Lisha D.
Senior Technical Writer
Bengaluru
Summary
I am a highly collaborative Technical Writer eager to apply my expertise in documenting both complex hardware and sophisticated software solutions within uniquely global and technology-driven environment. I thrive on the challenge of scaling documentation quality alongside engineering velocity, ensuring that innovative products from cloud services to consumer hardware are accessible and successful for a massive user base.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Senior Technical Writer
ServiceNow
Bangalore, Karnataka
03.2026 - Current
- Authored DITA-based SaaS documentation for ServiceNow FSC applications, simplifying installation and configuration. Provided workflow guidance across five products: accounts receivable, finance case management, supplier lifecycle operations, purchase order management, and source-to-pay.
- Led creation of a comprehensive PaaS documentation portal, reducing developer onboarding time by 30% and support tickets by 25% through API documentation and tutorials.
- Accelerated DITA XML authoring by piloting Al-powered drafting in Oxygen XML Author, reducing documentation time by 30%; leveraged Claude, GitHub Copilot, and MCP for automated drafting, style audits, transcript conversion, and quality checks.
- Improved DITA content discoverability across 100+ DITA topics through content quality, SEO optimization, and metadata restructuring; implemented Oxygen Al Positron, reducing style guide violations by 25% and editorial review and proofreading time by 15%.
- Documented complex Al and Al Search workflows using Topic-Based Authoring, translating technical concepts into clear user guides to improve end-user comprehension and adoption of Al capabilities.
- Overcame critical product-update challenges by implementing modular documentation and semantic modeling, refactoring manuals into a single master topic to achieve 100% accuracy and consistency while eliminating repetitive manual edits.
Technical Writer
Bottomline Technologies
Bangalore, Karnataka
11.2022 - 11.2025
- Utilized MadCap Flare and various other documentation tools to develop user guides, release notes, API documents, and IAM documents for SWIFT SEPA, SIC IP payments, and message services, ensuring comprehensive and accessible technical documentation.
- Adeptly blended financial expertise with communication skills to produce comprehensive guides and manuals crucial for user engagement and regulatory adherence.
- Collaborated with Product Managers, Product Owners, Engineers, Quality Assurance Engineers, and Integration Engineers to produce core data content that supports developers in integrating and using financial messaging products through APIs, SDKs, and other integration systems.
- Worked with nearly five scrum teams, managing documentation across India and Geneva as a sole technical writer.
- Consistently recognized with the Kudos Award annually for three consecutive years, highlighting sustained high performance
Associate III - Business Analysis
UST
06.2020 - 11.2022
- Contributed to knowledge transfer and user adoption by designing and drafting content for a library of self-help videos and architecture flow diagrams. Developing and revising technical documentation for a variety of software projects associated with Semiconductors microchips.
- Created API documentation, High-level Design (HLD), Low-level Design (LLD) documentation, Architecture flow diagrams, content for Self-help videos and design drafts.
- Developed and maintained complex documents (policy, procedures, processing instructions, process references and process maps) that support business needs and align with internal standards, styles, and practices.
Associate Consultant
Capgemini India Pvt. Ltd
12.2017 - 06.2020
- Created and revised technical documents for multiple software products.
- Applied knowledge of structured documentation concepts, topic-based authoring, XML, and DITA.
- Created and updated the Technical manual, User manual, Installation guide, and End-user document.
- Creation of hyperlinks, drop-down hotspots, styles, templates, cross-references, related topics, glossary, index, and context-sensitive help.
- Performing application development based on agile methodologies & participated in requirements/user story analysis, design, and execution.
- Dynamic presenter and event organizer at Capgemini.
Project Engineer
Wipro Technologies Pvt. Ltd
06.2017 - 08.2017
- Trained in Java/J2EE concepts, including object-oriented programming (OOP) techniques and design patterns.
- Developing optimized quality code deliverables, continual knowledge management and adherence to the organizational guidelines and processes.
- Building efficient programs/systems with the implementation of SQL, Html, JavaScript and J2EE.
Education
Engineering Graduate - Aeronautical
07-2016
GPA: 8.96 CGPA
12th Standard - Pre-University Education
05-2012
GPA: 87.4%
10th Standard - High School
04-2010
GPA: 9.2 CGPA
Internship
- Design Engineer, Happy Landings India Pvt. Ltd (February 2017-April 2017) Roles /Responsibilities: Design and Technical Writing
- Engineer, STS Titeflex India Pvt. Ltd (February 2016-May 2016) Roles /Responsibilities: Technical Data Analyzer and Technical Documentation Engineer
- Intern, Indian Institute of Science, Bengaluru (February 2015-May 2015) Roles /Responsibilities: Design and analysis of Combustion chamber
Skills
Style Guide: Adopted Microsoft Manual of Style (MSTP), Simplified Technical English (STE), and company-specific style guides
Graphic Skills: Create software architecture diagrams like UML, Network, Business Flow Charts, Timelines and Org Charts Possess thorough knowledge on high-level features such as screen recording and screen capturing to create demonstration videos and guided screenshots
Structured Authoring and Standards: Exposure to most commonly used automation technologies such as XML, DITA, S1000D architecture; Topic-based authoring and basic knowledge of HTML Agile Methodology The SWIFT Message Standard and ISO 20022 (The MX Message Standard)
Docs-as-code, PaaS, SaaS
Compliance Documentation: SOPs(Standard Operating Procedures), Audit Trails and Logs
Scrum framework, Metadata Management, Proposal writing, Multitasking Abilities
Assembly Manual, Installation Guide, Maintenance Manual, Safety and Compliance, Datasheets/Specification, API Reference Guide, Developer Guides(SDK), High-Level Design(HLD), Low-Level Design(LLD), User/Help Guide, Deployment/Ops Guide, Glossary, Troubleshooting Guide
Release Notes, Requirements Specification, Data Schema Documentation, SWIFT Message Guides, Payment Gateway Integration, Business Requirements Document, Functional Specification Document, XML Coding and Conversions, DTDs and Software Configuration Management
Tool Skills
- Authoring Tools: Oxygen XML Editor, Oxygen AI Positron, MS-Office, MadCap Flare, Adobe FrameMaker
- Help Tools: Adobe RoboHelp
- Illustrator Tool: Corel-Draw, MS Visio, Tech Illustrator, Draw io
- Graphics Tools: MS-Paint, Snagit, Demo Builder 11
- PDF Tools: Adobe Acrobat, Adobe Reader
- Other Tools: GIT, Confluence, Jira, Git Hub
Additional Skills
- National Level Korfball player.
- Anchor at the 2020 Capgemini Summit 2.
- Written Blogs on a few self-serving subjects.
- Author of online content for a few startups, including CakeSwaad and Mushy tots.
- Contributed to the development and review of certain engineering and master's level projects.
- Being a mythophile, I enjoy learning about Indian mythology.
Certification
Certified Scrum Master
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Declaration
I acknowledge that the above information is true to the best of my knowledge.
Lisha D
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
kannada
Timeline
Senior Technical Writer - ServiceNow
03.2026 - Current
Certified Scrum Master
02-2026
Technical Writer - Bottomline Technologies
11.2022 - 11.2025
Associate III - Business Analysis - UST
06.2020 - 11.2022
Associate Consultant - Capgemini India Pvt. Ltd
12.2017 - 06.2020
Project Engineer - Wipro Technologies Pvt. Ltd
06.2017 - 08.2017
Nitte Meenakshi Institute of Technology - Engineering Graduate, Aeronautical
Sri Devaraj Urs Pre-University College - 12th Standard, Pre-University Education
Sri Devaraj Urs International Residential School - 10th Standard, High School