Specialist II - Learning Documentation

PODS • Clearwater, FL

4d

About The Position

The Learning Documentation & Knowledge Specialist develops, maintains, and manages documentation, knowledge content, and resources that support Learning & Development programs and employee performance. The role combines technical and instructional writing with documentation management, translating complex processes, systems, workflows, and business requirements into clear, accurate, and useful materials for employees.

A key focus is supporting the quality, structure, and organization of the Salesforce Knowledge Base. The Specialist identifies documentation gaps, audits and updates articles, partners with subject matter experts to verify information, and supports taxonomy, categories, metadata, content standards, and governance. The role also maintains documentation libraries, templates, version controls, inventories, trackers, review schedules, and reports.

The Specialist works with L&D team members, subject matter experts, business leaders, and cross-functional partners to ensure content is accurate, consistent, current, and easy to find and use. Depending on business needs, the role may also support learning content development, LMS administration, learning technology testing, assessments, and instructor-led, virtual, or hybrid training.

Requirements

• 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.
• Advanced Microsoft Word skills, including creating and managing complex professional documents.
• Strong working proficiency in Excel for organizing, maintaining, validating, and reporting information; familiarity with formulas and basic functions, tables, sorting and filtering, data validation, conditional formatting, and data cleanup.
• Exceptional technical, instructional, and business writing skills; strong editing, proofreading, grammar, and quality-control skills.
• Ability to turn complex or incomplete information into clear, logical documentation and adjust content for audiences with different levels of technical knowledge.
• Strong verbal communication and interviewing skills for gathering information from subject matter experts.
• Ability to identify documentation gaps, duplication, outdated content, inconsistencies, and unclear information.
• Understanding of knowledge management principles, taxonomy, metadata, content organization, and searchability.
• Strong understanding of content governance, version control, review cycles, and documentation standards.
• Strong critical thinking, problem-solving, organizational, and information-management skills, with a high level of accuracy and attention to detail.
• Ability to manage multiple projects, priorities, and deadlines; work independently; and take ownership of detailed work from initial research through final quality checks.
• Ability to ask thoughtful questions, challenge unclear information, and verify accuracy before publishing.

Nice To Haves

• Bachelor’s degree in Learning & Development, Education, Communications, Business, Technical Communication, Human Resources, or a related field preferred.
• Experience developing or maintaining knowledge-management content, knowledge bases, or structured documentation repositories.
• Experience with Salesforce Knowledge or another enterprise knowledge-management platform.
• Experience working in a corporate or operational learning environment.
• Experience with Learning Management Systems and learning technologies.
• Experience developing SOPs, process documentation, job aids, technical user guides, or knowledge articles.
• Experience with 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.

Responsibilities

• Create, edit, standardize, and maintain user guides, job aids, SOPs, process documentation, training materials, 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 Microsoft Word features such as styles, templates, tables, sections, navigation, references, and document controls.
• Establish and maintain documentation standards, templates, naming conventions, formatting practices, and version control.
• Review 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 undocumented, incomplete, outdated, duplicative, or inconsistent processes and documentation.
• 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 locate current resources.
• Partner with subject matter experts to validate technical accuracy and resolve conflicting or incomplete information.
• Support the development and maintenance of the Salesforce Knowledge Base.
• Identify business processes and workflows that are missing or insufficiently documented in the Knowledge Base.
• Audit Knowledge Base articles for accuracy, clarity, usability, duplication, and alignment with current business processes; update or revise content as needed.
• Assist with Knowledge Base structure, taxonomy, categories, naming conventions, metadata, templates, and content standards to improve searchability and usability.
• Identify duplicate, outdated, conflicting, or obsolete Knowledge Base content and recommend consolidation, revision, or retirement.
• Support Knowledge Base governance, including review cycles, ownership, version control, and documentation standards.
• Maintain trackers and records for 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 content-governance tools.
• Track documentation requests, updates, approvals, and publishing activities; review information for completeness and accuracy and resolve discrepancies.
• Produce routine reports and status updates related to documentation, learning activities, and content maintenance.
• Support LMS reporting and completion tracking, and identify opportunities to improve recurring documentation and administrative processes.
• 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; support curriculum and learning program development through research, documentation, and content organization.
• Support instructor-led, virtual, or hybrid training when business needs require it, and assist with assessments, evaluations, surveys, and other learning activities.
• Support LMS administration, including course setup, assignments, completion tracking, data validation, routine reporting, and record reconciliation.
• Support testing and documentation for learning technology, system changes, or new processes.
• Maintain organized learning records and documentation, and support alignment between formal learning content, process documentation, and Salesforce Knowledge Base resources.

What This Job Offers

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