Specialist II - Learning Documentation

JOB SUMMARY

The Learning Documentation & Knowledge Specialist develops, maintains, and manages the documentation, knowledge content, and resources that support Learning & Development programs and employee performance.

This role combines technical and instructional writing with strong organizational and documentation management capabilities. The Specialist translates complex processes, systems, and business requirements into clear, accurate, and easy-to-use learning and performance support materials.

A key responsibility of this role is supporting the quality and organization of knowledge content within the Salesforce Knowledge Base. The Specialist helps identify undocumented or inconsistently documented processes, audits and updates existing knowledge articles, and supports the development, structure, and taxonomy of knowledge content.

Success in this role requires exceptional attention to detail, advanced proficiency in Microsoft Word, strong working knowledge of Excel, excellent writing and editing skills, and the ability to organize and manage large amounts of information. The Specialist works closely with L&D team members, subject matter experts, business leaders, and cross-functional partners to ensure learning and knowledge documentation is accurate, consistent, current, and useful.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Technical & Learning Documentation

· Create, edit, standardize, and maintain user guides, job aids, standard operating procedures (SOPs), process documentation, facilitator and participant materials, reference guides, knowledge articles, and other learning resources.

· Translate complex business processes, technical workflows, system functionality, and subject matter expert input into clear, concise documentation for employees.

· Develop structured documents using advanced Microsoft Word functionality, including styles, templates, tables, sections, navigation, references, and document controls.

· Establish and maintain consistent documentation standards, templates, naming conventions, formatting, and version control.

· Review existing learning materials for accuracy, clarity, consistency, usability, and alignment with current processes.

· Conduct documentation audits and coordinate updates when systems, policies, procedures, or business processes change.

· Identify process documentation gaps, including processes that are undocumented, incomplete, outdated, duplicative, or inconsistent across resources.

· Edit and proofread content produced by L&D team members and subject matter experts.

· Organize and maintain documentation libraries so employees and L&D partners can easily locate current resources.

· Partner with subject matter experts to validate technical accuracy and resolve conflicting or incomplete information.

Salesforce Knowledge Base

· Support the ongoing development and maintenance of the Salesforce Knowledge Base.

· Identify business processes and workflows that are not currently documented or are insufficiently documented within the Knowledge Base.

· Audit existing knowledge articles for accuracy, clarity, usability, duplication, and alignment with current business processes.

· Update and revise Knowledge Base content as processes, systems, policies, or procedures change.

· Partner with subject matter experts and business stakeholders to gather, validate, and document process information.

· Assist with the development of Knowledge Base structure, taxonomy, categories, naming conventions, metadata, and content standards.

· Help ensure Knowledge Base content is organized in a way that supports searchability, findability, and ease of use.

· Identify duplicate, outdated, conflicting, or obsolete content and recommend consolidation, revision, or retirement.

· Support governance practices for Knowledge Base content, including review cycles, ownership, version control, and documentation standards.

· Help establish consistent article templates and writing standards to improve the overall employee experience when using the Knowledge Base.

Documentation Tracking & Reporting

· Maintain trackers and records used to manage documentation, learning content, Knowledge Base articles, reviews, and updates.

· Use Excel to organize, validate, reconcile, and maintain information related to L&D programs and documentation.

· Maintain documentation inventories, review schedules, content ownership records, and other tools used to support content governance.

· Track the status of documentation requests, updates, approvals, and publishing activities.

· Review information for completeness and accuracy and resolve discrepancies as needed.

· Produce routine reports and status updates related to documentation, learning activities, and content maintenance.

· Support LMS reporting and completion tracking as needed.

· Identify opportunities to simplify or improve recurring documentation and administrative processes.

Learning & Performance Support

· Partner with L&D team members, business leaders, and subject matter experts to understand performance needs and determine appropriate documentation or learning solutions.

· Gather and document requirements for new or revised learning resources.

· Review existing processes and content to identify gaps, duplication, inconsistencies, or opportunities for improvement.

· Support curriculum and learning program development through research, documentation, and content organization.

· Support facilitation of instructor-led, virtual, or hybrid training when business needs require it.

· Assist with learner assessments, evaluations, surveys, and other learning activities.

Learning Systems & Administration

· Support LMS administration, including course setup, assignments, completion tracking, data validation, and routine reporting.

· Maintain accurate learning records and supporting documentation.

· Produce LMS reports and reconcile learning records when needed.

· Support testing and documentation associated with learning technology, system changes, or new processes.

· Maintain organized records and documentation in accordance with established L&D practices.

· Support alignment between formal learning content, process documentation, and Salesforce Knowledge Base resources when applicable.

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

· Typically reports to Management. Direct supervisor job title(s) typically include Training Manager SSC

· Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

· Bachelor’s degree in Learning & Development, Education, Communications, Business, Technical Communication, Human Resources, or a related field preferred.

· 3-5 years of experience in Learning & Development, technical writing, documentation, instructional design, knowledge management, business operations, or a related field.

· Demonstrated experience creating professional documentation for business or technical audiences.

· Experience developing or maintaining knowledge management content, knowledge bases, or structured documentation repositories preferred.

· Experience working in a corporate or operational learning environment preferred.

· Experience with Learning Management Systems and learning technologies preferred.

Skills & Competencies

Advanced Microsoft Word

· Strong proficiency creating and managing complex professional documents

Microsoft Excel

· Strong working proficiency using Excel to organize, maintain, and report information

Knowledge Management & Salesforce

· Experience working with Salesforce Knowledge or another enterprise knowledge management platform preferred.

· Understanding of knowledge management principles, taxonomy, metadata, content organization, and searchability.

· Ability to identify documentation gaps and determine when content should be created, revised, consolidated, or retired.

· Strong understanding of content governance, version control, review cycles, and documentation standards.

Writing & Communication

· Exceptional technical, instructional, and business writing skills.

· Ability to take complex or incomplete information and organize it into clear, logical documentation.

· Strong editing, proofreading, grammar, and quality-control skills.

· Ability to adjust content for different audiences and levels of technical knowledge.

· Strong verbal communication and interviewing skills for gathering information from subject matter experts.

Organizational & Problem-Solving Skills

· Strong critical thinking and problem-solving skills.

· High level of accuracy and attention to detail.

· Ability to identify inconsistencies and gaps in processes and documentation.

· Strong organizational and information-management skills.

· Ability to manage multiple projects, priorities, and deadlines.

· Comfortable working independently and taking ownership of detailed work from beginning to end.

· Ability to ask thoughtful questions, challenge unclear information, and verify accuracy before publishing.

Preferred Qualifications

· Experience developing SOPs, process documentation, job aids, technical user guides, or knowledge articles.

· Experience with Salesforce Knowledge, Articulate 360, Canva, Microsoft Teams, SharePoint, or similar learning and collaboration tools.

· Experience supporting Knowledge Base taxonomy, governance, or content lifecycle management.

· Experience with LMS administration and reporting.

· Experience documenting software, operational, or process changes.

· Knowledge of adult learning principles and instructional design practices.

· Experience supporting instructor-led or virtual training.