Specialist II - Learning Documentation

PODS • South Highpoint, FL

5d

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 usable learning and performance-support materials.

A key focus is supporting the quality and organization of the Salesforce Knowledge Base. The Specialist identifies undocumented or inconsistently documented processes, audits and updates knowledge articles, and helps develop knowledge structure, taxonomy, and content standards. The role works with L&D colleagues, subject matter experts, business leaders, and cross-functional partners to keep documentation accurate, consistent, current, and useful.

The Specialist also maintains documentation trackers and inventories, supports LMS administration and reporting, and contributes to learning and performance support. The position may support instructor-led, virtual, or hybrid training when business needs require it.

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 proficiency creating and managing complex professional documents in Microsoft Word.
• Strong working proficiency using Microsoft Excel to organize, maintain, and report information.
• 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 adapt content for audiences with different levels of technical knowledge.
• Strong verbal communication and interviewing skills for gathering information from subject matter experts.
• Understanding of knowledge management principles, taxonomy, metadata, content organization, and searchability.
• Ability to identify documentation gaps and determine when content should be created, revised, consolidated, or retired.
• Strong understanding of content governance, version control, review cycles, and documentation standards.
• Strong critical-thinking, problem-solving, organizational, and information-management skills, with high accuracy and attention to detail.
• Ability to identify process and documentation inconsistencies and gaps, manage multiple projects and deadlines, work independently, take ownership of detailed work, 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 working in a corporate or operational learning environment.
• Experience with Learning Management Systems and learning technologies.
• Experience working with Salesforce Knowledge or another enterprise knowledge-management platform.
• Experience developing SOPs, process documentation, job aids, technical user guides, or knowledge articles.
• Experience with Salesforce Knowledge, 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, 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 documentation for employees.
• Develop structured documents using advanced Microsoft Word functionality, including styles, templates, tables, sections, navigation, references, and document controls.
• Establish and maintain documentation standards, templates, naming conventions, formatting, and version control.
• Review existing learning materials and knowledge articles for accuracy, clarity, consistency, usability, duplication, and alignment with current processes.
• Conduct documentation audits and coordinate updates when systems, policies, procedures, or business processes change.
• Identify undocumented, incomplete, outdated, duplicative, inconsistent, or conflicting documentation and recommend appropriate updates, consolidation, or retirement.
• Edit and proofread content produced by L&D team members and subject matter experts.
• Organize and maintain documentation libraries and the Salesforce Knowledge Base to support searchability, findability, and ease of use.
• Partner with subject matter experts and business stakeholders to gather, validate, and document process information, resolve conflicting or incomplete information, and confirm technical accuracy.
• Assist with Knowledge Base structure, taxonomy, categories, naming conventions, metadata, content standards, article templates, governance, ownership, review cycles, and version control.
• Maintain trackers, inventories, review schedules, content ownership records, and other records used to manage 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.
• Track documentation requests, updates, approvals, and publishing activities; review information for completeness and accuracy, resolve discrepancies, and produce routine reports and status updates.
• Support LMS reporting and completion tracking, including course setup, assignments, data validation, learning-record reconciliation, and routine reporting.
• Identify opportunities to simplify or 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 requirements for new or revised learning resources and support curriculum and learning program development through research, documentation, and content organization.
• Support facilitation of instructor-led, virtual, or hybrid training when business needs require it, and assist with learner assessments, evaluations, surveys, and other learning activities.
• Support testing and documentation associated with learning technology, system changes, or new processes.
• Maintain accurate learning records and organized documentation in accordance with established L&D practices.
• Support alignment between formal learning content, process documentation, and Salesforce Knowledge Base resources when applicable.

What This Job Offers

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