Documentation Specialist

US-OH-Cleveland
3 months ago
Job ID
2017-3389
# Positions
1
Experience (Years)
1
Category
Customer Service/Support

Company Overview

MCPc is a technology logistics company that helps clients empower their employees to work from anywhere and on any device through innovative end point computing architectures.

 

The company’s heritage as a top 100 solution integrator and unique anyplace workspace ideology has positioned it to become a thought leader in the rapidly expanding next generation Internet of Things (IoT) marketplace.

 

As customers continue to expand their use of connected devices, MCPc will also continue to deploy and develop enhanced services around managing the intelligent device life-cycle in a proactive and efficient fashion. Headquartered in Cleveland and with branch locations across the Midwest, MCPc provides custom solutions for the three biggest issues facing customers today: Logistics, the Secured Client and Workspace Transformation. These three offerings make up the core of the Anyplace Workspace ®, our answer to the Internet of Things and PC-as-a-Service.

 

MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure MCPc is holding itself to the highest level of security, as a trusted and premier endpoint solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.

 

As a NorthCoast 99 winner for 8 consecutive years, MCPc is consistently recognized as one of Northeast Ohio’s best places to work. MCPc offers a comprehensive benefits package which includes optional Medical, Dental, Vision, Short Term Disability, 401k, Voluntary Life Insurance (for you and your family), Group Accident and Critical Illness Insurances as well as company-paid Life and Long Term Disability Insurances. We also offer Paid Time Off, Paid Holidays, a Wellness Program and other perks to take advantage of through our strategic partnerships!

Position Overview

The Documentation Specialist is responsible for creating workflow diagrams, work instructions, and other documents in support of ongoing or new customer business.  The Documentation Specialist will also be responsible for updating existing work instructions, work flow diagrams, and assist with maintaining quality control check lists and process improvement. 

Responsibilities

  • Core process documentation
  • Identification of process gaps or variations
  • Involved in process improvement strategies and implementations
  • Identify, analyze and improve upon existing business processes
  • Develop and update an EUC project playbook
  • Update EUC Sales collateral
  • Utilize collected information to document employee and project onboarding
  • Prepare a  quarterly review of updated documents and processes
  • Work closely with other members of the CSI Team to document processes and update existing documentation

Qualifications

Skills and Attributes Required:

  • Excellent interpersonal, organizational, and communication skills.
  • Knowledge of service and incident management, testing and quality procedures.
  • General experience with knowledge management tools and process documentation.
  • Demonstrated ability to effectively multitask in a fast-paced changing environment.
  • Ability to work independently and to sustain positive relationships with team members, managers and customers.
  • Organized with a willingness to approach challenges in a manner that meets or exceeds customer expectations.
  • Demonstrated ability to manage multiple priorities of low complexity.
  • Aptitude to learn various IT disciplines at a moderately complex level.
  • Knowledge of DMAIC a plus
  • Must have experience working with Microsoft Excel, Word, and Visio.
  • Attention to detail and a strong work ethic required.

Qualifications:

 

Experience writing documentation and mapping processes is beneficial.  An individual hired into this position may be expected to pursue the appropriate certifications (including those not listed in this job description) as detailed by immediate supervisor within the first year of employment.

 

Experience and Educational Requirement:

 

  • A High School Diploma or GED, with a minimum of 2 years of experience that is directly related to the duties and responsibilities specified.
  • Reliable transportation to travel to other work locations.

 

Physical Requirements:

 

The Documentation Specialist position requires the ability to type, work from a computer monitor, communication (written and verbal) and read basic work instructions are a requirements.


 

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