- Architected and managed the global ServiceNow knowledge base for the enterprise BCG helpdesk, transforming thousands of manual pages into a fully searchable HTML library.
- Partnered with regional application owners to draft technical support workflows, ensuring comprehensive documentation was established prior to onboarding new software to the service center.
- Audited and integrated live documentation updates flagged by international support agents across the US, Romania, and the Philippines to maintain global accuracy.
- Developed a standardized technical writing methodology to ensure complex software guides were easily executable by staff across all technical skill levels.