Piyush Yeole
AI Generalist | Knowledge & Change Manager | Technical Writer | ITIL & Agile Certified
Pune
Summary
Results-driven IT leader with 14+ years of experience spanning Technical Writing, Change and Knowledge Management, and ITSM. Proven expertise in leading global CAB, ServiceNow solutions, vendor eBonding, and BCM/DR programs. Strong background in creating SOPs, user guides, and knowledge bases that support global operations and cross-functional teams. Certified AI Generalist with hands-on experience in workflow automation, no-code development, and AI-driven solutions. Recognized for bridging structured IT governance with emerging technologies to deliver scalable, business-focused outcomes.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Lead Assistant Manager—Technical Writer/Knowledge Manager
VALVOLINE LUBRICANTS & SOLUTIONS IND PVT. LTD.
05.2021 - Current
- Spearheaded the Change Advisory Board (CAB) and managed vendor eBonding to streamline global ITSM operations.
- Directed high-impact initiatives, including Business Continuity Management (BCM), Disaster Recovery (DR), and the development and deployment of new ServiceNow service catalogs.
- Championed the global Knowledge Management function, authoring a comprehensive library of technical documentation, including SOPs, Knowledge Base articles, video tutorials, and user guides.
- Collaborated with Subject Matter Experts (SMEs) to produce complex technical documentation, establishing standardized templates and layouts to ensure clarity and consistency.
- Mentored and reviewed the work of team members to foster operational excellence, and drive knowledge sharing across the organization.
Assistant Manager—Technical Writer
WNS GLOBAL SERVICES
Gurugraam
03.2017 - 05.2021
- Directed end-to-end software and documentation lifecycle (SDLC/DDLC), ensuring timely and high-quality deliverables for the U.S. Clients and internal stakeholders.
- Authored and maintained online/offline help systems, user guides, SOPs, FAQs, and templates, using RoboHelp, Adobe FrameMaker, MS Word, and SnagIT, while adhering to MSTP, the Chicago Manual of Style, and Bluebook standards.
- Designed process workflows and brainstorming diagrams in MS Visio, enhancing project clarity and alignment across teams.
- Partnered with SMEs and project managers to gather product requirements, validate accuracy, and deliver clear, engaging documentation tailored to end-user needs.
- Spearheaded documentation quality reviews—editing, proofreading, and ensuring consistency across manuals, training materials, and marketing content.
- Managed JIRA workflows to track features, documentation tasks, and tool improvements, ensuring SLA compliance, and seamless project execution.
- Built and maintained an online knowledge repository to standardize content and streamline editor onboarding across titles.
- Delivered training programs, style guides, and best practices workshops, effectively mentoring new hires, and improving editorial efficiency.
- Collaborated on client escalations and feedback loops, ensuring timely resolution, high satisfaction, and continuous quality improvement.
- Applied expertise in legal research (Lexis Advance, Westlaw, Bluebook) to create precise, authoritative documentation for the U.S. Law content.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Publishing Specialist—Technical Editing
THOMSON REUTERS CORPORATION
Hyderabad
01.2011 - 02.2017
- Led editorial quality control by collaborating with attorney-editors and legal writers to meticulously proofread and copyedit legal content, eliminating errors, and ensuring consistency and compliance with Thomson Reuters standards.
- Managed content processing for Thomson Reuters’ WestlawNext legal research site, performing data analysis, content conversion, coding, merging, rendering, and validation tasks to publish content online.
- Utilized Arbortext Epic Editor with Pix/Pax-XML coding expertise to format and correct elements of legal publications, including tables, figures, diagrams, forms, and charts.
- Streamlined the conversion of raw author and attorney-editor submissions into final Thomson Reuters publications by conducting research and analysis to maintain consistency and a standardized presentation.
- Executed quality assurance workflows to identify and fix 'finder' errors, updating incorrect XML attributes in Epic Editor to resolve content issues.
- Leveraged SAP to obtain and verify information, track project milestones, and coordinate tasks to ensure adherence to internal deadlines and publishing schedules.
Education
Bachelor in Computer Engineering - Computer Engineering
SRPCE Nagpur
Nagpur01.2009
Skills
Authoring Tools: Arbortext Epic Editor, Adobe FrameMaker, MS Word
Help Authoring: Adobe RoboHelp, MadCap Flare
Collaboration & CMS: SharePoint, Confluence, Jira, WordPress CMS
ServiceNow: Development, ITSM Module
Core Competencies: IT Service Management (ITSM), Process Improvement, Vendor Management
Certifications: Certified AI Generalist (Outskill)
Core Skills: Prompt Engineering, No-Code Development, Voice Agent Integration
Automation Tools: n8n Workflow Automation
Applied Experience: Built live voice agents, automated lead generation and healthcare workflows, bridging AI innovation with real-world business needs
Graphic, Presentation & Other Tools:
Graphic Design: SnagIT, Photoshop, GreenShot, MS-Paint
Illustration: MS Visio
Presentation: MS PowerPoint
PDF Tools: Adobe Acrobat Pro
Certification
Advanced Technical Writing Certificate, Techtotal Soft Systems Pvt. Ltd., Hyderabad
Awards
Hands on Expertise F1 Champion Award, Spot award: Awarded four times for exceeding quality and productivity metrics and appreciation on excellent communication skills and following thorough E-mail etiquette., Eminence Award: Awarded as a Team player on success of “Codes & Regulations-Session Laws” project., Standing Ovation Award: Awarded for team spirit and editorial skills, which contributed significantly in improving editorial efficiency., Go-Getter Award: Awarded for high quality performance enabling team to meet difficult deadlines with great success.
Activities
One-year Freelancing experience for coding of Chemistry and Information Technology E-books Active member from Legal department in ERT (Emergency Rescue Team) Part of editorial cricket team Associated with the Happy club (Fun at work activity) Sport committee member for Legal department
Documentation Expertise
- User Manual
- SOPs
- Video Maker
- Training Presentations
- Expertise in research
- Software Requirement Specification
- SDLC
- Help files
- Knowledge Base Documents
- Marketing Material (Release Notes)
- Process Documentation
- Process Knowledge Test
- Knowledge Management
- DDLC
Timeline
Lead Assistant Manager—Technical Writer/Knowledge Manager
VALVOLINE LUBRICANTS & SOLUTIONS IND PVT. LTD.
05.2021 - Current
Assistant Manager—Technical Writer
WNS GLOBAL SERVICES
03.2017 - 05.2021
Publishing Specialist—Technical Editing
THOMSON REUTERS CORPORATION
01.2011 - 02.2017
Bachelor in Computer Engineering - Computer Engineering
SRPCE Nagpur