IT Documentation Specialist

San Francisco, CA

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 

Join our team! We’re building a world where Identity belongs to you.

The Business Technology Team

The Business Technology (BT) team at Okta is the internal IT organization responsible for the technology infrastructure, applications, and services that empower Okta employees globally. We partner across the business to deliver solutions that drive productivity, collaboration, and innovation. Effective financial management and operational discipline are critical to our success in enabling Okta's rapid growth and ensuring we operate efficiently.

The IT Documentation Specialist Opportunity

As a Documentation Specialist, you will play a vital role in creating, organizing, and maintaining clear, concise, and accurate documentation for our global IT support team and end-users they support. You will be responsible for transforming technical information into easily understandable guides, procedures, and knowledge articles. Your meticulous attention to detail and ability to collaborate effectively with various technical teams will be crucial in ensuring our support processes are efficient and our knowledge base is comprehensive and up-to-date.

What you’ll be doing 

  • Create and Maintain Documentation: Develop and revise a wide range of technical documentation, including troubleshooting guides, how-to articles, standard operating procedures (SOPs), training materials, and knowledge base articles.
  • Information Gathering: Collaborate with engineering teams, system administrators, and project managers to gather accurate and up-to-date information about systems, processes, and solutions.
  • Content Organization and Structure: Design and implement logical structures for documentation repositories, ensuring ease of navigation and searchability for support agents and end-users.
  • Writing and Editing: Write clearly, concisely, and accurately, adhering to established style guides and ensuring consistency across all documentation. Edit and proofread content for grammar, spelling, and technical accuracy.
  • Visual Aids: Incorporate diagrams, screenshots, and other visual aids to enhance understanding and clarity of documentation.
  • Version Control: Manage and track revisions to documentation, ensuring that the latest information is always readily available.
  • Documentation Review: Establish and manage a process for regular review and updates of existing documentation to maintain accuracy and relevance.
  • Training Support: Assist in the development of training materials for new support agents and contribute to ongoing knowledge sharing initiatives.
  • Tools and Technologies: Utilize and become proficient in documentation tools, knowledge base platforms, and content management systems. Experience or certification in AI prompt creation and use of relevant AI tools for content creation.
  • Identify Documentation Needs: Proactively identify areas where new or updated documentation is required based on support trends, new deployments, and feedback from the support team.

Cross-Functional Collaboration:

  • Engineering Teams: Work closely with engineers to understand new features, system changes, and technical details required for support documentation. You will translate complex technical information into user-friendly content.
  • System Administrators: Collaborate with system administrators to document infrastructure configurations, maintenance procedures, and troubleshooting steps related to system operations.
  • Project Managers: Partner with project managers to ensure that necessary support documentation is created and delivered as part of new project rollouts and system implementations.
  • Peers (Knowledge Administrator): Collaborate with the Knowledge Administrator to ensure consistency between documentation and the overall knowledge base strategy, contributing to tagging, categorization, and accessibility of information. You will work together to identify knowledge gaps and prioritize content creation.
  • Support Agents: Regularly interact with support agents to gather feedback on existing documentation, identify areas for improvement, and understand their documentation needs to optimize their efficiency.

What you’ll bring to the role

  • Excellent written and verbal communication skills.
  • Strong attention to detail and accuracy.
  • Ability to understand and explain complex technical concepts clearly and concisely.
  • Experience with documentation tools and content management systems (e.g., Confluence, SharePoint, Zendesk Guide, ServiceNow Knowledge Management).
  • Ability to work independently and as part of a global team.
  • Strong organizational and time management skills

#LI-BF1

#LI-Hybrid

Below is the annual base salary range for candidates located in California. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.   

The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $68,000—$102,000 USD

What you can look forward to as a Full-Time Okta employee!

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Some roles may require travel to one of our office locations for in-person onboarding.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

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Okta
The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 19,300 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

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