Job Summary

The Technical Documentation and Knowledge Management Specialist is responsible for creating, maintaining, and improving technical and operational documentation across systems, services, and processes. Working closely with technical and business teams, the role translates complex information into clear, accessible documentation for diverse audiences. It ensures knowledge repositories, operational procedures, and service continuity documentation remain accurate, current, and aligned with organisational changes. The role also drives documentation standards, knowledge management best practices, and operational readiness.

Key responsibilities:

• Create, review, maintain, and update technical and operational documentation, including system documentation, API documentation, integration guides, support procedures, and knowledge articles.
• Own and manage knowledge repositories and documentation platforms, ensuring content is accurate, accessible, well-structured, and up to date.
• Collaborate with developers, architects, product teams, service teams, and business stakeholders to gather information and drive continual documentation improvement.
• Translate complex technical concepts into clear, concise, and audience-appropriate documentation.
• Develop and maintain operational documentation, including runbooks, standard operating procedures, service transition materials, and knowledge articles.
• Produce and maintain documentation supporting incident management, major incident response, diagnosis, escalation, recovery, and service restoration activities.
• Maintain disaster recovery, business continuity, resilience, and service restoration documentation to support organisational readiness and compliance requirements.
• Ensure support and recovery documentation is regularly reviewed, tested, validated, and updated following changes to systems, infrastructure, or processes.
• Keep documentation aligned with software releases, infrastructure updates, service improvements, governance requirements, and operational best practices.
• Identify documentation gaps and drive standards, consistency, and continuous improvement in knowledge management practices.
• Support operational readiness by ensuring documentation required for live service support, incident response, service continuity, and recovery activities is complete, accessible, and regularly reviewed.