Knowledge Management Author

Note that the Knowledge Management Author may work in an adaptive, self-managed, cross-functional Agile development team where additional duties may arise including, but not limited to: Writes technical/procedural content to assist front line staff (contact center, branch) with job performance. Adheres to defined Knowledge Management writing standards and instructional design best practices to optimize the end-user experience (accessibility, findability, usability, etc.). Analyzes and sizes work effort for knowledge management requests . Conducts quality reviews on procedural content to ensure adherence to writing and quality standards. Meets productivity and quality goals. Performs administrative knowledge management tasks (archiving, copies, mechanical revisions). Identifies inconsistencies or discrepancies in knowledge content. Escalates, manages, and reports risk with expediency and transparency. Consults with USPB requestors/stakeholders around work prioritization and quality. Participates in the Learning (Instructional Design) process by conducting needs assessments; task analysis; and research of knowledge management components. Works with subject matter experts to develop knowledge management solutions for assigned projects, based on the outcome of analyzing business needs, performance goals, and audience. Support the intake of new learning request through consulting and needs analysis as well as implementation of final product (including building and influencing key relationships across HR, L&D and the business); measure business outcomes. Supporting design and development of training solutions using a variety of learning tools and modalities in partnership with business and learning partners Observing and/or facilitating created curricula in both classroom and virtual environments and collaborating with key partners to ensure learner success. 2-5 years experience of knowledge management and/or technical writing experience. Knowledge of KMS systems (intake, authoring, workflow, governance, end-user experience, etc.) Understanding knowledge management principles, theories, and best practices Clear and concise written and verbal communication skills Proficient in Microsoft Office with an emphasis on MS Excel Self-motivated and detail oriented Adult education in a financial services and/or corporate setting a plus Ability to establish and/or build trust with teams, colleagues, and leaders Ability to influence peers, direct manager, and specific business partners Ability to network and partner with colleagues and business partners Demonstrate adaptability; work well in ambiguous situations Model personal development Ability to work in a matrix organization Ability to stay customer-focused Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes 2-5 years' experience of knowledge management and/or technical writing experience. Advanced English level Experience with the content writing/authoring tools. Knowledge of KMS systems (intake, authoring, workflow, governance, end-user experience, etc.) Understanding knowledge management principles, theories, and best practices Clear and concise written and verbal communication skills Proficient in Microsoft Office with an emphasis on MS Excel Self-motivated and detail oriented Adult education in a financial services and/or corporate setting a plus Ability to establish and/or build trust with teams, colleagues, and leaders Effective written and oral communication skills Ability to influence peers, direct manager, and specific business partners Ability to network and partner with colleagues and business partners Demonstrate adaptability; work well in ambiguous situations Model personal development Ability to work in a matrix organization Work well in a team environment Possess effective listening skills Possess effective, solution-oriented problem-solving and negotiating skills Ability to stay customer-focused Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes Technical Writing & Clarity: Demonstrated ability to produce clear, concise, and accurate procedural content, instructions, and documentation for a technical audience. Content Management System (CMS) Proficiency: Experience with knowledge management platforms and content authoring tools (e.g., SharePoint, Confluence, Zendesk Guide) for creating, publishing, and maintaining articles. Understanding of Call Center Operations: Familiarity with call center workflows, agent needs, common customer inquiries, and the operational environment to create highly relevant and actionable content. Information Architecture & Organization: Strong ability to structure and organize complex information logically, using headings, bullet points, and other formatting to enhance readability and searchability. User Empathy & Problem Solving: Capacity to understand the end-user (call center agent) perspective, anticipate their questions, and provide solutions that efficiently guide them through procedures.
For complementary skills, please see above and/or contact the recruiter.

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