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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