relevant stakeholders, including IT support teams, end users, and external partners, as needed;
- Training and Onboarding Support;
- Development of training materials and documentation to support onboarding and ongoing training for IT staff, covering topics such as IT policies, procedures, and best practices;
- Quality Assurance and Compliance;
- Conduction of regular audits and reviews of documentation to ensure accuracy, completeness, and compliance with organizational standards and regulatory requirements;
- Continuous Improvement;
- Solicitation of feedback from stakeholders and users to identify areas for improvement in documentation quality, usability, and accessibility.
- Completed vocational training or a bachelor's degree in Computer Science, Engineering, or another relevant domain;
- At least 3 years of work experience, including at least 1 year of work experience in a similar role;
- Extensive experience in IT documentation management within a complex IT environment;
- Proficiency in document management tools and platforms;
- Strong attention to detail and accuracy;
- Fluency in English, both written and spoken;
- Eligibility to work and live in the EU.
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