Instructional Designer / Knowledge Content Specialist

Key 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 business processes and operational objectives.
• Apply document control standards, including version management, ownership, and updates.
• Create and optimize content for AI-powered chatbots and virtual assistants.
• Develop content that is: Clear and conversational, Accurate and compliant, Consistent with brand voice and customer expectations, Support self-service experiences and first-contact resolution through effective knowledge content.
• Develop decision tree and guided workflow documentation.
• Structure content that enables users to: Navigate complex scenarios, Make informed decisions efficiently, Collaborate with subject matter experts to validate content accuracy and workflow logic.
• Design knowledge content with a user-centered approach for employees, customers, and partners.
• Improve the accessibility, usability, and organization of knowledge assets.
• Standardize documentation formats, templates, and naming conventions.
• Identify documentation gaps and recommend continuous improvements.

Required Qualifications

• Demonstrated experience creating and maintaining SOPs, work instructions, process documentation, or structured knowledge content.
• Ability to translate complex processes into clear, organized, and easy-to-understand documentation.
• Experience improving existing documentation for clarity, usability, and efficiency.
• Strong written communication and content organization skills.
• Experience designing content for multiple audiences, including employees, customers, and AI-supported knowledge channels.
• Bachelor's degree preferred; equivalent relevant experience will also be considered.

Preferred Qualifications

• Experience with AI knowledge platforms or chatbot content.
• Portfolio or writing samples demonstrating structured documentation.
• Background in instructional design, technical writing, or knowledge management.
• Experience with Visio and Salesforce.
• Familiarity with AI tools.

What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. 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. At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include 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. Our success as a company is built on inclusion and diversity. HTC Global Services is 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. HTC 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.