Instructional Designer / Knowledge Content Specialist

About the role

We are seeking an Instructional Designer / Knowledge Content Specialist to design, structure, and maintain clear, user-centered process documentation and knowledge assets. This role is responsible for transforming complex processes into intuitive, actionable content for both internal users and customer-facing channels, including AI-powered tools.

Responsibilities

• Develop and maintain Standard Operating Procedures (SOPs) and Work Instructions (WIs).
• Translate complex workflows into clear, structured, and easy-to-follow documentation.
• Ensure documentation aligns with established business processes.
• Apply document control standards, including version control, ownership, and updates.
• Create and optimize content for AI chatbots and virtual assistants.
• Develop clear, conversational, accurate, and compliant customer-facing content.
• Ensure content supports self-service and first-contact resolution.
• Design decision trees, guided workflows, and troubleshooting documentation.
• Structure content to help users navigate complex scenarios and make informed decisions.
• Collaborate with subject matter experts to validate documentation and workflow logic.
• Design content with a user-centered approach for internal and external audiences.
• Improve the usability and accessibility of knowledge assets.
• Standardize documentation formats, templates, and naming conventions.
• Identify documentation gaps and continuously improve knowledge effectiveness.
• Convert complex business processes into structured and easy-to-understand documentation.
• Optimize existing documentation to improve clarity, usability, and efficiency.
• Develop content suitable for multiple audiences, including employees, customers, and AI-powered platforms.

Qualifications

• Demonstrated experience developing structured process documentation, including SOPs and work instructions.
• Experience translating complex processes into clear, user-friendly documentation.
• Strong content optimization and documentation improvement skills.
• Experience creating user-centered knowledge content.
• Ability to develop documentation for both human users and AI-assisted knowledge platforms.
• Strong written communication and documentation skills.
• Bachelor's degree preferred; candidates with relevant experience will also be considered.
• Experience with AI/chatbot content or knowledge platforms is a plus.
• Background in instructional design, technical writing, or knowledge management is preferred.
• Portfolio or writing samples showcasing structured documentation are preferred.
• Experience with Visio and Salesforce is preferred but not required.

What Makes HTC A Great Place To Build Your Future

We want you to join our team at HTC Global Services. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

Benefits

• Group Health (Medical, Dental, and Vision)
• Paid Time Off
• Paid Holidays
• 401(k) matching
• Group Life and Disability insurance
• Professional Development opportunities
• Wellness programs
• and a variety of other perks

About HTC Global Services

At HTC Global Services, we are committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success.

Equal Opportunity Employer

HTC Global Services is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.