Ideal Candidate Profile: Seeking an Operations Knowledge Author to create and maintain high-quality, actionable content that equips the Operations teams to deliver efficient processes and exceptional customer experiences. Candidate should have good experience experience in translating business process into consumable information quickly and easily, cutting through noise and making it easy to understand. The ideal candidate will have experience developing knowledge articles, job aids, troubleshooting guides, or workflows for Operations, customer support, call center, SaaS, or EdTech environments. Strong writing and editing skills, along with experience working with knowledge platforms, subject matter experts, and structured content governance processes, are essential.
Job Duties & Responsibilities
Knowledge Development and Enablement (50%)
Research, write, and edit clear, actionable knowledge articles, guides, and workflows that support Operations teams in delivering efficient, high-quality service.
Translate complex, technical, or policy-driven information into clear, user-friendly content for diverse audiences.
Develop and maintain content aligned with upcoming product and program releases, ensuring Operations has the right information at the right time to support customers.
Consolidate and synthesize information from multiple products and platforms into unified, searchable, easy-to-navigate knowledge assets.
Collaborate with subject matter experts to document key procedures, best practices, and lessons learned.
Content Quality, Structure and Governance (30%)
Tag, classify, and maintain knowledge content using Client's defined metadata and governance standards to improve searchability and consistency.
Participate in routine content audits to ensure accuracy, timeliness, and lifecycle compliance.
Track and report on content health metrics such as review completion, update frequency, and accuracy scores.
Recommend and implement improvements to templates, structure, or workflows based on analytics and user feedback
Collaboration & Continuous Improvement (20%)
Partner with the Knowledge Manager to align content with governance policies and lifecycle workflows.
Participate in release-readiness planning to ensure that new or updated knowledge content is developed and validated prior to launches.
Ensure published knowledge content is optimized for search and accessibility.
Contribute to continuous improvement initiatives including AI-assisted authoring approaches for efficiency.
Engage in authoring communities of practice to share insights, improve standards, and strengthen the knowledge authoring discipline within Operations.
Required Skills & Experience
3+ years of experience writing and editing content that explains complex processes and product functionality in simple, clear terms, ideally in an EdTech or SaaS setting.
Experience with technical writing for troubleshooting or how-to content (e.g., job aids, agent-facing knowledge articles) covering software, devices, or platform issues.
Familiarity with common operating systems and device environments (Windows, Mac, iOS/iPadOS, Chrome OS, Android) sufficient to write clear, accurate instructions across platforms.
Comfort translating technical or diagnostic information — networking, device management, end-user applications — into content that non-technical audiences can follow.
Ability to read and interpret technical manuals, procedures, and vendor/product documentation as source material for authored content.
Demonstrated exceptional writing and editing skills, with the ability to simplify complex information into clear, actionable language.
Experience with enterprise knowledge platforms (e.g., SharePoint, ServiceNow, Confluence)
Familiarity with AI-assisted authoring tools or content analytics platforms.
Understanding of metadata, taxonomy, and accessibility standards.
Strong organizational skills and meticulous attention to detail.
Proven ability to collaborate effectively with subject matter experts and cross-functional teams.
Comfort working in a structured environment with defined governance and workflows.
Knowledge of usability testing, information design, or UX writing principles.
Certification or training in writing/editing, knowledge-centered service (KCS), or knowledge management frameworks.
Familiarity with Knowledge Centered Service (KCS) principles.
