Muzna Kanwal
Technical Writer | Documentation Specialist | Business Analyst
Contact: - |-Web: www.linkedin.com/in/muzna-kanwal-
Professional Summary
A passionate IT and Marketing professional with 10+ years of experience in technical writing, business analysis, content writing, digital marketing, project management, and robotic process automation.
Expert in writing user guides, manuals, knowledge base/FAQs, business cases, Business Requirement Gathering Documents (BRD), Software Requirements Specification Documents (SRS), Functional Requirements Documents (FRD), Functional Testing and User Acceptance Testing (UAT).
Ability to identify and engage key stakeholders for project success. Collaborate with Business Users, Scrum Masters, Project Managers, Technical teams, Solution Architects, Quality Assurance, Deployment, Maintenance team and Scrum teams through all phases of SDLC.
Experienced in managing internal and external communications, including RFP, business proposals, company profile, business presentations, email newsletters, press releases, blogs, and social media content. Adept in responding to customer queries and complaints via email and on call. Working knowledge of content auditing, data analysis, and analytics dashboard creation.
Skills
Core Competencies
Technical Documentation
User guides, manuals, & FAQ/KBA creation
SOP and Policy Creation
BA Planning and Monitoring
Elicitation and Collaboration
Requirement Analysis and Design
Strategy Analysis
Solution Evaluation
HLD/LLD, Architecture Diagrams
Project Planning and Execution
Project Management and Reporting
Process Modeling and Analysis
Business Process Documentation
Troubleshooting
Technical Skills
Collaborative Documentation: Microsoft Office (Word, Excel, PowerPoint), Adobe RoboHelp, MadCap Flare, Confluence, Document360, Slack, MS Teams
Project Management: Jira, Smartsheet, Microsoft Project, Trello, Monday, Asana
Robotic Process Automation: Automation Anywhere, UI Path, Microsoft Power Automate
ERP: NEWSTAR Suite of Products, Oracle, Salesforce, Infor CRM
GRC tools: KnowBe4 (implementation and management)
Data Modeling & Analysis: Microsoft Power BI, Tableau, E-Draw, Figma
UI Designing Software: Balsamiq, Lucid Chart
Digital Marketing: MailChimp, Hootsuite, Buffer, Canva, Adobe Creative Suite
Programming: HTML, SQL, JavaScript, Python, WordPress CSS, Microsoft PowerApps, GitHub
People Skills
Excellent people skills and ability to work in teams both as team leader and as team member
Confident, articulate, and expert communication/presentation skills
Entrepreneurial approach to creative problem solving and conducting feasibility analysis
Appreciation of diverse cultures and business environments with proven capability to work in the same
Work Experience
IT Technical & Marketing Writer – Royal Group LLCNov ‘19 – Oct ‘22
Collaborated on projects with internal and external stakeholders for timely completion whereby my responsibilities included informing the customers about project commencement, engaging in business requirements gathering, maintaining risk/issue logs, strategizing resolutions, collecting data for analytics and reporting, and delivering on milestones.
Created and managed the DMS for IT department to ensure compliance & availability.
Collaborated with different internal teams to create HLD, LLD, and architecture design documents for infrastructure changes. Engaged with Security and Governance teams to craft standard operating procedures (SOPs) and policies for the IT operations team as well as business clients.
Crafted RFP, commercials, business proposals, quotations, company profile, and business presentations for new client/subcontractor engagements.
Managed project documentation for ERP enhancements requested by clients, including BRD, SOW, CR, UAT, and project signoffs.
Documented the organization’s journey through the Digital Transformation Initiative for internal and external stakeholders, including social media.
Prepared communications, presentations, video tutorials and user manuals to help familiarize business users with modern technologies. Conducted in-person user trainings as required.
Performed Business Analysis activities like creating Business Case, Business Requirement Documents (BRD), Software Requirements Specification Documents (SRS), Functional Requirements Documents (FRD), Functional Testing and UAT facilitation for inhouse development projects, including:
DPI/PCR Self-Declaration Portal: Conceptualized the logical framework for this system that allowed employees to submit their DPI/PCR results for administrative checks.
Visitor Management System: Digitized visitor logs by category and purpose of visit.
Employee Vacation Calendar: Created an employee vacation calendar on SharePoint for use by the IT team for planning purposes. Engaged approval flows to notify vacation status.
Technical Documentation Specialist – Contour Software Pvt LtdJun ‘17 – Oct ‘19
Worked closely with the Business Analyst, Software Developers, QA Specialists, and Project Director to craft user-friendly release notes & supporting documentation (user guides, manuals, help topics etc.) for NEWSTAR Product Suite. Also involved with template standardization and QA testing.
Enhanced product documentation in line with client feedback to ensure availability of help topics for common problem areas and complicated modules of the software. Contributed to the Knowledge Base of the product for customers’ ease.
Web Content Writer & Editor – DMS Research Pvt LtdSep ’15 – May ‘17
Responsible for crafting and execution of the content strategy for multiple eCommerce stores using a combination of SEO, social media marketing, content marketing, advertising, and lead generation tools.
Supervised a team of three writers & worked closely with SEO team.
Collaborated with the visual department to ensure brand consistency across all communications.
Senior Executive Copywriter – Logicose Pvt LtdJul ’13 – May ‘15
Worked with a diverse range of clients from all over the world and created different types of content including but not limited to eBooks, whitepapers, articles, blogs, press releases, web content, brochures, infographics, user guides, company profiles, and several other niches.
Produced high-quality, publish-ready content and was readily taken off the editorial panel.
Education
MBA (Marketing) from SZABIST – CGPA:-
BBA (Marketing) from PAFKIET – CGPA:-
Language
English (expert), Urdu (expert), Hindi (expert), Arabic (beginner)
References
Provided upon request
