IT Business Analyst/ Writer in Tech (Manila, PHP)

Permanent / Full-time/ Hybrid

Location: Pasig City, Manilla, Philippines

POSITION OVERVIEW:

We are seeking a detail-oriented and highly skilled Technical Writer/ Business Analyst to join our dynamic team. This role will be pivotal in preparing comprehensive procedural manuals and technical documentation that enhance customer on-boarding, delivery, and operational efficiency. The ideal candidate will possess a strong understanding of technical writing, business analysis, and compliance standards within the Technology or Telecom industry.

Key Responsibilities:

• Documentation Development and management: Prepare procedural manuals and technical documentation for service request management, incident management, change management, problem management, etc. under ITSM framework

• Standard Operating Procedures: Create and maintain standard operating procedures (SOPs), work instructions, and other documentation that ensures consistency, compliance, and efficiency across teams.

• Technical Accuracy: Ensure technical accuracy in user-facing and internal documentation, translating complex concepts into user-friendly language.

• Cross-functional Collaboration: Work closely with developers, engineers, and product managers to produce comprehensive documentation essential for provisioning, operations, and engineering support.

• High-Quality Document Creation: Develop, write, and edit high-quality technical documents that meet organizational standards.

• Information Gathering: Collaborate with cross-functional teams and conduct interviews with subject matter experts (SMEs) to accurately capture essential technical information.

• Compliance and Standards: Ensure documentation complies with relevant ISO standards and internal policies, maintaining version control of all documents.

• Process Improvement: Assess business processes, conduct analysis, identify improvement opportunities, and document departmental requirements to optimize existing or devise new processes.

• Presentation and Communication: Create and present findings to share insights with the team and communicate strategies clearly to cross-functional teams.

Required Qualifications:

• Educational Background: Bachelor’s degree or higher in Information Systems, Information Technology, Computer Science, or a related field.

• Experience: 3-8 years of experience as a Business Analyst, Technical Writer, or Engineer, with at least 2 years in technical writing for software, IT, or network-related products.

• Standardization Knowledge: Must have a good understanding of ITSM, ISO 9001 and ISO 27001 standards, particularly in documentation and compliance requirements.

• Communication Skills: Excellent verbal and written communication skills with a keen eye for detail, clarity, and user experience.

• Analytical Skills: Must have strong research and analytical skills to comprehend technical systems and workflows; superb problem-solving abilities.

• Technical Proficiency: Proficiency in Microsoft Office Suite, Google Docs, and digital analytics tools.

• Language: Must have advanced-level English skills, both written and spoken.

ABOUT US:

PCCW Global is a leading communications service provider, offering the latest mobility, voice and data solutions to multinational enterprises, telecommunications partners, cloud and application service providers.

Our truly global coverage combined with local on-the-ground knowledge has helped us build best-in-class global connections linking Africa, the Americas, Asia Pacific, Europe and the Middle East.

Our network supports a portfolio of integrated communications services including connectivity, applications, and tailored solutions integrated and orchestrated by Console Connect, the PCCW Global on-demand digital Software Defined Interconnection ® platform, one of the first global platforms to fully automate switching and routing of all communications for seamless interconnection.

*** No visa sponsorship is available for this position ***

PCCW is an equal-opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies, a copy of which will be provided immediately upon request.

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