Documentation Analyst

Job Summary :

We are seeking a detail-oriented and analytical Process Analyst 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 our 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, 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.

Use tools like, Jira, Confluence or other ITSM tools to create flowcharts, diagrams, and supporting content.

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.