Learning and Development

• Focuses on knowledge creation and strategy for internal knowledge base: D Tools IT
• Technical Writing – creating and publishing FAQs, how-to articles, feature comparisons, and descriptions for request forms
• Knowledge Strategy – maintain a bird’s-eye view of all content in the knowledge base
• Design the knowledge base to remove redundancy and encourage regular updates
• Create images as needed for content; partner with graphic designers to implement CSS styles
• Track article views, search terms, and other data to make decisions on new or updated content
• Ensure new and updated articles are made available to international teams
• Monitor reports from the IT service portal, Help Desk team, and internal social media
• Email, support channels, bugs, new feature announcements
• Test and provide feedback on new functionality and QA support during upgrades

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