Instructional Documentation & Knowledge Specialist (Hybrid)

RTX • Farmington, CT

1d • Hybrid

About The Position

This role is responsible for creating, maintaining, and improving high-quality knowledge and instructional documentation that supports employees, HR partners and advisors globally. This role ensures content accuracy, accessibility, and usability by translating complex processes into clear, consumable materials. Success in this position requires strong technical writing skills, exceptional attention to detail, and the ability to work cross-functionally with subject matter experts and Centers of Expertise. The ideal candidate understands foundational principles of passive learning, education and design principles and can create content that is visually clear, easy to follow, and practical for employees to apply. Success in this role requires excellent verbal and written communication skills, along with the ability to support effective employee engagement across Business Solutions initiatives.

Requirements

• Typically requires a University Degree or equivalent experience and minimum 5 years prior relevant experience, or An Advanced Degree in a related field and minimum 3 years of experience.
• Experience gathering and synthesizing information from subject matter experts (SMEs).
• Experience writing clear, concise step‑by‑step instructions, workflows, and user guides.
• Experience translating complex or technical information for non‑technical audiences.
• Experience working with Microsoft Office tools, including advanced PowerPoint skills.
• Experience working with at least one of the following tools: ServiceNow, Workday and Canva.

Nice To Haves

• Effective time‑management skills with the ability to balance multiple tasks.
• Skilled in managing group dynamics and sustaining learner focus.
• Comfortable answering questions in real time and providing supportive, clear guidance
• Experience with HR policies, procedures and processes is a plus
• Background in teaching, graphic design or learning and development is a plus
• Familiarity with screen‑capture tools (e.g., Snagit).
• Familiarity or experience with HTML is a plus
• Prior use of AI
• Ability to review learning data, assessments, and feedback (including MFA) to improve content.
• Strong analytical, critical‑thinking, and problem‑solving abilities.
• Excellent grammar, editing, and proofreading skills.
• Strong attention to detail and commitment to accuracy.
• Strong verbal communication skills with the ability to explain concepts clearly and simply.
• Effective time‑management skills with the ability to balance multiple tasks.
• Skilled in managing group dynamics and sustaining learner focus.
• Comfortable answering questions in real time and providing supportive, clear guidance

Responsibilities

• Develop and maintain high‑quality instructional documentation that supports defined processes and business needs.
• Build and maintain employee-facing knowledge content along with defining and creating supporting documentation in empowerU.
• Ensure knowledge content and documentation are accessible, clear and actionable.
• Ensure content meets established quality, accessibility, and branding standards.
• Create and update materials such as Quick Guides, Process Guides, Workflows, and Infographics.
• Audit existing documentation and update materials to reflect current processes, policies, and systems.
• Implement updates promptly based on audit findings or process changes.
• Collaborate with subject matter experts, project teams, and stakeholders to gather requirements and validate content accuracy.
• Ask clarifying questions to ensure knowledge and associated documentation are complete, accurate, and aligned with defined needs.
• Convert policies and procedures into clear, consumable knowledge for diverse audiences.
• Ensure content aligns with the Global Knowledge Styling Guide and Playbook.
• Review metrics and employee feedback to drive continuous content improvement.

Benefits

• parental (including paternal) leave
• flexible work schedules
• achievement awards
• educational assistance
• child/adult backup care
• medical
• dental
• vision
• life insurance
• short-term disability
• long-term disability
• 401(k) match
• flexible spending accounts
• employee assistance program
• Employee Scholar Program
• paid time off
• holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level