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Information Systems Applications Analyst 1 - Documentation Specialist

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Information Systems Applications Analyst 1 - Documentation Specialist

Salary

$68,930.00 - $89,603.00 Annually

Location

Nashville, TN

Job Type

Full-Time Civil Service

Job Number

25286E

Department

Information Technology Services

Division

Customer Support Services

Opening Date

07/18/2025

Closing Date

7/25/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

Position Description

We are seeking a detail-oriented and proactive Information Systems Applications Analyst 1 - Documentation Specialist to join our team. This role plays a central part in maintaining and enforcing the organization’s Knowledge Management process and ensuring that high-quality documentation is created and maintained to support ongoing project work.

The ideal candidate will work cross-functionally with development teams, business stakeholders, and end users to assess documentation needs, create clear and accurate materials, and promote the adoption of knowledge sharing best practices. In addition, this position supports the quality assurance and testing process, ensuring that documentation aligns with system functionality and user requirements.

Metro Information Technology Services (ITS) is the central IT provider for the 60 departments and agencies of the Metro Government with a mission to “lead the delivery of exceptional technology, service, and solutions.” ITS staff members deliver 33 separate service lines to our partners within Metro Government. These services support the delivery of services to Nashville’s residents and visitors. In addition to Metro’s generous healthcare and pension benefits, ITS fosters a positive work/life balance through policies including remote work and flexible scheduling options.

Information Technology Services (IT) is a 24x7 information technology shop. Applicants must be willing and available to perform duties as required by the job. Due to the nature of the work, this job will require hours beyond normal work hours.

*Your resume must be attached to the application in order to be considered*

* This listing will expire in six (6) months*

Typical Duties

Knowledge Management and Documentation

+ Enforce organizational Knowledge Management standards and processes across teams.

+ Review, revise, and publish knowledge articles to ensure accuracy, clarity, and consistency.

+ Collaborate with teams to identify documentation gaps and create user-facing and technical documentation, including process guides, FAQs, and system instructions.

+ Establish and maintain an annual documentation review and recertification process.

• Project-Based Documentation Support

+ Partner with project teams to gather requirements and produce supporting documentation aligned with new or updated functionality.

+ Ensure all project-related documentation is current, accessible, and aligned with KM best practices.

• Quality Assurance and User Acceptance Testing (UAT)

+ Assist in the development and execution of test plans, scripts, and UAT scenarios.

+ Work with business stakeholders to define UAT acceptance criteria and support user validation.

+ Document test results and contribute to overall quality improvements in product delivery.

• Collaboration and Communication

+ Liaise with product owners, developers, and project managers to understand system changes and user needs.

+ Attend Agile ceremonies including sprint planning, standups, and retrospectives.

+ Clearly communicate documentation standards and promote consistent documentation practices.

• Continuous Improvement

+ Recommend and implement improvements to documentation processes and Knowledge Management workflows.

+ Stay current on Knowledge Management strategies and trends.

Minimum Qualifications

Any combination of education and experience that would prepare the incumbent to perform the duties of the position at the appropriate level. Employees would typically have two (2) years of related experience using ITSM Tools and Microsoft Office 365.

*Additional experience may be considered in lieu of education (1:1 Ratio)*

Candidates with accreditations earned in a foreign institute are encouraged to apply.

Candidate must receive and maintain a status of “pass” from Metro Nashville Police Department (MNPD) background check.

Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.

Preferred Experience, Knowledge, Skills, and Abilities

+ Two (2) years of experience using Service Management Automation X ( SMAX) ITSM Tool and Adoption Readiness Tool (ART)

We are an equal opportunity employer. All individuals, regardless of personal characteristics, are encouraged to apply. Metro Nashville is committed to selecting the most qualified candidate for each of our roles.

Metro Nashville Government respects the religious beliefs and practices of all employees and will make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations.

Requests for ADA or other protected accommodations for the recruitment process should be directed to Human Resources at 615-862-6640.

Full-time, Civil Service positions -

10 Vacation Days per year (increasing after 5 years of service)

1 Sick Day per month

12 Paid Holidays per year

Public Safety - Sworn and Civilian positions -

20 vacation days per year

3 Personal days per year

1 Sick Day per month

12 paid holidays per year

Part-time, Non Civil Service positions - Visit HR and Benefits webpages for more information.

Full-time, Non Civil Service positions - contact hiring department for benefits information

Seasonal/Temporary positions - no benefits offered.

01

What is the highest level of education you have completed?

+ No diploma

+ High School Diploma or equivalent

+ Associate's Degree

+ Bachelor's Degree

+ Master's Degree

02

How many years of related experience using ITSM Tools and Microsoft Office 365 do you have?

+ No experience

+ 1 year

+ 2 years

+ 3 years

+ 4 years

+ 5 years

+ 6 years or more

03

Describe your experience using ITSM Tools and Microsoft Office 365. If none, type N/A.

04

How many years of experience using Service Management Automation X (SMAX) ITSM Tool and Adoption Readiness Tool (ART) do you have?

+ No experience

+ Less than 1 year

+ 1 year

+ 2 years or more

05

Describe your experience using Service Management Automation X (SMAX) ITSM Tool and Adoption Readiness Tool (ART). If none, type N/A.

Required Question

Employer

Metropolitan Government of Nashville & Davidson County

Address

Human Resources Department 700 President Ronald Reagan Way, Suite 201 Nashville, Tennessee, 37210

Phone

(615) 862-6640

Website

http://www.nashville.gov/Human-Resources/Employment-Opportunities.aspx

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