Learning Solutions Specialist – Knowledge Management, Communications

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop, organize, and sustain the organization’s central Knowledge Center.

• Create information architecture, taxonomy, and establish organization-wide standards.

• Manage governance, version control, and ensure audit readiness for all documents.

• Revise process documents in response to changes in policies or procedures.

• Guarantee that the Knowledge Center serves as the definitive, comprehensive source of truth.

• Convert policies, operational changes, and workflows into user-friendly learning materials.

• Design and maintain job aids, how-to guides, FAQs, process maps, and Pack Guides.

• Ensure all resources adhere to clarity, accessibility, compliance, and branding standards.

• Inform impacted teams about changes, updates, and new resources.

• Collaborate with Instructional Designers to provide well-organized, accurate source content.

• Act as the primary contact for content change requests, fixes, or documentation needs.

• Assess requests to determine whether they will be handled directly or escalated to L&D, ID, or Operations.

• Address minor updates or simple fixes to alleviate bottlenecks and reduce dependency on SMEs.

• Observe trends, identify gaps, and suggest enhancements to the documentation strategy.

• Collaborate with Subject Matter Experts, Instructional Designers, L&D facilitators, and operational leaders.

⛳️ Requirements

• Bachelor’s degree in Communication, Human Resources, Marketing, Education, Training & Development, Knowledge Management, Organizational Development, or a related field.

• 2+ years of experience in knowledge management, technical writing, learning documentation, internal communications, or process documentation.

• Proficient in creating job aids, SOPs, process maps, FAQs, or operational documentation.

• Outstanding written communication and editing abilities.

• Strong organizational skills and expertise in information architecture.

• Demonstrated experience with Learning Management Systems and Knowledge Base platforms.

• Capability to write and translate complex policies into clear, actionable content.

• Exceptional attention to detail with a focus on accuracy and compliance.

• Ability to handle multiple requests, prioritize tasks effectively, and meet deadlines.

• Collaborative mindset and comfort in working across departments.

• Knowledge of change management and documentation governance.

• AI certified or demonstrated proficiency in utilizing AI tools to enhance processes and measurements (preferred).

• Background in legal services, customer service, healthcare, call centers, or other highly regulated sectors (preferred).

• Familiarity with Salesforce Knowledge Management, Confluence, Jira, Google Suite, Smartsheet, Google Sites, or similar tools (preferred).

• Basic understanding of instructional design workflows (preferred).

🏝️ Benefits

• Eligible for performance-based bonus.

• Medical, dental, and vision insurance.

• 401(k) with company match.

• HSA.

• Life insurance.

• Disability coverage.

• Paid time off.

• Parental leave.

• Fully remote work arrangement.