The Learning Design & Development Specialist (Knowledge Management Author) is a content authoring (technical writing) role with a solid understanding of industry standards and writing principles to create instructional/procedural content.  The role requires deep understanding of performance-based learning. A key competency is the ability to break down information in a systemic and consumable manner to support learning and on the job performance. Strong communication and diplomacy skills are required in the handling of potentially complex/sensitive information. Consulting with and influencing business stakeholders is a core responsibility. A strong focus on quality and timeliness of deliverables is imperative.

Responsibilities:

Note that the Knowledge Management Author may work in an adaptive, self-managed, cross-functional Agile development team where additional duties may arise including, but not limited to:

• Writes technical/procedural content to assist front line staff (contact center, branch) with job performance.
• Adheres to defined Knowledge Management writing standards and instructional design best practices to optimize the end-user experience (accessibility, findability, usability, etc.).
• Analyzes and sizes work effort for knowledge management requests .
• Conducts quality reviews on procedural content to ensure adherence to writing and quality standards.
• Meets productivity and quality goals.
• Performs administrative knowledge management tasks (archiving, copies, mechanical revisions).
• Identifies inconsistencies or discrepancies in knowledge content.
• Assesses risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.
• Escalates, manages, and reports risk with expediency and transparency.
• Consults with USPB requestors/stakeholders around work prioritization and quality.
• Participates in the Learning (Instructional Design) process by conducting needs assessments; task analysis; and research of knowledge management components.
• Works with subject matter experts to develop knowledge management solutions for assigned projects, based on the outcome of analyzing business needs, performance goals, and audience.
• Support the intake of new learning request through consulting and needs analysis as well as implementation of final product (including building and influencing key relationships across HR, L&D and the business); measure business outcomes. 
• Supporting design and development of training solutions using a variety of learning tools and modalities in partnership with business and learning partners
• Observing and/or facilitating created curricula in both classroom and virtual environments and collaborating with key partners to ensure learner success.

Qualifications

• 2-5 years experience of knowledge management and/or technical writing experience.
• Experience with the content writing/authoring tools.
• Knowledge of KMS systems (intake, authoring, workflow, governance, end-user experience, etc.)
• Understanding knowledge management principles, theories, and best practices

• Clear and concise written and verbal communication skills
• Proficient in Microsoft Office with an emphasis on MS Excel
• Self-motivated and detail oriented
• Adult education in a financial services and/or corporate setting a plus

Leadership Skills:

• Ability to establish and/or build trust with teams, colleagues, and leaders
• Effective written and oral communication skills
• Ability to influence peers, direct manager, and specific business partners
• Ability to network and partner with colleagues and business partners
• Demonstrate adaptability; work well in ambiguous situations
• Model personal development
• Ability to work in a matrix organization
• Work well in a team environment
• Possess effective listening skills
• Possess effective, solution-oriented problem-solving and negotiating skills
• Ability to stay customer-focused
• Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes

Qualifications

• 2-5 years' experience of knowledge management and/or technical writing experience.
• Advanced English level
• Experience with the content writing/authoring tools.
• Knowledge of KMS systems (intake, authoring, workflow, governance, end-user experience, etc.)
• Understanding knowledge management principles, theories, and best practices

• Clear and concise written and verbal communication skills
• Proficient in Microsoft Office with an emphasis on MS Excel
• Self-motivated and detail oriented
• Adult education in a financial services and/or corporate setting a plus

Leadership Skills:

• Ability to establish and/or build trust with teams, colleagues, and leaders
• Effective written and oral communication skills
• Ability to influence peers, direct manager, and specific business partners
• Ability to network and partner with colleagues and business partners
• Demonstrate adaptability; work well in ambiguous situations
• Model personal development
• Ability to work in a matrix organization
• Work well in a team environment
• Possess effective listening skills
• Possess effective, solution-oriented problem-solving and negotiating skills
• Ability to stay customer-focused
• Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes

Skill/Experience

• Technical Writing & Clarity: Demonstrated ability to produce clear, concise, and accurate procedural content, instructions, and documentation for a technical audience.
• Content Management System (CMS) Proficiency: Experience with knowledge management platforms and content authoring tools (e.g., SharePoint, Confluence, Zendesk Guide) for creating, publishing, and maintaining articles.
• Understanding of Call Center Operations: Familiarity with call center workflows, agent needs, common customer inquiries, and the operational environment to create highly relevant and actionable content.
• Information Architecture & Organization: Strong ability to structure and organize complex information logically, using headings, bullet points, and other formatting to enhance readability and searchability.
• User Empathy & Problem Solving: Capacity to understand the end-user (call center agent) perspective, anticipate their questions, and provide solutions that efficiently guide them through procedures.