Operations Knowledge Author

Job Title Sanctions Compliance Specialist III

Location: United States (Remote)

Job Type Full-time, 3-months, On-Going Contract, W2

Schedule Monday – Friday, Remote (EST Preferred)

Pay Range $50 per hour

Visa sponsorship is not available now or in the near future. Job Description Key Responsibilities

• Research, write, edit, and maintain clear, actionable knowledge articles, guides, workflows, and process documentation that support Operations teams.
• Translate complex technical, operational, and policy-driven information into user-friendly content for diverse audiences.
• Develop and update knowledge of content to align with product and program releases, ensuring operational readiness prior to launch.
• Consolidate information from multiple products, systems, and platforms into unified, searchable knowledge assets.
• Partner with subject matter experts to document procedures, best practices, and lessons learned.
• Maintain content using established metadata, taxonomy, accessibility, and governance standards.
• Conduct routine content audits to ensure accuracy, compliance, and lifecycle management.
• Track content health metrics, including review completion, update frequency, and content accuracy.
• Improve templates, workflows, and authoring processes based on analytics and user feedback.
• Support release-readiness activities by creating and validating knowledge of content before launching.
• Optimize published content for searchability and accessibility.
• Contribute knowledge management initiatives and AI-assisted authoring practices that improve efficiency and consistency.

Requirements

• 3+ years of experience writing and editing content that explains complex processes, workflows, or product functionality in clear, simple language.
• Experience creating technical documentation, troubleshooting guides, job aids, how-to articles, or agent-facing knowledge content.
• Ability to simplify technical concepts and diagnostic information for non-technical audiences.
• Familiarity with operating systems and device environments, including Windows, Mac, iOS/iPadOS, Chrome OS, and Android.
• Ability to interpret technical manuals, procedures, and vendor documentation to create end-user content.
• Demonstrated expertise in professional writing, editing, and content development.
• Experience working with enterprise knowledge management platforms such as SharePoint, ServiceNow, or Confluence.
• Strong organizational skills and attention to detail.
• Proven ability to work cross-functionally with subject matter experts, product teams, program teams, and operations stakeholders.
• Experience working within structured governance, documentation, and workflow environments.

Preferred Qualifications

• Experience supporting EdTech, SaaS, customer support, or contact center environments.
• Familiarity with AI-assisted authoring tools and content analytics platforms.
• Understanding metadata management, taxonomy frameworks, and information architecture principles.
• Experience with accessibility standards and content governance best practices.
• Knowledge of usability testing, information design, or UX writing methodologies.
• Certification or formal training in technical writing, editing, knowledge management, or Knowledge-Centered Service (KCS).
• Familiarity with KCS principles and knowledge management frameworks.
• Passion for mission-driven work that expands educational and career opportunities.

Skills

• Technical Writing
• Knowledge Management
• Knowledge Base Development
• Process Documentation
• Knowledge Article Creation
• Troubleshooting Documentation
• Content Governance
• Metadata & Taxonomy Management
• Content Auditing
• Information Organization
• Release Readiness Documentation
• Search Optimization
• Accessibility Compliance
• Cross-Functional Collaboration
• AI-Assisted Content Authoring
• Written and Verbal Communication

Education

• Bachelor's degree in Technical Writing, Communications, English, Journalism, Education, Information Management, Business, or a related field preferred.
• Equivalent combination of professional experience and relevant training will also be considered.

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