Job Summary: We are seeking a professional to standardize, structure, and maintain the operational information of the service, documenting processes and supporting knowledge management. Key Highlights: 1. Joining a leading company in engineering and consulting 2. Continuous training in languages and technical disciplines 3. Multiple measures to balance personal and professional life A leading engineering and consulting firm specializing in sustainable mobility and digital transformation INCO has spent 55 years designing comprehensive, innovative, and technology-driven solutions that have advanced a new model of mobility—more sustainable and safer. These solutions directly contribute to improving the quality of life for millions of people. With a multidisciplinary team of over 6,000 professionals, the company operates across all continents, deploying its expertise and capacity to tackle technically complex projects thanks to specialized knowledge and application of the most advanced and cutting-edge technologies. Responsibilities Standardize, structure, and keep up-to-date the operational information of the service, ensuring it accurately reflects the reality of support and aligns with the Service Catalogue. Formalize, document, and monitor defined processes under the Coordinator’s supervision. Main Responsibilities: * Drafting, maintaining, and updating technical and operational documentation for services (descriptions, manuals, FAQs, procedures, known errors and issues) in collaboration with technical levels N1, N2, and specialized areas. * Periodic review of technical and operational procedures to ensure their validity. * Documentation of change management for existing services. * Drafting corrective actions and continuous improvement initiatives defined for different support levels. * Ensuring traceability of document changes and their proper dissemination to the team. * Providing documentary support, together with the Coordinator, for the inclusion of new services in the Catalogue, as well as associated training. * Ensuring documentary consistency across various repositories (wikis, shared folders, ITSM). * Documenting monitoring area processes. * Collaborating in the review of communication and escalation plans. * Preparing minutes and documentation of meetings with technical teams and the Management Unit. * Keeping the Change Calendar updated, in coordination with the Management Unit and other departments. * Documenting transfer of competencies between support levels based on lessons learned and reusable content. * Documenting functional changes in services and modifications in behavior, scope, or usage conditions. * Documenting interventions on infrastructure components or other common services. Requirements Experience in: * At least 2 years’ experience in drafting, reviewing, and maintaining technical, operational, and procedural documentation. * At least 2 years’ experience using document management tools, including approval workflows and version control. Desirable Experience: * At least 1 year’s experience generating reports from ITSM or BI tools. * Knowledge of ITIL and ISO 20000, oriented toward process standardization and continuous improvement. * At least 1 year’s experience defining, controlling, and monitoring indicators (KPIs, SLAs, OLAs). * General knowledge of systems, networks, databases, and distributed applications. * At least 1 year’s experience automating metrics and generating reports. // Years of experience in this role: > 2 years // Qualification: Other university studies – Bachelor’s Degree in Library and Information Science; Other university studies – Others // What We Offer What can we offer you? Join a leading public-sector company in transport engineering and consulting, with over 6,000 professionals. We offer flexible benefits tailored to each individual. Continuous training. At INECO, we provide language training and technical discipline training required to advance your professional career. Work-life balance. We offer multiple work-life balance measures. Access to numerous exclusive discounts and promotions for our professionals. Being part of a company like INECO means opportunity: the wide range of offerings enables you to develop your professional trajectory in the area best aligned with your interests, while also learning across various company departments. At INECO, we invest in talent by fostering challenging and stimulating work environments that promote the personal and professional development of our employees, guaranteeing adherence to principles of equality, merit, and capability, as well as transparency, objectivity, and equal opportunity. At INECO, we are committed to environmental protection and mitigating the effects of climate change, and we embrace the challenge of the 2030 Agenda and its 17 Sustainable Development Goals (SDGs). Since 2008, we have adhered to the United Nations Global Compact’s Ten Principles, which are based on respect for and promotion of human rights, labor rights, environmental protection, and anti-corruption.