I am responsible for creating and maintaining knowledge base and training content for a new online customer support portal, and for helping to drive uptake of the portal by customers and internal users.I plan and deliver the creation of knowledge base content for ION’s Fidessa trading software, working with internal customer training and support teams to define and prioritise content requirements. I author new knowledge articles myself and assist internal specialists in creating content.I monitor the process of content creation and report to key stakeholders on progress. I ensure that support content is kept accurate and up-to-date by reviewing new releases and liaising with Product Management and Development teams to capture product changes in the knowledge base.I am responsible for internal standards for support content and maintain an internal style guide for content authors. This describes approved terminology, formatting and grammar standards and also defines a content model for support knowledge articles.I have established a standard workflow for content review to ensure adherence to internal standards and technical accuracy (including reviews by product specialists where necessary).I have also supported the process of onboarding customers to the new portal in a number of ways, including by providing ‘getting started’ documentation for new users and by communicating with affected internal stakeholders. I am a main point of contact for queries on portal content and functionality from both internal users and customers.I track the usage of the portal and the effectiveness of support content using both Google Analytics and support ticket data from our internal ITSM platform. I have set up a range of Power BI reports to aggregate and display this data and I use these reports both to keep internal stakeholders informed on portal usage and to inform content decisions.

Responsible for creating and maintaining technical, support and user documentation for Mizuho’s in-house applications. Wrote for a range of audiences, including IT, Operations and Front-Office staff. Created documentation for a number of major releases, including a new payments platform for Mizuho’s European offices and an internal data gathering and reconciliation suite for regulatory reporting. Worked with a range of technologies and frameworks including SQL Server and IBM Integration Bus. Worked to ensure quality and consistency across all technical documentation by creating standard document templates and establishing a style guide. Primary SharePoint admin for the development team and a general SharePoint resource for other IT teams. Amongst other changes, I created a wiki library for internal developer information and migrated existing content from a variety of other sources (for example, handover documents). Encouraged colleagues to read and contribute to wiki content by providing links to new team members and creating quick guides to SharePoint authoring. Responsible for maintaining the development team’s internal process documentation. As part of an IT risk management initiative, reviewed head office standards for software development process documentation, and carried out a gap analysis against the team’s current templates to identify areas where additional documentation might be required.

Responsible for creating and maintaining user documentation for Trayport's range of energy trading software. Worked closely with a number of development teams, mainly within the Scrum framework. Produced documentation in PDF and HTML format using Author-it and MS Word. Worked on a major update of the online help for Trayport's core energy trading screen product, involving extensive updates to content, styles and formatting. Created video guides to key product features, using both Adobe Captivate and Camtasia Studio.Provided maternity cover for the Documentation Team Lead role and undertook a range of tasks including recruitment and induction of new team members, planning and delivering team strategic objectives (such as migrating to SharePoint) and providing guidance on best practices.

Responsible for creating and updating user documentation for a variety of data management software products. I created and updated single-sourced user assistance in a range of formats, including HTML Help and PDF, primarily using MadCap Flare. I have worked within software project teams (including some globally distributed teams) under both RUP and Scrum frameworks.Projects I worked on during my time at Experian QAS include:The integration of UK AddressBase Premium data into QAS products. This was a major undertaking, involving several separate projects, and was crucial in retaining key public sector clients. I worked to document both the dataset itself, and also extensive updates to product functionality.The development of a new back-office data standardization product. This required me to work closely with a globally-distributed team to provide API and configuration documentation.The release of French Hexaligne data for Experian QAS address search products in the EMEA region. This required me to produce content for localisation into French, and to integrate the localisation work into project timelines.Regular maintenance releases (responding to customer requests) on a range of different Experian QAS products.

In this role I was responsible for marketing subscriptions on a range of IPC Media's lifestyle magazine titles. My tasks included; writing and proof-reading copy for print and web advertising, monitoring subscriptions data and assessing the performance of individual promotions, and working closely with stakeholders from other areas of the business in order to keep them updated on subscriptions activities, and to carry out new initiatives.

Responsible for global marketing activity for various specialist academic book lists. My tasks included; planning an annual marketing schedule and allocating budget to individual campaigns, designing marketing materials and liaising with external suppliers to ensure that they were produced within budget and to house standards, writing marketing copy for print and web, including short marketing 'blurbs' for books in my subject areas, and working closely with colleagues and authors to plan campaigns.