At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.
We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.
The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office.
Ask our recruitment team if this is a hybrid role.
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**Working at NTT**
Integrated Operations Center Knowledge Author
Reports to: IOC Director Department: IOC
**JOB SUMMARY**:
The knowledge author is responsible for developing, reviewing and maintaining technical and process related documentation and related materials in order to present a uniform set of processes and expectations to technical staff.
The Technical Documentation Specialist will gather information from internal departments and customers, create detailed documentation based on the information gathered, and maintain any changes or improvements to said documentation.
The knowledge author may also be called on to assist in developing standards for gathering, documenting and presenting technical and process information, as well as to assist the IOC Management team in identifying areas for improvement both in their own duties and throughout the department.
**ESSENTIAL FUNCTIONS**:
- Set up and participate in meetings with internal teams as well as customers in order to gather process and technical information needed to create documentation.
- Add/remove/enable/disable/import new checks to open monitoring alerts with specified teams based on approved and pre-defined workflows
- Symon support
- Manage escalation paths on Monitoring alerts
- Create detailed process and technical documentation according to defined standards
- Review existing documentation and related information to maintain accuracy, readability and organization
- Coordinate with Process Support and Development teams to ensure that documentation is presented by tools as needed by the IOC.
- Coordinate with Project Managers in order to ensure that documentation for new customers is ready for go-live
- Reporting to IOC management regarding progress of documentation projects and any issues encountered
- Investigate and report on technology tools to improve the development and presentation of documentation.
- Assist IOC management in developing standards for documentation and related areas.
- Assist with meeting with and onboarding new clients
**Leadership and Team Focus**:
- Works with all employees to develop processes and documentation that is easy to use and applicable in real daily functions.
- Remains on the forefront of emerging industry practices and technologies.
- Provides recommendations on changes and design to process and documentation
- Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
- Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions.
- Illustrates an understanding of the important of an accurate Knowledgebase to a help desk environment.
- Provides quality customer service above else; ensures an understanding between customer and NTT and helps provide workable solutions.
- Keeps track of lessons learned and shares those lessons with team members.
- Mitigates team conflict and communication problems; provides information that ensures interest and understanding.
- Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.
- Grows professionally and personally; eager to acquire new knowledge while promoting NTT's values and culture.
**QUALIFICATIONS**:
- Bachelor's degree or equivalent work experience.
- 2+ years of technical Admin work experience
- Available at least 40 hours a week
- Fluent in English, strong communication skills
- Technical Writing skills as well as some experience training/teaching background
- Working knowledge of HTML, XML
- Basic understanding of Microsoft Windows
- Basic understanding of Linux/Unix
- Basic understanding of TCP/IP networking and common services
- Typing: 50 words/minute minimum
- Writing experience in drawing from multiple specialists on a topic to create a single document that is both technical enough to meet market demands yet written with the audience in mind
- Familiarity with Flash editing (potential of developing how to videos)
- Analytic ability to diagnose problems and ability to work independently to correct the difficulties.
- Strong time management, ability to work on several projects simultaneously
- Strong analytical, problem solving, and conceptual skills.
- Strong customer focus.
Must work well with customers of varying levels of technical expertise in high-pressure situations and complex environments.
- Exc