Knowledge Management Technical Writer

Job Description and Requirements

The Technical Writer will create, organize, write, and edit operational procedures and technical articles for the Knowledge Management (KM) Program. This position will work directly with the knowledge management team and subject matter experts to compose and standardize deliverables in accordance with CU terminology while maintaining continuity of style with set guidelines. The objective of the KM program is enhancing both the member and employee experience through consistent information that is easily attainable while ensuring compliance with policies, procedures, and regulations. This role introduces Artificial Intelligence (AI) tools to streamline content creation and management.

Essential Functions and Responsibilities:

• Collaborate with subject matter experts (SMEs) to gather accurate and relevant information for documentation.
• Ensure that content aligns with user needs, business goals, and KM methodologies.
• Gather feedback from users to improve knowledge base content quality.
• Review, create, edit, and maintain clear and comprehensive documentation for internal and external audiences for accuracy and adherence to style guidelines.
• Organize and manage content requests or questions in the KM ticketing systems, including version control.
• Provide updates in a timely manner and meet demands as outline in the service-level agreements (SLAs) of the KM program. 
• Support cross-functional teams with documentation needs.
• Update and maintain different article types in the knowledge base.
• Ensure consistency, clarity, and simplicity in all documentation.
• Assist in implementing and using AI tools for automated document generation and content suggestions.
• Apply basic knowledge of AI-driven grammar and style-checking tools.
• Participate in training on AI-related documentation tools and technologies.
• Utilize cognitive ability to suggest or identify trends to implement opportunities in alignment with the overall KM organizational goal.
• All other duties as assigned (note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice).

Requirements:

• High School Diploma or G.E.D.
• Minimum of 1 year experience as a technical writer (within a Bank or Credit Union preferred)
• Strong analytical and problem-solving skills, ability to break down complex problems quickly
• Highly organized and deadline oriented with demonstrated attention to detail; strong meeting organization and facilitation skills
• Ability to adapt well to change in priorities and/or guidelines
• Ability to work independently in a fast-paced environment and complete projects on time with minimal supervision.
• Proficient in Microsoft Office products (Word, Excel, PowerPoint, and Project) and industry standard project management tools.
• Excellent written, verbal, and interpersonal communication skills with an acute ability to listen attentively and communicate effectively throughout all levels of the organization.
• Desire and ability to work well in a team environment.
• Familiarity with Prompt Engineering as a skill set
• Open to obtaining Artificial Intelligence (AI) certification(s) within 12 to 24 months of entering the role

Preferred:

• Knowledge-Centered Service (KCS) or Knowledge Management (KM) certification is a plus.
• Bachelor's degree in English, Communication, or Journalism
• Certification in Prompt Engineering
• Experience in using AI tools such as ChatGPT, Perplexity, Claude, or Microsoft Copilot to enhance writing and content creation processes
• Knowledge of how AI can be leveraged to create, edit, and maintain high-quality documentation

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.