Documentation Engineer

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

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 storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers 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 www.wbd.com/guiding-principles/ 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.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.