About The Position
We are seeking a detail-oriented and highly collaborative Process Documentation & Knowledge Management Specialist to support enterprise-wide process standardization. This role will work across all business units—including Sales, Customer Success, Service Delivery, PMO, Finance, and Support—to capture, formalize, and centralize operational processes into a single, structured repository. The ideal candidate thrives in fast-paced environments, can quickly understand complex workflows, and has a passion for bringing clarity and structure to how teams operate.
Requirements
- 3–6+ years of experience in process documentation, technical writing, or operations
- Proven experience creating SOPs, workflows, and structured documentation
- Strong ability to work cross-functionally with global teams
- Excellent written and verbal communication skills
- High attention to detail and strong organizational skills
Nice To Haves
- Experience in IT Services, Managed Services, or Consulting environments
- Familiarity with tools such as SharePoint, Confluence, or similar platforms
- Experience with process mapping tools (Lucidchart, Visio, Miro, etc.)
- Understanding of ITIL or operational best practices
- Exposure to systems like Autotask, HubSpot, or similar platforms
Responsibilities
- Partner with cross-functional teams and Subject Matter Experts (SMEs) to document current-state workflows
- Convert informal processes and tribal knowledge into structured documentation
- Develop: Standard Operating Procedures (SOPs), Process maps and workflows, Checklists and playbooks
- Organize, maintain, and update the knowledge repository for accurate and easy user access.
- Efficiently organize, maintain, and update the company's knowledge base to ensure easy access and up-to-date information for all employees.
- Build and maintain a centralized documentation repository (SharePoint, Confluence, or similar)
- Organize documentation for ease of access, usability, and scalability
- Implement standards for: Document templates, Version control, Review and approval workflows
- Engage with teams across Sales, PMO, Delivery, Support, Finance, and Operations
- Identify process gaps, redundancies, and inconsistencies
- Drive standardization to improve handoffs and accountability
- Regularly review and update documentation to ensure accuracy and relevance
- Identify opportunities to streamline workflows and reduce manual effort
- Support audit readiness and compliance initiatives
- Train teams on how to access and use the documentation repository
- Promote adoption of standardized processes across the organization
- Serve as a central resource for documentation best practices
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
