At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues. With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.

We are an equal opportunity employer and value diversity at our company.

The Technical Writer role exists within the IFS Global Cloud Services organization and will be a part of the day shift in the operations team, which reports into a Cloud Services manager who is responsible for the operational and people management aspects of that team.

The Cloud Service Centre team provide 24x7x365 operations support to the IFS customer base across all IFS cloud services. This role handles multiple aspects of documentation and knowledge management. Working with multiple internal and external stakeholders related to our supported services.

Although not a role with people management duties, the selected individual will be a senior part of the organization and so will provide mentoring and examples of good practice to the more junior members of the team.

Primary job role: 

• To develop techniques and procedures for organizing, locating, and enabling access to relevant knowledge and expertise required to address specific business tasks in our knowledge base
• To develop governance frameworks and standards across the various Cloud teams, workflows and processes.
• To develop the content/knowledge management strategy for Cloud Ops which integrates with the wider IFS knowledge management strategy
• To lead the implementation of the content architecture and strategy for Cloud Ops
• To develop, audit and maintain high quality content for Cloud Ops employees to allow them to fulfil their duties to the best of the abilities.
• To produce, audit and maintain high quality content for IFS customers to allow them to self-service and work more effectively with IFS where that is not possible
• To develop and populate an effective knowledge base with a direct impact on employees work and customer satisfaction, day to day.
• To work with other knowledge stakeholders across the business, representing Cloud Operations in global initiatives to create a unified knowledge management strategy, tool set and process.
• Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level
• Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to support new and existing products, features, and services within our knowledge bases.
• Leverage various analytics and data sources to evaluate business impact, track the usage and define efficiency of the knowledge base content.
• Lead, coach and help develop the ability of the cloud ops team to author new content
• Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.
• Handle knowledge related items/requests within the service transition process for new and updated products and services

• A formal qualification (degree, HND, etc.) in Computer Science, Information Technology or similar.

• Optional Value Add
  • ITIL qualifications, at foundation or higher levels
  • KCS V6 Practices or Trainer Certified preferred (Fundamentals also considered)

Personal Abilities

• Ability to work to deadlines and targets
• Ability to manage own time efficiently and effectively
• Ability to work in international, multi-discipline, cross-functional teams
• Flexibility to work to deadlines and needs of the role
• Ability to produce and consume very detailed technical documentation written in English
• Problem-solving skills and the ability to change approach based on information gathered during the process
• Good communications and interpersonal skills
• Strong organizational skills and ability to multi-task
• Strong influencer with experience of a global, matrix organization
• A positive team player with a can-do attitude
• Excellent verbal and written communication skills in English
• Ability to self-learn and quickly understand new and changing technologies in a fast-moving service driven technology landscape
• Proactivity and ownership of work items in all aspects of the technical and team role

Experience:

• Mandatory
  • At least 3 years’ experience in knowledge production and management, ideally in a business providing cloud computing or enterprise IT services
  • Demonstrated knowledge of basic cloud computing principles and technology
  • Experience in a modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool
  • Experience in using a modern knowledge management tool such as ServiceNow
• Optional Value Add
  • Experience in ITIL, ISO 20000, or a similar service delivery framework
  • Experience in operating KCS or similar service desk integrated knowledge management approaches
  • Experienced in program management or project management such as PRINCE2, PMP or similar

Technical Skills:

• The successful candidate must have either have 2 years of commercial experience or a suitable professional grade qualification in IT Knowledge Management
• The following are value add skills if available
  • AWS/Azure/GCP administration and operation exposure
  • Working knowledge of ERP systems
  • Usage of ITSM tools in a service desk environment
  • Usage of different Knowledge Management Tools
  • Usage of different documentation authoring tools

Interviews and selections are being made continuously. If you are interested, apply as soon as possible.

As a step in our recruitment process, all final candidates will undergo a background check, to get us an understanding of our future employees.

We respectfully decline all offers of recruitment and/or advertising assistance.

IFS Fact
IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,000 employees and growing ecosystem of partners support more than 10,000 customers around the world challenge the status quo and realize their competitive advantage. Learn more about how our enterprise software solutions can help your business today at ifs.com.