Technical Documentation Analyst
Posted on Sep 15, 2024 by DMI
Cincinnati, OH
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time
About DMI:
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity:
At DMI, we are seeking a highly organized and detail-oriented Knowledge Base Documentation Specialist to join our Service Delivery team in a Managed Mobility Services (MMS) environment. In this role, you will be responsible for creating, managing, and updating technical documentation that supports internal teams and external customers. Your work will be essential in ensuring our service delivery teams have access to clear, accurate, and up-to-date information that enables them to efficiently support customers. This role requires a strong understanding of both technical content creation, and the workflows used by service teams in an MMS setting.
As the go-to resource for knowledge management, you will work closely with subject matter experts (SMEs), service delivery managers, and technical staff to gather information and transform it into easy-to-understand, actionable documentation. This includes developing process guides, troubleshooting steps, user manuals, FAQs, and other reference materials. Your contributions will help drive efficiency and customer satisfaction by ensuring teams have the knowledge and resources they need to succeed.
DMI is dedicated to providing world-class service to our customers, and we believe that having a robust, well-organized knowledge base is critical to that goal. We are looking for someone who can take ownership of the knowledge management process and ensure it aligns with the needs of our fast-paced, technology-driven environment.
Duties and Responsibilities:
Create and Maintain Documentation: Develop comprehensive process guides, troubleshooting steps, user manuals, and FAQs that support service delivery teams in resolving customer issues quickly and effectively.
Collaborate with SMEs: Work closely with subject matter experts across technical and service teams to gather detailed information and translate complex concepts into clear, concise documentation.
Update Knowledge Base: Continuously update and refine documentation in the knowledge base to reflect changes in technology, processes, and customer requirements.
Ensure Documentation Accuracy: Conduct regular reviews and audits of knowledge base content to ensure accuracy, relevance, and compliance with industry standards.
Support Knowledge Management Initiatives: Assist in designing and improving the structure and accessibility of the knowledge base, ensuring it meets the needs of internal users and aligns with best practices.
Training Support: Provide training and guidance to service delivery teams on how to effectively use the knowledge base and access the necessary documentation to support their daily tasks.
Documentation Standardization: Implement and enforce consistency in document formatting, terminology, and structure across the knowledge base for a professional and uniform appearance.
User Feedback Management: Gather feedback from service delivery teams to continuously improve the usefulness and clarity of the knowledge base.
Cross-Functional Collaboration: Partner with product development, service delivery, and IT teams to ensure knowledge documentation aligns with product updates and service enhancements.
Process Improvement: Identify gaps in current documentation or areas for improvement and work proactively to fill those gaps, streamlining support processes.
Qualifications:
Education and Years of Experience:
Bachelor’s Degree in Data Science, Statistics, Computer Science, Information Systems, or a related field is required.
Advanced degrees such as a Master’s in Data Analytics or Business Intelligence are preferred but not mandatory.
2+ years of hands-on experience working with Domo for data visualization and analytics is preferred but not mandatory.
At least 2 years of experience with data analysis, SQL querying, and data reporting.
Familiarity with other data visualization tools like Tableau or Power BI is a plus.
Experience working with large datasets and conducting statistical analysis.
Required and Desired Skills/Certifications:
Atlassian Confluence: Proficiency in creating, maintaining, and organizing content in Confluence to manage the knowledge base.
Familiarity with other knowledge management systems like Zendesk, SharePoint, or ServiceNow is also beneficial.
Expertise in technical writing to develop user manuals, process guides, FAQs, and troubleshooting documentation.
Ability to break down complex technical concepts into clear, user-friendly documentation.
Skills in content organization and categorization, ensuring that information is easy to navigate and accessible to users.
Familiarity with metadata, tagging, and document linking to enhance the searchability of content.
Experience using collaborative tools such as Slack, Microsoft Teams, and Microsoft Outlook for gathering input and working with cross-functional teams.
Knowledge of documentation frameworks and the ability to create and implement standardized document templates for consistency across the knowledge base.
Proficiency in managing document versions and maintaining updated records of all content changes.
Understanding of user experience (UX) principles to ensure documentation is intuitive, actionable, and designed with the end-user in mind.
Basic knowledge of HTML and CSS to format documentation and create web-based content that is visually appealing and easy to navigate.
Familiarity with Managed Mobility Services (MMS) technologies and systems, including Mobile Device Management (MDM) tools like VMware Workspace ONE or Microsoft Intune.
Ability to document workflows, configurations, and troubleshooting steps related to MMS platforms.
Additional Requirements:
Prolonged Sitting: Must be able to sit for long periods while working at a computer workstation.
Repetitive Motions: Frequent repetitive movements such as typing on a keyboard and using a mouse.
Visual Focus: Ability to consistently focus on a computer screen for extended periods, with good near-vision capabilities.
Occasional Lifting: May need to lift objects such as laptops, documents, or small office equipment, usually weighing under 20 lbs.
Mobility: Able to move within an office environment, including attending meetings, and collaborating with team members.
Speaking and Listening: Clear verbal communication is essential, as is the ability to hear and understand instructions during meetings.
Manual Dexterity: Capable of handling office equipment and devices requiring fine motor skills (e.g., computer peripherals).
Mental Focus: Prolonged periods of concentration required for data analysis, error-checking, and report creation.
Frequent Typing: The job demands consistent and precise typing for inputting data, writing reports, and generating emails. Speed and accuracy in typing are crucial as it directly impacts productivity and data integrity.
Ability to Work in an Office Environment: Must be able to work a standard 40-hour week in a professional office setting. This includes the capability to commute reliably to and from the office, whether via personal or public transportation. Occasional overtime may be required based on project deadlines or business needs.
Min Citizenship Status Required: Must be a U.S. Citizen
Location: Cincinnati, OH
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.
No Agencies Please
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
#LI-EK1
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity:
At DMI, we are seeking a highly organized and detail-oriented Knowledge Base Documentation Specialist to join our Service Delivery team in a Managed Mobility Services (MMS) environment. In this role, you will be responsible for creating, managing, and updating technical documentation that supports internal teams and external customers. Your work will be essential in ensuring our service delivery teams have access to clear, accurate, and up-to-date information that enables them to efficiently support customers. This role requires a strong understanding of both technical content creation, and the workflows used by service teams in an MMS setting.
As the go-to resource for knowledge management, you will work closely with subject matter experts (SMEs), service delivery managers, and technical staff to gather information and transform it into easy-to-understand, actionable documentation. This includes developing process guides, troubleshooting steps, user manuals, FAQs, and other reference materials. Your contributions will help drive efficiency and customer satisfaction by ensuring teams have the knowledge and resources they need to succeed.
DMI is dedicated to providing world-class service to our customers, and we believe that having a robust, well-organized knowledge base is critical to that goal. We are looking for someone who can take ownership of the knowledge management process and ensure it aligns with the needs of our fast-paced, technology-driven environment.
Duties and Responsibilities:
Create and Maintain Documentation: Develop comprehensive process guides, troubleshooting steps, user manuals, and FAQs that support service delivery teams in resolving customer issues quickly and effectively.
Collaborate with SMEs: Work closely with subject matter experts across technical and service teams to gather detailed information and translate complex concepts into clear, concise documentation.
Update Knowledge Base: Continuously update and refine documentation in the knowledge base to reflect changes in technology, processes, and customer requirements.
Ensure Documentation Accuracy: Conduct regular reviews and audits of knowledge base content to ensure accuracy, relevance, and compliance with industry standards.
Support Knowledge Management Initiatives: Assist in designing and improving the structure and accessibility of the knowledge base, ensuring it meets the needs of internal users and aligns with best practices.
Training Support: Provide training and guidance to service delivery teams on how to effectively use the knowledge base and access the necessary documentation to support their daily tasks.
Documentation Standardization: Implement and enforce consistency in document formatting, terminology, and structure across the knowledge base for a professional and uniform appearance.
User Feedback Management: Gather feedback from service delivery teams to continuously improve the usefulness and clarity of the knowledge base.
Cross-Functional Collaboration: Partner with product development, service delivery, and IT teams to ensure knowledge documentation aligns with product updates and service enhancements.
Process Improvement: Identify gaps in current documentation or areas for improvement and work proactively to fill those gaps, streamlining support processes.
Qualifications:
Education and Years of Experience:
Bachelor’s Degree in Data Science, Statistics, Computer Science, Information Systems, or a related field is required.
Advanced degrees such as a Master’s in Data Analytics or Business Intelligence are preferred but not mandatory.
2+ years of hands-on experience working with Domo for data visualization and analytics is preferred but not mandatory.
At least 2 years of experience with data analysis, SQL querying, and data reporting.
Familiarity with other data visualization tools like Tableau or Power BI is a plus.
Experience working with large datasets and conducting statistical analysis.
Required and Desired Skills/Certifications:
Atlassian Confluence: Proficiency in creating, maintaining, and organizing content in Confluence to manage the knowledge base.
Familiarity with other knowledge management systems like Zendesk, SharePoint, or ServiceNow is also beneficial.
Expertise in technical writing to develop user manuals, process guides, FAQs, and troubleshooting documentation.
Ability to break down complex technical concepts into clear, user-friendly documentation.
Skills in content organization and categorization, ensuring that information is easy to navigate and accessible to users.
Familiarity with metadata, tagging, and document linking to enhance the searchability of content.
Experience using collaborative tools such as Slack, Microsoft Teams, and Microsoft Outlook for gathering input and working with cross-functional teams.
Knowledge of documentation frameworks and the ability to create and implement standardized document templates for consistency across the knowledge base.
Proficiency in managing document versions and maintaining updated records of all content changes.
Understanding of user experience (UX) principles to ensure documentation is intuitive, actionable, and designed with the end-user in mind.
Basic knowledge of HTML and CSS to format documentation and create web-based content that is visually appealing and easy to navigate.
Familiarity with Managed Mobility Services (MMS) technologies and systems, including Mobile Device Management (MDM) tools like VMware Workspace ONE or Microsoft Intune.
Ability to document workflows, configurations, and troubleshooting steps related to MMS platforms.
Additional Requirements:
Prolonged Sitting: Must be able to sit for long periods while working at a computer workstation.
Repetitive Motions: Frequent repetitive movements such as typing on a keyboard and using a mouse.
Visual Focus: Ability to consistently focus on a computer screen for extended periods, with good near-vision capabilities.
Occasional Lifting: May need to lift objects such as laptops, documents, or small office equipment, usually weighing under 20 lbs.
Mobility: Able to move within an office environment, including attending meetings, and collaborating with team members.
Speaking and Listening: Clear verbal communication is essential, as is the ability to hear and understand instructions during meetings.
Manual Dexterity: Capable of handling office equipment and devices requiring fine motor skills (e.g., computer peripherals).
Mental Focus: Prolonged periods of concentration required for data analysis, error-checking, and report creation.
Frequent Typing: The job demands consistent and precise typing for inputting data, writing reports, and generating emails. Speed and accuracy in typing are crucial as it directly impacts productivity and data integrity.
Ability to Work in an Office Environment: Must be able to work a standard 40-hour week in a professional office setting. This includes the capability to commute reliably to and from the office, whether via personal or public transportation. Occasional overtime may be required based on project deadlines or business needs.
Min Citizenship Status Required: Must be a U.S. Citizen
Location: Cincinnati, OH
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.
No Agencies Please
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
#LI-EK1
Reference: 200062946
https://jobs.careeraddict.com/post/95250562
Technical Documentation Analyst
Posted on Sep 15, 2024 by DMI
Cincinnati, OH
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time
About DMI:
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity:
At DMI, we are seeking a highly organized and detail-oriented Knowledge Base Documentation Specialist to join our Service Delivery team in a Managed Mobility Services (MMS) environment. In this role, you will be responsible for creating, managing, and updating technical documentation that supports internal teams and external customers. Your work will be essential in ensuring our service delivery teams have access to clear, accurate, and up-to-date information that enables them to efficiently support customers. This role requires a strong understanding of both technical content creation, and the workflows used by service teams in an MMS setting.
As the go-to resource for knowledge management, you will work closely with subject matter experts (SMEs), service delivery managers, and technical staff to gather information and transform it into easy-to-understand, actionable documentation. This includes developing process guides, troubleshooting steps, user manuals, FAQs, and other reference materials. Your contributions will help drive efficiency and customer satisfaction by ensuring teams have the knowledge and resources they need to succeed.
DMI is dedicated to providing world-class service to our customers, and we believe that having a robust, well-organized knowledge base is critical to that goal. We are looking for someone who can take ownership of the knowledge management process and ensure it aligns with the needs of our fast-paced, technology-driven environment.
Duties and Responsibilities:
Create and Maintain Documentation: Develop comprehensive process guides, troubleshooting steps, user manuals, and FAQs that support service delivery teams in resolving customer issues quickly and effectively.
Collaborate with SMEs: Work closely with subject matter experts across technical and service teams to gather detailed information and translate complex concepts into clear, concise documentation.
Update Knowledge Base: Continuously update and refine documentation in the knowledge base to reflect changes in technology, processes, and customer requirements.
Ensure Documentation Accuracy: Conduct regular reviews and audits of knowledge base content to ensure accuracy, relevance, and compliance with industry standards.
Support Knowledge Management Initiatives: Assist in designing and improving the structure and accessibility of the knowledge base, ensuring it meets the needs of internal users and aligns with best practices.
Training Support: Provide training and guidance to service delivery teams on how to effectively use the knowledge base and access the necessary documentation to support their daily tasks.
Documentation Standardization: Implement and enforce consistency in document formatting, terminology, and structure across the knowledge base for a professional and uniform appearance.
User Feedback Management: Gather feedback from service delivery teams to continuously improve the usefulness and clarity of the knowledge base.
Cross-Functional Collaboration: Partner with product development, service delivery, and IT teams to ensure knowledge documentation aligns with product updates and service enhancements.
Process Improvement: Identify gaps in current documentation or areas for improvement and work proactively to fill those gaps, streamlining support processes.
Qualifications:
Education and Years of Experience:
Bachelor’s Degree in Data Science, Statistics, Computer Science, Information Systems, or a related field is required.
Advanced degrees such as a Master’s in Data Analytics or Business Intelligence are preferred but not mandatory.
2+ years of hands-on experience working with Domo for data visualization and analytics is preferred but not mandatory.
At least 2 years of experience with data analysis, SQL querying, and data reporting.
Familiarity with other data visualization tools like Tableau or Power BI is a plus.
Experience working with large datasets and conducting statistical analysis.
Required and Desired Skills/Certifications:
Atlassian Confluence: Proficiency in creating, maintaining, and organizing content in Confluence to manage the knowledge base.
Familiarity with other knowledge management systems like Zendesk, SharePoint, or ServiceNow is also beneficial.
Expertise in technical writing to develop user manuals, process guides, FAQs, and troubleshooting documentation.
Ability to break down complex technical concepts into clear, user-friendly documentation.
Skills in content organization and categorization, ensuring that information is easy to navigate and accessible to users.
Familiarity with metadata, tagging, and document linking to enhance the searchability of content.
Experience using collaborative tools such as Slack, Microsoft Teams, and Microsoft Outlook for gathering input and working with cross-functional teams.
Knowledge of documentation frameworks and the ability to create and implement standardized document templates for consistency across the knowledge base.
Proficiency in managing document versions and maintaining updated records of all content changes.
Understanding of user experience (UX) principles to ensure documentation is intuitive, actionable, and designed with the end-user in mind.
Basic knowledge of HTML and CSS to format documentation and create web-based content that is visually appealing and easy to navigate.
Familiarity with Managed Mobility Services (MMS) technologies and systems, including Mobile Device Management (MDM) tools like VMware Workspace ONE or Microsoft Intune.
Ability to document workflows, configurations, and troubleshooting steps related to MMS platforms.
Additional Requirements:
Prolonged Sitting: Must be able to sit for long periods while working at a computer workstation.
Repetitive Motions: Frequent repetitive movements such as typing on a keyboard and using a mouse.
Visual Focus: Ability to consistently focus on a computer screen for extended periods, with good near-vision capabilities.
Occasional Lifting: May need to lift objects such as laptops, documents, or small office equipment, usually weighing under 20 lbs.
Mobility: Able to move within an office environment, including attending meetings, and collaborating with team members.
Speaking and Listening: Clear verbal communication is essential, as is the ability to hear and understand instructions during meetings.
Manual Dexterity: Capable of handling office equipment and devices requiring fine motor skills (e.g., computer peripherals).
Mental Focus: Prolonged periods of concentration required for data analysis, error-checking, and report creation.
Frequent Typing: The job demands consistent and precise typing for inputting data, writing reports, and generating emails. Speed and accuracy in typing are crucial as it directly impacts productivity and data integrity.
Ability to Work in an Office Environment: Must be able to work a standard 40-hour week in a professional office setting. This includes the capability to commute reliably to and from the office, whether via personal or public transportation. Occasional overtime may be required based on project deadlines or business needs.
Min Citizenship Status Required: Must be a U.S. Citizen
Location: Cincinnati, OH
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.
No Agencies Please
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
#LI-EK1
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity:
At DMI, we are seeking a highly organized and detail-oriented Knowledge Base Documentation Specialist to join our Service Delivery team in a Managed Mobility Services (MMS) environment. In this role, you will be responsible for creating, managing, and updating technical documentation that supports internal teams and external customers. Your work will be essential in ensuring our service delivery teams have access to clear, accurate, and up-to-date information that enables them to efficiently support customers. This role requires a strong understanding of both technical content creation, and the workflows used by service teams in an MMS setting.
As the go-to resource for knowledge management, you will work closely with subject matter experts (SMEs), service delivery managers, and technical staff to gather information and transform it into easy-to-understand, actionable documentation. This includes developing process guides, troubleshooting steps, user manuals, FAQs, and other reference materials. Your contributions will help drive efficiency and customer satisfaction by ensuring teams have the knowledge and resources they need to succeed.
DMI is dedicated to providing world-class service to our customers, and we believe that having a robust, well-organized knowledge base is critical to that goal. We are looking for someone who can take ownership of the knowledge management process and ensure it aligns with the needs of our fast-paced, technology-driven environment.
Duties and Responsibilities:
Create and Maintain Documentation: Develop comprehensive process guides, troubleshooting steps, user manuals, and FAQs that support service delivery teams in resolving customer issues quickly and effectively.
Collaborate with SMEs: Work closely with subject matter experts across technical and service teams to gather detailed information and translate complex concepts into clear, concise documentation.
Update Knowledge Base: Continuously update and refine documentation in the knowledge base to reflect changes in technology, processes, and customer requirements.
Ensure Documentation Accuracy: Conduct regular reviews and audits of knowledge base content to ensure accuracy, relevance, and compliance with industry standards.
Support Knowledge Management Initiatives: Assist in designing and improving the structure and accessibility of the knowledge base, ensuring it meets the needs of internal users and aligns with best practices.
Training Support: Provide training and guidance to service delivery teams on how to effectively use the knowledge base and access the necessary documentation to support their daily tasks.
Documentation Standardization: Implement and enforce consistency in document formatting, terminology, and structure across the knowledge base for a professional and uniform appearance.
User Feedback Management: Gather feedback from service delivery teams to continuously improve the usefulness and clarity of the knowledge base.
Cross-Functional Collaboration: Partner with product development, service delivery, and IT teams to ensure knowledge documentation aligns with product updates and service enhancements.
Process Improvement: Identify gaps in current documentation or areas for improvement and work proactively to fill those gaps, streamlining support processes.
Qualifications:
Education and Years of Experience:
Bachelor’s Degree in Data Science, Statistics, Computer Science, Information Systems, or a related field is required.
Advanced degrees such as a Master’s in Data Analytics or Business Intelligence are preferred but not mandatory.
2+ years of hands-on experience working with Domo for data visualization and analytics is preferred but not mandatory.
At least 2 years of experience with data analysis, SQL querying, and data reporting.
Familiarity with other data visualization tools like Tableau or Power BI is a plus.
Experience working with large datasets and conducting statistical analysis.
Required and Desired Skills/Certifications:
Atlassian Confluence: Proficiency in creating, maintaining, and organizing content in Confluence to manage the knowledge base.
Familiarity with other knowledge management systems like Zendesk, SharePoint, or ServiceNow is also beneficial.
Expertise in technical writing to develop user manuals, process guides, FAQs, and troubleshooting documentation.
Ability to break down complex technical concepts into clear, user-friendly documentation.
Skills in content organization and categorization, ensuring that information is easy to navigate and accessible to users.
Familiarity with metadata, tagging, and document linking to enhance the searchability of content.
Experience using collaborative tools such as Slack, Microsoft Teams, and Microsoft Outlook for gathering input and working with cross-functional teams.
Knowledge of documentation frameworks and the ability to create and implement standardized document templates for consistency across the knowledge base.
Proficiency in managing document versions and maintaining updated records of all content changes.
Understanding of user experience (UX) principles to ensure documentation is intuitive, actionable, and designed with the end-user in mind.
Basic knowledge of HTML and CSS to format documentation and create web-based content that is visually appealing and easy to navigate.
Familiarity with Managed Mobility Services (MMS) technologies and systems, including Mobile Device Management (MDM) tools like VMware Workspace ONE or Microsoft Intune.
Ability to document workflows, configurations, and troubleshooting steps related to MMS platforms.
Additional Requirements:
Prolonged Sitting: Must be able to sit for long periods while working at a computer workstation.
Repetitive Motions: Frequent repetitive movements such as typing on a keyboard and using a mouse.
Visual Focus: Ability to consistently focus on a computer screen for extended periods, with good near-vision capabilities.
Occasional Lifting: May need to lift objects such as laptops, documents, or small office equipment, usually weighing under 20 lbs.
Mobility: Able to move within an office environment, including attending meetings, and collaborating with team members.
Speaking and Listening: Clear verbal communication is essential, as is the ability to hear and understand instructions during meetings.
Manual Dexterity: Capable of handling office equipment and devices requiring fine motor skills (e.g., computer peripherals).
Mental Focus: Prolonged periods of concentration required for data analysis, error-checking, and report creation.
Frequent Typing: The job demands consistent and precise typing for inputting data, writing reports, and generating emails. Speed and accuracy in typing are crucial as it directly impacts productivity and data integrity.
Ability to Work in an Office Environment: Must be able to work a standard 40-hour week in a professional office setting. This includes the capability to commute reliably to and from the office, whether via personal or public transportation. Occasional overtime may be required based on project deadlines or business needs.
Min Citizenship Status Required: Must be a U.S. Citizen
Location: Cincinnati, OH
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.
No Agencies Please
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
#LI-EK1
Reference: 200062946
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