Customer Support - Documentation Analyst
- Noida, Uttar Pradesh
- Permanent
- Full-time
- 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.
- Proven experience (3+ 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).
- ITIL Foundation Certification (v3 or v4).
- Experience working in a fast-paced, ITIL-aligned support environment.