What are the responsibilities and job description for the IT Documentation & Knowledge Management Coordinator position at ADEX?
Job Summary :
The IT Documentation and Knowledge Management Coordinator is responsible for managing, organizing, and maintaining IT-related documentation, processes, and knowledge assets. This role combines the creation and upkeep of technical documentation with the development of knowledge management strategies to ensure seamless access to information for internal teams and end-users. The coordinator will work closely with cross-functional teams to facilitate the efficient sharing and utilization of IT knowledge, ensuring consistency, accuracy, and clarity across all documentation and knowledge management systems.
Key Responsibilities :
Documentation Creation & Maintenance :
Develop and maintain technical documentation, user guides, system configurations, troubleshooting guides, and process workflows related to IT systems, applications, and services.
Ensure all IT documentation is accurate, up-to-date, and aligned with best practices and industry standards.
Collaborate with IT teams (support, development, operations) to document new systems, processes, and tools.
Knowledge Base Management :
Organize and maintain a central knowledge base, including FAQs, solution articles, and troubleshooting resources, to improve IT service efficiency and empower internal teams and end-users.
Ensure knowledge articles are easily searchable, well-structured, and aligned with user needs.
Monitor usage and feedback of knowledge base articles to identify opportunities for improvement.
Knowledge Sharing & Collaboration :
Foster a culture of knowledge sharing by promoting best practices, tools, and resources across the organization.
Work closely with cross-functional teams to ensure knowledge is captured, organized, and effectively shared within IT and with other departments.
Conduct regular reviews and updates of knowledge assets to ensure relevance and accuracy.
Process Documentation & Improvement :
Document and standardize IT processes and workflows to ensure consistency and efficiency across IT operations.
Collaborate with process owners to ensure proper documentation for ITIL processes (e.g., incident management, change management, problem management) and other service management procedures.
Identify and recommend improvements to documentation processes and knowledge management workflows.
Training and Support :
Assist in the training of IT staff and end-users on the use of the knowledge base, documentation standards, and processes.
Provide guidance on writing clear, concise, and user-friendly technical documentation.
Support IT staff in creating new knowledge-based articles and improving existing ones based on their expertise.
Reporting & Metrics :
Monitor and report on the effectiveness of knowledge management systems and documentation processes.
Track key metrics, such as article views, user feedback, and documentation gaps, to identify areas for improvement.
Provide insights and recommendations to leadership based on performance data.
Experience :
Minimum of 3 years in IT documentation, knowledge management, or a related field.
Proven experience in creating technical documentation and managing knowledge bases.
Experience with ITIL processes and documentation standards
Skills :
Strong written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
Proficiency in documentation tools and knowledge management platforms (e.g., IT Glue, Confluence, SharePoint, ServiceNow, Zendesk, etc.).
Familiarity with IT service management (ITSM) tools and systems.
Strong organizational skills with an ability to manage multiple tasks and projects simultaneously.
Technical Skills :
Experience with version control and documentation management systems.
Knowledge of IT systems, networks, and software applications is beneficial.
Basic understanding of ITIL framework or other service management methodologies is preferred.
Education :
Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
Preferred Qualifications :
Experience with content management systems or learning management systems (LMS).
Experience in process improvement or project management.
