Documentation Specialist

Get to know Okta
Okta is The World's Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we're looking for lifelong learners and people who can make us better with their unique experiences.

Join our team We're building a world where Identity belongs to you.

About the Role:
As a Documentation Specialist, you will play a vital role in creating, organizing, and maintaining clear, concise, and accurate documentation for our global IT support team and end-users they support. You will be responsible for transforming technical information into easily understandable guides, procedures, and knowledge articles. Your meticulous attention to detail and ability to collaborate effectively with various technical teams will be crucial in ensuring our support processes are efficient and our knowledge base is comprehensive and up-to-date.

Responsibilities:

• Create and Maintain Documentation: Develop and revise a wide range of technical documentation, including troubleshooting guides, how-to articles, standard operating procedures (SOPs), training materials, and knowledge base articles.
• Information Gathering: Collaborate with engineering teams, system administrators, and project managers to gather accurate and up-to-date information about systems, processes, and solutions.
• Content Organization and Structure: Design and implement logical structures for documentation repositories, ensuring ease of navigation and searchability for support agents and end-users.
• Writing and Editing: Write clearly, concisely, and accurately, adhering to established style guides and ensuring consistency across all documentation. Edit and proofread content for grammar, spelling, and technical accuracy.
• Visual Aids: Incorporate diagrams, screenshots, and other visual aids to enhance understanding and clarity of documentation.
• Version Control: Manage and track revisions to documentation, ensuring that the latest information is always readily available.
• Documentation Review: Establish and manage a process for regular review and updates of existing documentation to maintain accuracy and relevance.
• Training Support: Assist in the development of training materials for new support agents and contribute to ongoing knowledge sharing initiatives.
• Tools and Technologies: Utilize and become proficient in documentation tools, knowledge base platforms, and content management systems. Experience or certification in AI prompt creation and use of relevant AI tools for content creation.
• Identify Documentation Needs: Proactively identify areas where new or updated documentation is required based on support trends, new deployments, and feedback from the support team.

Cross-Functional Collaboration:

• Engineering Teams: Work closely with engineers to understand new features, system changes, and technical details required for support documentation. You will translate complex technical information into user-friendly content.
• System Administrators: Collaborate with system administrators to document infrastructure configurations, maintenance procedures, and troubleshooting steps related to system operations.
• Project Managers: Partner with project managers to ensure that necessary support documentation is created and delivered as part of new project rollouts and system implementations.
• Peers (Knowledge Administrator): Collaborate with the Knowledge Administrator to ensure consistency between documentation and the overall knowledge base strategy, contributing to tagging, categorization, and accessibility of information. You will work together to identify knowledge gaps and prioritize content creation.
• Support Agents: Regularly interact with support agents to gather feedback on existing documentation, identify areas for improvement, and understand their documentation needs to optimize their efficiency.

Qualifications:

• Bachelor's degree in Technical Writing, Communications, Computer Science, or a related field.]
• 2-5 years of experience in technical writing or documentation.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to understand and explain complex technical concepts clearly and concisely.
• Experience with documentation tools and content management systems (e.g., Confluence, SharePoint, Zendesk Guide, ServiceNow Knowledge Management).
• Ability to work independently and as part of a global team.
• Strong organizational and time management skills.
• [Optional: Experience with specific software or technologies relevant to the company.]

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What you can look forward to as a Full-Time Okta employee

• Amazing Benefits
• Making Social Impact
• Developing Talent and Fostering Connection + Community at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today

Some roles may require travel to one of our office locations for in-person onboarding.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

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