Senior Process & Procedural Documentation Specialist

• Own and shape process documentation that impacts national-scale infrastructure
  projects


• Your work directly supports over 2,500 schools and 855,000 learners across
  Aotearoa.


• Flexible ways of working


• CBD Location close to train and bus locations

About Us
We are a crown owned technology company that provides faster, safer internet for Aotearoa New Zealand’s schools and kura, with an aim to improve digital learning experiences and educational outcomes for all.

Since 2012 we have grown to support over 2,500 schools, operating one of the largest broadband networks in Aotearoa New Zealand, meeting the connectivity and cybersecurity needs of 900,000+ ākonga and kaiako and accounting for nearly 25% of the country’s daytime business internet traffic.

But we’re so much more than that
We’re building tomorrow, through innovation!
We use diverse technologies to take a creative approach to delivering meaningful outcomes
for schools and kura.

About the Role
We’re on the lookout for a Senior Process & Procedural Documentation Specialist to join our Customer Operations team on a short-term contract through to December 2025.

You’ll play a key role in mapping and documenting operational processes across our MN3 programme—turning complex workflows into clear, structured procedures and training materials that empower our teams. While technical writing is part of the job, this role goes deeper, requiring you to interpret and translate end-to-end operational processes into practical documentation that drives clarity, consistency, and readiness across the business.

You’ll be working alongside senior stakeholders and technical specialists in a high-trust environment where you’ll have the autonomy to deliver outcomes with speed and precision.  This is a great opportunity for someone who thrives in fast-paced settings, enjoys owning documentation projects from concept to delivery, and has a knack for simplifying the
complex.

Key Responsibilities:

• Collaborate with PMO to set milestones, acceptance criteria and success measures.


• Run product trials and data‑driven experiments to validate customer value.


• Guide multi‑disciplinary Scrum teams through the full SDLC in an Agile environment.


• Lead technical and commercial engagements with vendors, ensuring cost, performance
  and security targets are met.


• Produce architecture artefacts and knowledge‑share across the Digital team.


• Keep a close eye on emerging tech and the competitive landscape to maintain our edge.
  

What you will need to be successful:

• Map end-to-end business processes across the MN3 programme using tools like Visio,
  Miro, or Lucidchart


• Translate process maps into detailed, user-friendly procedural documentation and
  operational guides


• Create and maintain training materials and checklists to support Tier 1 and Tier 2
  helpdesks, and network engineers


• Support the existing technical writing function by contributing to the development of
  technical documents and user guides


• Work collaboratively with internal stakeholders across Customer Operations to gather
  insights, validate processes, and ensure documentation aligns with operational reality


• Apply established standards and templates to ensure consistency and quality across all
  documentation outputs


• Manage multiple documentation projects, balancing priorities and delivering work within
  agreed timeframes


• Continuously review, edit, and improve existing documentation to ensure accuracy and
  relevance


• Provide documentation-related support to internal teams and contribute to onboarding
  and knowledge transfer initiatives

About you:
You are comfortable in environments with a high degree of cross-collaboration and working across multiple work streams.

Applications Close:  18 July 2025