XTN-9BFD868 | SENIOR TECHNICAL AND CONTENT WRITING SPECIALIST

The Content and Technical Writer Lead will be responsible for developing and maintaining essential internal and client-facing documentation, including Standard Operating Procedures (SOPs), Business Continuity Plans (BCP), work instructions, and process workflows. Additionally, this role will contribute to leadership development by designing and implementing training content that aligns with adult learning principles.

Initially, this position will be hands-on, focusing on shaping the Technical and Content Writing and Leadership Development functions within the organization. Over time, the role may transition into a leadership position overseeing both functions.

This role requires a structured and detail-oriented individual with a passion for knowledge management, process optimization, and leadership development. 

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Technical Writing & Process Documentation

• Develop and maintain internal and client-facing documentation, including SOPs, work instructions, and business process flows.
• Work closely with operations, IT, and leadership teams to document processes with clarity and precision.
• Ensure all documents follow a structured format, are version-controlled, and comply with industry best practices.
• Lead the development of a Knowledge Management System (KMS) for easy access and retrieval of critical information.
• Support the Business Continuity Planning (BCP) process by documenting emergency procedures and contingency plans.
• Lead the development and implementation of a scalable Knowledge Management System (KMS) to centralize and streamline internal and client documentation.
• Establish governance frameworks, access controls, and best practices for maintaining an effective KMS.
• Collaborate with IT, Operations, and Leadership teams to ensure seamless integration of KMS with existing business processes.
• Continuously assess and improve the system to enhance usability, searchability, and adoption across teams.

Leadership Development & Training Content Creation

• Design and develop leadership training modules, playbooks, and e-learning content that align with adult learning principles.
• Collaborate with HR, Learning & Development, and Operations to create and refine training materials.
• Introduce best practices in learning design, including microlearning, scenario-based training, and competency assessments.
• Standardize leadership onboarding and continuous development programs to improve consistency and quality.
• Facilitate knowledge-sharing initiatives through workshops, coaching sessions, and internal documentation libraries.

Strategic & Future Leadership Opportunities

• Support the development of a structured Technical Writing function and Leadership Development function within the company.
• Identify gaps in documentation and training and proactively develop solutions to address them.
• Contribute to process improvement initiatives and work closely with department heads to ensure alignment with business goals.
• Over time, take on leadership responsibilities, overseeing a team of technical writers and content developers.

Technical & Industry-Specific Skills

• Proven experience in technical writing, process documentation, or knowledge management within a corporate setting.
• Strong background in leadership development, adult learning principles, and instructional design.
• Ability to create clear, structured, and visually engaging documentation using tools like Confluence, Visio, Lucidchart, or similar platforms.
• Experience with content development tools such as Articulate Storyline, Adobe Captivate, or Microsoft Sway.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and Google Workspace.
• Knowledge of quality and compliance frameworks within BPO, customer service, or outsourcing industries.
• Proven experience in setting up, managing, or optimizing a Knowledge Management System (KMS) within a corporate or operations environment.
• Strong understanding of best practices in knowledge management, document control, and information retrieval.
• Ability to implement workflows and automation to ensure efficient content updates and accuracy.
• Experience in evaluating and selecting KMS platforms based on business needs.

Soft Skills (Industry Best Practices)

• Strong analytical mindset – ability to break down complex processes into clear, step-by-step documentation.
• Excellent communication skills – able to translate technical or operational jargon into digestible content for all levels of the organization.
• Attention to detail – highly meticulous in maintaining accuracy in process documentation.
• Strategic thinker – ability to align documentation and training initiatives with overall business objectives.
• Collaboration & stakeholder management – ability to work with multiple departments, from frontline teams to senior executives.
• Problem-solving ability – adaptable and solution-oriented in structuring and improving processes.
• Leadership potential – ability to eventually lead a team and build out the function.

Experience in Change Management:

• Proven ability to document, implement, and communicate process changes across multiple teams.
• Experience in training and guiding employees through organizational or procedural changes to drive adoption.
• Strong understanding of resistance to change and strategies to increase engagement and alignment with new processes.
• Ability to measure the effectiveness of change initiatives and make continuous improvements.

Technology-proficient:

• Proactive in researching, recommending, and utilizing industry-best practice tools for documentation, content development, and knowledge management.
• Experience in leveraging automation, AI-powered knowledge management tools, or digital learning platforms to enhance efficiency and content accessibility.
• Ability to integrate technology into documentation workflows to ensure seamless updates and distribution.
• Comfortable with using and optimizing document control systems, LMS platforms, and collaboration tools.