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:

    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.

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
Note that the Learning Design & Development Specialist may work in an adaptive, self-managed, cross-functional Agile development team where additional duties may arise including, but not limited to:
    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

Job Family Group:

Human Resources

Job Family:

Talent, Development, Learning & Engagement

Time Type:

Full time

Primary Location Full Time Salary Range:

$77,400.00 - $108,000.00

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

This job opening is for an existing job vacancy.

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