Mahima Chowdhury

• Created a list for maintaining the requirements of documentation for the Nordea Application, following GDPR regulations.
• Utilized strong analytical skills to assess the impact of GDPR regulations on existing applications and recommend necessary adjustments to ensure our applications stay compliant.
• Worked from scratch to set up the SharePoint site (KCM system) for banking applications, such as MassMail, Archives, and other personal banking apps.
• Created RCA reports for the global and repeated incidents to document them as Knowledge articles.
• Led and held training sessions over Teams for application owners, and trained them on knowledge management processes.
• Additionally, I introduced process improvement solutions like Scrum calls, and I assisted in establishing a Work Intake Process to maintain incidents and the progress of the team.

Client - Publicis Sapient (Contract Role)

Project - Nissan Motors.

• Worked along with developers, graphic designers, testers, BAs to understand changes made in Nissan's website.
• Tested the feature on AEM tool according to stream numbers.
• Created Newsletters for feature roll-out and release.
• Updated document links and tickets on the scope page.
• Authored user manual on Confluence for Nissan's website based on country-code.
• Created content for the tooltips along with Graphic designers for the new features on Figma.

• Tested product. Designed, wrote, published, and edited, the User assistance documents for ITSD on Notion, Hubspot, and Zendesk. Used Pixlr for editing images.
• Managed monthly knowledge articles on the Zendesk. Prepared, maintained content calendar according to product updates, changes, requirements, and newsletters via email to market our product/features.
• Implemented best practices process to review, edit, and publish the end-user articles, and release articles for product features, updates, and changes to improve the practices.
• Created troubleshooting documents for SLA breached incidents or issues by the users to fill in knowledge gaps.
• Maintained, curated, re-used, migrated, and retired the existing knowledge base biweekly on Zendesk.
• With HTML and CSS made changes in the UI of the CMS, to add a new element in the documentation.

Company Overview: Parented by Reliance Industries

Project: JioMart

• Authored Knowledge articles, Troubleshooting articles, Quick guides, and User documentation for JioMart using Data-Driven Documentation (D3) and DDLC approaches.
• Managed old and new versions of documentation on Confluence.
• Communicated throughout the team with Product owners, TPMs, developers, and testers.

• Led and managed the creation, editing, and approval of Knowledge Articles for Global Business Services (Level 0 & Level 1) on the IT Service Management tool, ServiceNow, ensuring high-quality content delivery.
• Analyzed and tracked incidents and SLAs using MS Excel, identifying areas for new article creation and existing content improvement to enhance service efficiency.
• Conducted weekly sprint calls with senior tech support executives, team leads, and stakeholders, discussing user stories, and resolving knowledge gaps in incident management.
• Collaborated with technical teams from CISCO, Microsoft, IBM, Allianz IT services, and others to stay updated on product changes, creating comprehensive guides for users.
• Implemented best practices for the Knowledge Content Management (KCM) team, establishing a standardized style guide for Allianz and training new joiners and team members.
• Enhanced the user experience of articles on ServiceNow by manipulating HTML codes and maintaining visual content using tools like Snipping Tool and Snagit.
• Utilized SharePoint for sharing and maintaining internal documents, ensuring seamless communication and collaboration with the Quality team and stakeholders.
• Monitored and evaluated the performance of Knowledge Articles using category-wise graphs, resolving feedback and improving content based on data-driven insights.

• Worked on the UX designing, Content planning along with sequencing(content designing) for digital marketing
• Wrote web content, case studies, and presentation content(proposal)
• Consulted EU clients on adding content to their websites and applications
• Prepared business proposals for the clients too
• Coordinated with graphic designers for designing the SEO content, images, and screenshots of the products
• Created and maintained Release documents for applications or software before release

• Worked on different areas of writing
• Wrote guest posts, blogs, articles, and web 2.0 for various clients of the US, UK, Canada, and Australia
• Worked for various technical and non-technical domains
• Specialty to writing mainly for Technology related topics

• Recruited and worked for various IT and Non-IT clients like PNC Bank, Apple, Cisco, Comcast, State client, Allergan, TEVA, Pfizer, BASF, etc.
• Worked into different software like MS outlook: CATS application tracking system, REC system, the internal system software of the company, and POWER BI.