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Documentation Manager Support Services

Posted 5 January by GCS Recruitment Specialists Ltd Ended

Documentation Manager (Support Services)

Location: Oxford

Salary: £25,000 - £35,000 + Excellent Benefits

My client is currently expanding its Support Services team and are looking to add an experienced and passionateDocumentManager (strong documentation skills a MUST).

As the DocumentManager, you will own the SupportServicesDocumentation, TrainingModules and Assessments to the team response and ticket resolution.

In this role you work closely with the SupportServices, ProductManagement, and ProductMarketing teams.

Primary Responsibilities

  • Create step and workflow documentation around custom, complex feature sets within SaaS platforms to assist team response times and ticket resolution.
  • Collaborate with Product Management and Product Marketing stakeholders to determine any feature releases and adjust documentation accordingly.
  • Research and implement new training methods to improve documentation methodology.
  • Collaborates with stakeholders to determine appropriate document organization within our internal Wiki to promote knowledge transfer and ticket resolution.
  • Collaborates with stakeholders to determine Wiki best practices and document access and design elements.
  • Logs significant document adjustments and reports to affected stakeholders.
  • Collaborates with other departments to maintain core feature documentation.
  • Applies metadata structure to manage change against documentation repository.
  • Assesses and reports on document library life-cycle.
  • Engage team to discuss any documentation or training needs on cadence.
  • Write, review and maintain training modules and assessments for Support Services team members.
  • Document team progress with curriculum tracking and assessment performance scores.

Minimum Qualifications

  • 2+ years' experience
  • BS/BA in Information Technology or related field, or equivalent experience in the software industry.

Competencies

  • Attention to detail and can see a job through to completion. Deadline focused.
  • Excellent communication skills with experience in customer facing, internal and executive communications
  • Fluent written and spoken English
  • Show flexibility and commitment
  • Sound judgment and mature approach to work.

Reference: 34149389

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