Process Doc Specialist

About the Role

We are looking for highly meticulous, organized candidates for the position of documentation specialist. Blackbaud powers social impact through purpose-driven technology and responsible AI.

Key Responsibilities

• Create, edit and maintain Support or Blackbaud end user documentation, which may include e-learning materials.
• Understand the business requirements, functional requirements or technical requirements of Support functions to identify improvements and develop documentation for internal and external users.
• Analyze adoption of Support documentation and tools to determine efficacy and prioritize improvements.
• Create new documentation or update existing documentation to accurately reflect changes in Support functions or processes.
• Research, review, and collect available technical information as basis for Support documentation.
• Suggest, refine and document improvements to Support documentation and processes.
• Outline a long-term Support documentation storage strategy.
• Ensure documentation integrity through regular audits of Support documentation.
• Control access to Support documentation.
• Create and maintain templates for documentation standards.
• Train employees on efficient documentation usage.
• Gain support of Support leadership on documentation and optimization strategies.
• Work with colleagues to ensure consistency of documentation practice across the Support team.
• Train Support employees on efficient documentation usage.
• Develop, prepare and maintain documentation or training pertaining to Support processes, systems operation, and other technical processes for use by Support team members and Blackbaud employees referencing Support information.
• Work with team members across the Support organization to ensure documentation for and about Support processes is accurate, organized and easily accessible.

Requirements & Tech Stack

• Outstanding organizational skills
• Multitasking ability
• Attention to detail
• Excellent written and verbal communication
• Ability to create relationships up, down and across organizations in order to gain buy-in