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- Tasks: Create and manage documentation for media technology operations.
- Company: Join WBD, a leader in iconic content and beloved brands.
- Benefits: Enjoy career-defining opportunities and curated benefits.
- Why this job: Be part of a dynamic team that supports creativity and innovation.
- Qualifications: Strong writing skills and attention to detail are essential.
- Other info: This role is onsite, fostering collaboration and teamwork.
The predicted salary is between 28800 - 48000 ÂŁ per year.
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When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the bringing our characters to life, the bringing them to your living rooms and the creating what’s next…
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Overview:
The Documentation Engineer position plays a critical role in the 24/7/365 operations of the business and the support of Media Technology and Operations customers. This position will be responsible for the creation, modification, and auditing of the department\’s knowledgebase, training, system, and procedural documentation. They will participate in onboarding new technologies and workflows in the GCC. They will coordinate with engineering partners to convert existing or create new procedural documentation for the GCC to use. They will also be responsible for creating training materials to cover new system rollouts and will be the team\’s first point of contact if existing documentation no longer works or needs to be updated. The Documentation Engineer will engage in the Incident and Major Incident processes, including auditing partner group queues, full lifecycle ticket hygiene, investigation of ticket data to find knowledge gaps, identifying incident trends resulting in knowledge generation, and ensuring proper resolution.
Responsibilities:
In the GCC, the Documentation Engineer will be responsible for curation of the GCC team\’s knowledge. This engineer will utilize the ServiceNow (ITIL) Knowledge platform to help streamline the team\’s system and procedural documentation. They will also need to utilize the team’s training site to edit and modify modules when the department onboards/offboards systems, as well as internal team documentation on our confluence page.
ITIL Knowledge Contribution Skills:
Creating and updating system documentation, training, processes and procedures.
Prioritization of Knowledge tasks with Knowledge team.
Auditing, Editing, and Review of Knowledge articles in an ITIL service tool.
Participate in collaboration with other teams for onboarding of systems into the GCC from a technical writing perspective.
Auditing, Editing, and Review training and onboarding modules.
Searching partner queues in SNOW for trends and potential new services for GCC support.
Searching partner queues in SNOW for trends and potential trending incidents that may require better documentation.
Report findings to Knowledge Engineers to assist in potential knowledge creation.
In the GCC, the Documentation Engineer will need excellent written and verbal communications skills. The following skills are strongly desired and/or required:
Technical Writing & General Skill Set:
Ability to pay attention to details
Strong written and oral communication skills
Ability to prioritize and execute tasks in a fast-paced environment
Willingness to take on new challenges and build on current skills
Exceptional analytical and conceptual thinking skills
Ability to multi-task
Analyze information required for the development or update of policy, procedure and form documentation.
Determine the clearest and most logical way to present information for greatest reader comprehension.
Meet with subject-matter experts to ensure specialized topics are appropriately addressed.
Review and/or copyedit content developed by other members of the team.
Fluency in technical and common office software, drafting software, and workflow building software types.
Ability to check all technical material for consistency and accuracy
Who We Are…
When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the bringing our characters to life, the bringing them to your living rooms and the creating what’s next…
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Overview:
The Documentation Engineer position plays a critical role in the 24/7/365 operations of the business and the support of Media Technology and Operations customers. This position will be responsible for the creation, modification, and auditing of the department\’s knowledgebase, training, system, and procedural documentation. They will participate in onboarding new technologies and workflows in the GCC. They will coordinate with engineering partners to convert existing or create new procedural documentation for the GCC to use. They will also be responsible for creating training materials to cover new system rollouts and will be the team\’s first point of contact if existing documentation no longer works or needs to be updated. The Documentation Engineer will engage in the Incident and Major Incident processes, including auditing partner group queues, full lifecycle ticket hygiene, investigation of ticket data to find knowledge gaps, identifying incident trends resulting in knowledge generation, and ensuring proper resolution.
Responsibilities:
In the GCC, the Documentation Engineer will be responsible for curation of the GCC team\’s knowledge. This engineer will utilize the ServiceNow (ITIL) Knowledge platform to help streamline the team\’s system and procedural documentation. They will also need to utilize the team’s training site to edit and modify modules when the department onboards/offboards systems, as well as internal team documentation on our confluence page.
ITIL Knowledge Contribution Skills:
Creating and updating system documentation, training, processes and procedures.
Prioritization of Knowledge tasks with Knowledge team.
Auditing, Editing, and Review of Knowledge articles in an ITIL service tool.
Participate in collaboration with other teams for onboarding of systems into the GCC from a technical writing perspective.
Auditing, Editing, and Review training and onboarding modules.
Searching partner queues in SNOW for trends and potential new services for GCC support.
Searching partner queues in SNOW for trends and potential trending incidents that may require better documentation.
Report findings to Knowledge Engineers to assist in potential knowledge creation.
In the GCC, the Documentation Engineer will need excellent written and verbal communications skills. The following skills are strongly desired and/or required:
Technical Writing & General Skill Set:
Ability to pay attention to details
Strong written and oral communication skills
Ability to prioritize and execute tasks in a fast-paced environment
Willingness to take on new challenges and build on current skills
Exceptional analytical and conceptual thinking skills
Ability to multi-task
Analyze information required for the development or update of policy, procedure and form documentation.
Determine the clearest and most logical way to present information for greatest reader comprehension.
Meet with subject-matter experts to ensure specialized topics are appropriately addressed.
Review and/or copyedit content developed by other members of the team.
Fluency in technical and common office software, drafting software, and workflow building software types.
Ability to check all technical material for consistency and accuracy
Onsite Working – This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.
How We Get Things Done…
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
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Documentation Engineer employer: Warner Bros Discovery
Contact Detail:
Warner Bros Discovery Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Documentation Engineer
✨Tip Number 1
Familiarise yourself with the ServiceNow (ITIL) Knowledge platform, as this is a key tool for the Documentation Engineer role. Understanding how to navigate and utilise this platform will give you an edge during the interview process.
✨Tip Number 2
Brush up on your technical writing skills by reviewing best practices in creating clear and concise documentation. Being able to demonstrate your ability to present information logically will be crucial in showcasing your fit for the role.
✨Tip Number 3
Engage with current trends in incident management and documentation processes. Showing that you are proactive about understanding industry standards can impress interviewers and highlight your commitment to continuous improvement.
✨Tip Number 4
Prepare to discuss your experience with collaboration across teams, especially in onboarding new systems. Highlighting specific examples of how you've worked with others to improve documentation will demonstrate your teamwork skills and adaptability.
We think you need these skills to ace Documentation Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical writing and documentation. Emphasise your skills in creating and auditing procedural documentation, as well as any experience with ITIL or ServiceNow.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role of Documentation Engineer. Mention specific examples of how you've successfully created training materials or improved documentation processes in previous roles.
Showcase Communication Skills: Since strong written and verbal communication skills are crucial for this position, consider including a brief section in your application that demonstrates your ability to convey complex information clearly and concisely.
Highlight Attention to Detail: Provide examples in your application that showcase your attention to detail. This could include instances where you identified knowledge gaps or improved existing documentation for better clarity and accuracy.
How to prepare for a job interview at Warner Bros Discovery
✨Showcase Your Technical Writing Skills
As a Documentation Engineer, your ability to create clear and concise documentation is crucial. Bring samples of your previous work or be prepared to discuss your writing process and how you ensure accuracy and clarity in your documents.
✨Familiarise Yourself with ITIL and ServiceNow
Since the role involves using the ServiceNow platform and ITIL practices, make sure you understand these concepts well. Brush up on how knowledge management works within ITIL and be ready to discuss how you've applied these principles in past roles.
✨Prepare for Collaboration Questions
The job requires working closely with engineering partners and other teams. Be ready to share examples of how you've successfully collaborated in the past, particularly in technical writing or documentation projects.
✨Demonstrate Your Problem-Solving Skills
You'll need to identify knowledge gaps and trends in incident data. Prepare to discuss specific instances where you've analysed data to improve documentation or processes, showcasing your analytical thinking and attention to detail.
