Instructional Designer / Knowledge Content Specialist

Job Title

Instructional Designer / Knowledge Content Specialist

Overview

We are seeking an Instructional Designer / Knowledge Content Specialist to design, structure, and maintain clear, user-centered process documentation and knowledge assets. This role is responsible for transforming complex processes into intuitive, actionable content for both internal users and customer-facing channels, including AI-powered tools. The ideal candidate will ensure that knowledge resources are accurate, accessible, and aligned with business processes to support effective information sharing and self-service.

Key Responsibilities

• Develop and maintain Standard Operating Procedures (SOPs) and Work Instructions (WIs).
• Translate complex workflows into clear, structured, and easy-to-follow documentation.
• Ensure documentation aligns with established business processes.
• Apply document control standards, including version control, ownership, and updates.
• Create and optimize content for AI chatbots and virtual assistants.
• Develop clear, conversational, accurate, and compliant customer-facing content.
• Ensure content supports self-service and first-contact resolution.
• Design decision trees, guided workflows, and troubleshooting documentation.
• Structure content to help users navigate complex scenarios and make informed decisions.
• Collaborate with subject matter experts to validate documentation and workflow logic.
• Design content with a user-centered approach for internal and external audiences.
• Improve the usability and accessibility of knowledge assets.
• Standardize documentation formats, templates, and naming conventions.
• Identify documentation gaps and continuously improve knowledge effectiveness.
• Convert complex business processes into structured and easy-to-understand documentation.
• Optimize existing documentation to improve clarity, usability, and efficiency.
• Develop content suitable for multiple audiences, including employees, customers, and AI-powered platforms.

Required Qualifications

• Demonstrated experience developing structured process documentation, including SOPs and work instructions.
• Experience translating complex processes into clear, user-friendly documentation.
• Strong content optimization and documentation improvement skills.
• Experience creating user-centered knowledge content.
• Ability to develop documentation for both human users and AI-assisted knowledge platforms.
• Strong written communication and documentation skills.
• Bachelor's degree preferred; candidates with relevant experience will also be considered.
• Experience with AI/chatbot content or knowledge platforms is a plus.
• Background in instructional design, technical writing, or knowledge management is preferred.
• Portfolio or writing samples showcasing structured documentation are preferred.
• Experience with Visio and Salesforce is preferred but not required.
• This position requires working onsite five days per week.

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