Documentation Tools Support and Operations Specialist - SWIFT

La Hulpe offices

SWIFT is a global member-owned cooperative and the world's leading provider of secure financial messaging services.

We provide our community with a platform for messaging and standards for communicating, and we offer products and services to facilitate access and integration, identification, analysis and financial crime compliance.

Our messaging platform, products and services connect more than 11,000 banking and securities organisations, market infrastructures and corporate customers in more than 200 countries and territories, enabling them to communicate securely and exchange standardised financial messages in a reliable way.

As their trusted provider, we facilitate global and local financial flows, support trade and commerce all around the world; we relentlessly pursue operational excellence and continually seek ways to lower costs, reduce risks and eliminate operational inefficiencies.

Headquartered in Belgium, SWIFT's international governance and oversight reinforces the neutral, global character of its cooperative structure. SWIFT's global office network ensures an active presence in all the major financial centres.

Job summary

The SWIFT Documentation team is hiring a full-time Systems & Applications Management & Support Specialist to support the documentation team’s authoring environment.

We are looking for a quality-minded, stress-resistant professional with a strong interest or experience in support and management of a technical authoring environment.

Good interpersonal skills, communication, time management, and teamwork are key elements of the job.

We are working in a state-of-the-art XML-based documentation technology, together with a team-oriented working environment, and excellent opportunities for development.

Your role:

Provide first line documentation platform related tools support.Assist the colleague technical writers with the documentation authoring environment (Componize, oXygen, Acrocheck, diff, SharePoint, …). Document best practices and problem resolutions in SOPs and wikis.

Liaise with the tools/development team for more complex problem resolution.

Support the documentation team in CR management for documentation (use of JIRA, prioritization, story writing, CRRB organization and minutes, escalation).

Reporting using Google Analytics.

SharePoint / Knowledge Base maintenance and support to Customer Support Operations (CSO) colleagues.

SharePoint champion for documentation team.

Education

Preferably degree in IT or equivalent

Experience

2-4 years of experience in a similar position in a comparable technical environment.

SWIFT product knowledge or experience is an asset.

Professional knowledge and expertise

Authoring platform related:

Experience with structured writing or DITA is a plus.

Understanding and interest in structured writing platforms, document management systems - CCMS and/or XML editing.

Experience with HTML/SGML and XML editing.

SharePoint.

Experience with Cascading Style Sheets (CSS) and web-publishing is an asset.

General skills:

  • Interest in information management technology, tools and related industry best practices is a must.
  • The candidate must have a support, operations, and problem resolution mindset.
  • Flexibility and autonomy required to deal with changing priorities and urgencies in a support and operations environment.
  • Understanding of the overall SWIFT products and services portfolio.
  • Proven experience in problem solving. 

Location

You will work from the La Hulpe offices.