Documentation and Knowledge Management Specialist

Essential Functions and Principal Accountabilities

• Develop, maintain, and improve process documentation, procedures, job aids, and reference materials for workflows across the organization.
• Translate complex business, regulatory, compliance, and technical requirements into clear, practical documentation that supports consistent execution.
• Partner with enterprise subject matter experts to gather inputs, capture decision logic, and document both the “how” and “why” behind processes to ensure continuity of knowledge across teams.
• Capture and translate institutional and historical knowledge from tenured staff into structured, accessible documentation that supports knowledge transfer, onboarding, and cross-training.
• Partner with leaders to identify critical knowledge gaps and proactively document processes that reduce dependency on individual contributors and support a more resilient, future-ready workforce.
• Develop, maintain, and promote enterprise standards for process documentation, including templates, formatting, and best practices to ensure consistency and usability across departments.
• Educate and support teams in adopting standardized documentation practices and tools, driving alignment in how information is created, maintained, and shared.
• Maintain document governance, version control, and update cycles to ensure materials remain current as processes, tools, or regulations change.
• Design and maintain information architecture within SharePoint (site structure, navigation, document libraries). Ensure documentation is organized, stored, and easily accessible within designated systems (e.g., SharePoint or knowledge repositories) enabling teams to quickly locate and use information.
• Partner with business teams to support workflow automation and content lifecycle management within SharePoint.
• Identify gaps or inconsistencies in documentation or processes and recommend opportunities for clarity, efficiency, or improvement.
• Partner with process owners and leaders to communicate updates and changes to policies and procedures to relevant stakeholders.
• Serve as a coordination point between vendor owners and internal partners, ensuring vendor-related activities are tracked, documented, and aligned to established processes.
• Support the implementation of consistent vendor management practices across departments and maintain organized, audit-ready vendor records.
• Establish and maintain positive working relationships with internal and external stakeholders.
• Adhere to quality, documentation, and turnaround time standards.
• Comply with all company policies and procedures, including applicable DDPA standards.
• Maintain strict confidentiality and adhere to all HIPAA requirements.
• Perform other duties as assigned.

Required

• Bachelor’s degree or equivalent experience in business, healthcare administration, technical writing, compliance, or a related field.
• Experience in process documentation, technical writing, project coordination, or a related role.
• Strong written communication skills, with the ability to create clear, practical, and user-friendly documentation.
• Ability to organize complex information and translate it into easy-to-use procedures and materials.
• Experience working collaboratively across departments and influencing without direct authority.
• Strong attention to detail, follow-through, and organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft 365 tools (Word, Excel, PowerPoint, SharePoint, Teams).
• Ability to balance focused documentation work with coordination and administrative responsibilities.
• Ability to maintain strict confidentiality; adherence to all HIPAA laws.
• Dependability in attendance and punctuality.

Preferred

• Experience in healthcare, insurance, or a regulated environment.
• Experience designing or administering SharePoint sites, document libraries, or workflows.
• Experience with project tracking or workflow management tools.
• Familiarity with documentation governance, knowledge management practices, or regulatory documentation requirements.