IT Training and Documentation Expert

IT Training and Documentation Expert

Netcompany-Intrasoft

Brussels, Belgium

Job Description

So, what are the main duties of an IT Training and documentation expert in Netcompany-Intrasoft?

Joining us as an IT Training and documentation expert, you will contribute significantly to the enhancement of our IT Support Services through the creation of clear and comprehensive documents, and work within a supportive and welcoming European environment, committed to fostering diversity and inclusivity in the workplace.

As an IT Training and documentation expert you will:

Documentation:

• Collaborate closely with our IT experts to understand intricate technical concepts and translate them into easily understandable documents;
• Follow up on the quality of service delivery;
• Prepare and provide training;
• Craft precise and accurate technical documents;
• Reorganize the Documentation Library;
• Create, review, and maintain high-quality technical documents, including templates, User Guides, SOPs, SDPs, knowledge base articles, and troubleshooting guides;
• Simplify complex technical information to ensure accessibility and ease of use for target audiences;
• Edit and revise documentation for clarity, consistency, and accuracy, following established style guidelines and standards;
• Assess the impact of changes, activities, and Incidents on documentation and lead review and updates of impacted documents;
• Format and structure documentation to improve readability and user-friendliness;
• Conduct regular checks on documents to ensure compliance with content standards, terminology, and naming conventions, as well as accuracy and currency.

Training:

• Prepare material training for internal users;
• Provide training and support to front-office and back-office agents;
• Provide guidance and assistance on documentation best practices and standards.

Quality:

• Perform quality checks on activity deliverables (RFC, SOP, SDP, Project, …);
• Identify areas of improvement and lead corrective actions by feedback and training;
• Report specific quality control in coordination with the quality team;
• Review quality process based on results and lessons learned.

Qualifications

What would make you a fit for the role:

• Bachelor’s degree in information technology, or related field (Master's degree preferred);
• Minimum of 5 years of experience in IT Support Services or back-office activities;
• Minimum of 3 years of experience with IT documentation tools such as ServiceNow, Confluence, and SharePoint;
• Experience as a trainer, quality coordinator, or Knowledge coordinator is an asset;
• Strong knowledge of IT terminology and concepts, facilitating quick comprehension of complex technical information;
• Proficiency in spoken and written English is required, and French is an asset;
• spoken and written English is required, with a mandatory C1 certification.

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