[Remote] Operations Knowledge Author
Note: The job is a remote job and is open to candidates in USA. EPITEC is hiring an Operations Knowledge Author to support Operations teams through clear, actionable knowledge content and process documentation. The role involves creating and maintaining technical and operational materials, partnering with subject matter experts, supporting release readiness, and improving content governance, searchability, accessibility, and knowledge management practices.
Responsibilities
- Research, write, edit, and maintain clear, actionable knowledge articles, guides, workflows, and process documentation that support Operations teams
- Translate complex technical, operational, and policy-driven information into user-friendly content for diverse audiences
- Develop and update knowledge of content to align with product and program releases, ensuring operational readiness prior to launch
- Consolidate information from multiple products, systems, and platforms into unified, searchable knowledge assets
- Partner with subject matter experts to document procedures, best practices, and lessons learned
- Maintain content using established metadata, taxonomy, accessibility, and governance standards
- Conduct routine content audits to ensure accuracy, compliance, and lifecycle management
- Track content health metrics, including review completion, update frequency, and content accuracy
- Improve templates, workflows, and authoring processes based on analytics and user feedback
- Support release-readiness activities by creating and validating knowledge of content before launching
- Optimize published content for searchability and accessibility
- Contribute knowledge management initiatives and AI-assisted authoring practices that improve efficiency and consistency
Skills
- • 3+ years of experience writing and editing content that explains complex processes, workflows, or product functionality in clear, simple language
- • Experience creating technical documentation, troubleshooting guides, job aids, how-to articles, or agent-facing knowledge content
- • Ability to simplify technical concepts and diagnostic information for non-technical audiences
- • Familiarity with operating systems and device environments, including Windows, Mac, iOS/iPadOS, Chrome OS, and Android
- • Ability to interpret technical manuals, procedures, and vendor documentation to create end-user content
- • Demonstrated expertise in professional writing, editing, and content development
- • Experience working with enterprise knowledge management platforms such as SharePoint, ServiceNow, or Confluence
- • Strong organizational skills and attention to detail
- • Proven ability to work cross-functionally with subject matter experts, product teams, program teams, and operations stakeholders
- • Experience working within structured governance, documentation, and workflow environments
- • Technical Writing
- • Knowledge Management
- • Knowledge Base Development
- • Process Documentation
- • Knowledge Article Creation
- • Troubleshooting Documentation
- • Content Governance
- • Metadata & Taxonomy Management
- • Content Auditing
- • Information Organization
- • Release Readiness Documentation
- • Search Optimization
- • Accessibility Compliance
- • Cross-Functional Collaboration
- • AI-Assisted Content Authoring
- • Written and Verbal Communication
- • Equivalent combination of professional experience and relevant training will also be considered
- • Experience supporting EdTech, SaaS, customer support, or contact center environments
- • Familiarity with AI-assisted authoring tools and content analytics platforms
- • Understanding metadata management, taxonomy frameworks, and information architecture principles
- • Experience with accessibility standards and content governance best practices
- • Knowledge of usability testing, information design, or UX writing methodologies
- • Certification or formal training in technical writing, editing, knowledge management, or Knowledge-Centered Service (KCS)
- • Familiarity with KCS principles and knowledge management frameworks
- • Bachelor's degree in Technical Writing, Communications, English, Journalism, Education, Information Management, Business, or a related field preferred
Benefits
- Remote work arrangement
Company Overview