In this role, you will:

• Evaluate moderately complex business problems and provide technical assistance in identifying automated systems and related procedures that are cost effective and meet business requirements
• Review and evaluate moderately complex technical business problems that can be resolved through internet or intranet based solutions
• Present recommendations for resolving business problems
• Exercise some independent judgment when developing project budgets, project plans, and schedules
• Provide information about communication between business and technology teams
• Work with business user groups to provide training, handle questions, observe user needs, and document results

Required Qualifications:

• 2+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience with creating artifacts and enabling functionalities for IT Service Desk
• Hands-on experience with Confluence and Jira
• Should have practiced writing documentation for virtual agent format
• Awareness of Agile methodologies
• Knowledge of ITIL Incident, Problem, and Request best practices or ITIL certified.
• Experience in user stories in backlog ,story points and sprint planning
• Understanding of Knowledge Management Framework

Job Expectations:

• Experience with translating technical content from multiple sources into a style and format that meets multiple end-user needs and project goals
• Experience with consulting with subject matter experts to evaluate, standardize, write, and maintain materials
• Ability to independently create knowledge management assets, including templates, style guides, how-to tutorials that meets organizational standards
• Ability to modify documents, respond to feedback request, create self-help and knowledge articles in a clear and conscious manner.
• Gain deep understanding of products and services, and translate complex information into simple, step-by-step procedures and/or processes easy to follow.
• Write user-friendly content that meets the needs of target audience and organize information applying information mapping concepts to enable information accessibility. 
• Maintain and improve existing knowledge article to ensure information accuracy, content accessibility, and article layout that complies with company writing standards.
• Research, outline, write, and edit content, working closely with various departments to understand project requirements.
• Gather information from stakeholders and translate them to Knowledge  user stories
• Prioritize user stories in backlog to align to business goals
• Provide input on story feasibility
• Support the team in understanding story points and sprint planning
• UAT and support Prod release and testing
• Strong written and verbal communication skills, with a keen eye for details.
• Proficiency with documentation tools like Microsoft Office Suite or ServiceNow.
• Technology Operations experience including Service Desk Operations
• Two or more years of experience as an effective technical writer
• Proven ability to quickly learn and understand complex subject matter
• Ability to handle multiple projects simultaneously
• Experience in writing documentation and procedure manuals for various audiences.
• Experience in working across multiple teams to improve user experience, refine content, and create visuals and diagrams for technical support content
• Strong skills in Knowledge Management systems and practices.
• Good understanding of Knowledge Management Framework
• Ability to map business requirements to Knowledge Framework
• Proficiency in using Confluence and Jira
• Acceptable understanding of ServiceNow knowledge  functionalities
• Familiarity with ITSM processes
• Hands on experience with ServiceNow modules like Incident and Request Management