Specialist II - Learning Documentation

Learning Documentation & Knowledge Specialist

If you’re the person who spots the inconsistency in a document, knows how to make a complicated process easier to understand, and genuinely enjoys turning information into something organized and useful, this may be the role for you.

We’re looking for a Learning Documentation & Knowledge Specialist to join our Learning & Development team.

This is not a traditional training facilitator role. While you may occasionally support training delivery, your primary focus will be behind the scenes: creating clear documentation, maintaining learning resources, strengthening our knowledge management practices, and helping employees find, understand, and use the information they need to do their jobs.

You’ll also play an important role in helping us strengthen and organize our Salesforce Knowledge Base, including identifying documentation gaps, auditing and updating existing articles, and helping improve how knowledge content is structured and categorized.

WHAT YOU’LL DO

Create documentation people can actually use. You'll develop and maintain job aids, user guides, SOPs, process documentation, training materials, reference guides, knowledge articles, and other resources. You'll take information that may be technical, complex, or incomplete and turn it into something employees can quickly understand and use.

Strengthen our Salesforce Knowledge Base. You'll help identify business processes that are missing, incomplete, outdated, or inconsistently documented. You'll audit and update existing Knowledge Base articles, partner with subject matter experts to validate information, and help determine when content should be created, revised, consolidated, or retired.

Help organize knowledge so people can find it. You'll support the development and refinement of Salesforce Knowledge Base taxonomy, categories, naming conventions, metadata, templates, and content standards. The goal is simple: make information easier to search, easier to find, and easier to use.

Bring structure to our content. You'll help establish and maintain templates, documentation standards, naming conventions, version control, content inventories, and organized documentation libraries. You'll regularly review existing materials to make sure they're accurate and current.

Dig into the details. You'll work with subject matter experts and business partners to understand processes, proactively identify missing information, reconcile conflicting details, and verify accuracy before information is published.

Keep documentation moving. You'll maintain trackers and review schedules, monitor documentation updates and approvals, and help make sure content doesn't become outdated after it's published.

Put Word and Excel to work. You'll use Word to create and maintain structured, professional documentation and Excel to manage trackers, inventories, records, and routine reporting. You'll need to be comfortable organizing information, checking for discrepancies, and keeping detailed records accurate.

Support the broader L&D team. Depending on the project, you may also help develop learning content, administer our LMS, create presentations, test new processes or systems, and occasionally support instructor-led or virtual training.

WHAT YOU’LL BRING

We're looking for someone who combines strong writing skills with a detail-oriented, process-minded approach.

You should be comfortable:

• Creating polished, complex documents in Microsoft Word.

• Using Excel to organize, maintain, validate, and report information.

• Writing clear instructions for people who don't already know the subject.

• Reviewing documentation and identifying gaps, duplication, outdated content, and inconsistencies.

• Organizing knowledge content using categories, taxonomy, metadata, and consistent naming conventions.

• Asking questions when information doesn't make sense or doesn't match.

• Working with subject matter experts to extract and validate the information you need.

• Managing several projects and deadlines without losing track of the details.

• Taking ownership of work and following it through from initial research to final quality check.

YOUR TECHNICAL TOOLKIT

Strong Microsoft Word skills are important for this position. You should be comfortable working with styles, templates, tables, sections, headers and footers, navigation, and longer structured documents.

You'll also use Excel regularly to maintain trackers, inventories, records, and reports. You should be comfortable with formulas and basic functions, tables, sorting and filtering, data validation, conditional formatting, and data cleanup.

Experience with Salesforce Knowledge is strongly preferred. Experience working with knowledge management systems, taxonomy, content governance, or structured content repositories is also valuable.

Experience with Learning Management Systems, Articulate 360, SharePoint, Microsoft Teams, or similar tools is a plus.

Experience

• Bachelor's degree in a related field preferred.

• 3 to 5 years of relevant experience in Learning & Development, technical writing, documentation, instructional design, knowledge management, business operations, or a related area.

• Experience developing business, technical, process, instructional, or knowledge-base documentation.

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

• Experience working with an LMS or in a corporate learning environment is helpful but not required.

What Success Looks Like

You'll know you're succeeding when our documentation is easier to find, easier to understand, and easier to maintain. Our Salesforce Knowledge Base contains current, well-organized information that employees can quickly locate and trust. Documentation gaps are identified and addressed, and we have a reliable process for keeping content current as the business changes.

You'll bring structure to a lot of moving information and help turn it into something useful, whether that's a clear job aid an employee can use in the moment, a Knowledge Base article that answers a question quickly, or well-organized documentation that helps employees do their jobs more effectively.

JOB DESCRIPTION

Learning Documentation & Knowledge Specialist

Position 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.

Core 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.

Qualifications

Education & Experience

• 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.