Documentation & Process Analyst

Cask is with you for what comes next.

At Cask, we understand that effective documentation and process management are essential for driving successful outcomes. We are seeking a Documentation & Process Analyst who will play a pivotal role in supporting that vision. In this hybrid role, you will be responsible for creating comprehensive technical documentation that empowers clients to fully leverage their applications while also gathering and maintaining business requirements to ensure they align with the client’s broader business objectives. Your work will be instrumental in shaping the path forward, providing clarity and structure to help clients navigate what comes next with confidence.

Primary Accountabilities:

• Technical Documentation: Provide comprehensive technical documentation that helps clients maximize their use of applications, supporting adoption and Organizational Change Management efforts
• Requirement Analysis: Document and maintain client business requirements, ensuring alignment with business objectives
• Content Development: Design, develop, and implement customized technical documents, including knowledge articles, user manuals, job aids, and tutorials
• User Stories & Process Documentation: Write clear, concise user stories and aid in the production of detailed process documents that accurately break down high-level requirements into actionable deliverables
• Quality Assurance: Review testing scenarios, refine test cases, and assist users in reviewing test results to ensure quality and adherence to requirements
• Cross-functional Collaboration: Work closely with client stakeholders, software developers, and team members to gather, interpret, and synthesize technical data throughout the content production process

Description:

• Technical Writing: Capture, edit, and manage screenshots, create consistent images, and develop user-friendly content for both technical and non-technical audiences
• Business Analysis: Conduct workflow analysis, process engineering, and requirement gathering to ensure the delivery of quality solutions that meet client needs
• Usability & Design Review: Review and refine designs for usability, ensuring that the end product is aligned with functional needs and user expectations
• Documentation Maintenance: Produce and maintain detailed system documentation, including design specs, maintenance guides, troubleshooting steps, deployment procedures, disaster recovery plans, tech notes, and testing documentation

Qualifications:

• Experience:
• 1-3 years of experience in business analysis that includes creation of content and documentation
• Experience working in professional services teams, IT, or business operations
• Proficiency in documenting business requirements, writing user stories, and creating complex workflow diagrams
• Experience capturing technical requirements and working with clients
• 1+ years of experience on the ServiceNow platform is preferred
• 2+ years of delivering in an Agile delivery methodology is preferred
• Skills:
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage multiple projects simultaneously in a fluid environment.
• Proficiency with Microsoft 365, SnagIt, and Google Workspace; HTML experience is a plus
• Familiarity with 508 Accessibility standards and WCAG compliance.
• Comfort with client-facing roles and the ability to engage in customer conversations effectively
• Problem-solving and the ability to support solutioning for complex problems
• Education/Certification:
• Associate's Degree in Information Technology, Business, or a related field; or an equivalent combination of education, training, and experience
• ITIL Foundations preferred

If you’re ready to contribute to meaningful client transformations, collaborate with cross-functional teams, and bring clarity to complex processes, then we want you on our team. Together, we’ll ensure that every step forward is supported by precision, transparency, and excellence.

Perks? Oh, yes.

Cask's success is based on our most valuable asset - our people. We offer a robust benefits package designed with your needs in mind. We are passionate about investing in our people. As lifelong learners, we support your continued education and career development through paid training, including ServiceNow certifications. We build in training dollars and hours into our annual plan for each and every employee so you have the time and resources available to stretch yourself.

We value diversity at our company. Cask is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

To learn more about Cask NX, please visit our website and check out our podcast series. Also be sure to follow us on LinkedIn, Facebook, and Twitter!

Cask NX LLC (“Cask NX”) collects and uses your personal information, including sensitive personal information, for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance/the business purposes listed in the chart HERE. We are committed to properly handling the personal information collected or processed in connection with your employment relationship with us. We will not sell the personal information, including any sensitive personal information, we collect about our employees or applicants for employment or share it with third parties for cross-context behavioral advertising.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

Note: Base salary range is $62,000 to $83,000. This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure and certifications; and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. The range listed is just one component of the total compensation package for employees.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.