IAM Communication & Documentation Specialist
IAM Communication & Documentation Specialist
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Job Description
Date Posted:
Country:
IndiaLocation:
1st Flr Wing B North Gate Phase-II Modern Asset .2/2 Venkatala Village Yelahanka Hobli Bangalore 560064 KarnatakaPosition Role Type:
UnspecifiedSummary:
The Knowledge & Business Transformation (KBT) team is integrated within the Identity & Access Management (IAM) organization. The IAM Communication & Documentation Specialist will join the KBT team that supports user engagement by providing efficient communications documentation and the transformation of our business practices. The person in this role will be responsible for delivering end-user facing materials to the organization and its customers while providing support to our evolving standard practices.
Responsibilities:
Collaborate with internal and external cross functional teams and Business Units (BUs) including project managers project stakeholders developers third party vendors and Enterprise Services.
Gather project stakeholder requirements to analyze develop and deliver on-time documentation such as: Communications user guides FAQ system email notifications standard work Knowledge Based Articles Office Hours coordination training materials and other internal or end-user facing documentation.
Create communications in the form of emails or newsletters that successfully translate technical details into a user-friendly format.
Demonstrate thorough understanding of the system to write communications that convey detailed and/or technical information in a user-friendly way that will also be understood by the appropriate user base.
Analyze content to determine the appropriate distribution list/audience for each communication.
Utilize ServiceNow tools (knowledge articles groups etc.) to create documentation and support self-service efforts.
Support change management planning and implementation by providing documentation that thoroughly explains systems and outlines new processes.
Monitor and evaluate existing documentation to measure end user adoption/engagement.
Contribute to continuous improvement initiatives while enhancing standard processes and increasing customer satisfaction.
Adapt to change by simultaneously supporting multiple project requirements and effective deliverables.
Preferred qualifications:
Strong attention to detail and business analytic skills are required
Expert writing and grammar skills
Motivated self-directed and able to prioritize work effectively
Excellent judgment and discretion with sensitive materials and/or Executive Leadership stakeholders
Meticulous follow-through skills and ability to work to tight project timelines
Experience:
Minimum 5 years of experience with writing formal communications
Minimum 5 years of experience with Organizational Change Management (OCM) concepts
Minimum 3 years of experience with writing technical end user documentation
Minimum 3 years of experience with ServiceNow
Preferred experience with SailPoint and Jira
Preferred experience with Identity and Access Management practices
Education and skills:
Bachelors degree in Communications Information Systems (IT) Management or related business discipline(s)
Proficiency with Microsoft Office products is required: PowerPoint SharePoint Excel Word OneNote and Visio
Project management skills are preferred
RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity color religion gender sexual orientation or identity national origin age disability protected veteran status or any other characteristic protected by law.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
