structure Knowledge Base Articles (KBAs) Document troubleshooting guides, support processes, and escalation matrices Ensure high-quality documentation aligned with enterprise standards High-Level Documentation (Confluence) Build a clear overview of the IT retail landscape across multiple countries Document store estate, operational models, and support flows Maintain documentation as a living … communication skills Technical & functional experience Knowledge of IT support operations, incident management, and service transition Experience working with tools such as ServiceNow and Confluence Understanding of application landscapes, vendors, and integrations Soft skills Strong stakeholder management and communication skills Ability to extract and structure tacit knowledge High adaptability and resilience ...