Knowledgebase Content Specialist

Join Our Team as a Knowledgebase Content Specialist at SoftWriters!

Are you passionate about technology and making a real difference in healthcare? At SoftWriters, we empower LTC pharmacies and save lives through innovative IT solutions.

We’re on the lookout for a dynamic, experienced Knowledgebase Content Specialist to join our team and elevate our engineering efforts.

The Role

We are seeking a dedicated and experienced Knowledgebase Content Specialist to join our team.

The ideal candidate will be responsible for developing and maintaining internal documentation such as Standard Operating Procedures (SOPs) and customer-facing documentation including User Guides, Help Guides, FAQs, and other knowledge base content.

This role is crucial for ensuring that our documentation is accurate, comprehensive, and user-friendly, aligning with our overall business strategy and goals.

What You’ll Do

This role directly supports successful product releases by ensuring clear, accurate documentation is available for internal teams and customers.

This work helps reduce support issues, improve readiness, and keep releases on track.

The essential functions include, but are not limited to, the following:

Content Development and Maintenance:


* Develop, write, and maintain high-quality internal documentation such as SOPs, process documentation, and training materials.


* Create and update customer-facing documentation including User Guides, Help Guides, FAQs, and other knowledge base content, leveraging AI-powered tools to optimize content for clarity and user engagement.


* Ensure all documentation is clear, concise, and user-friendly, catering to both technical and non-technical audiences.


* Author SOPs that are so intuitive and well-structured that even users with no prior context can follow them with confidence.

Content Management:


* Manage the documentation lifecycle, including drafting, reviewing, editing, and publishing content.


* Maintain a comprehensive and organized knowledge base, ensuring all content is up-to-date and easily accessible.


* Implement and maintain documentation standards and best practices to ensure consistency and quality across all content.


* Utilize knowledge base platforms and tools such as Microsoft SharePoint, Aha! Knowledge, or equivalent to manage and organize documentation.

Root Cause Analysis & Knowledge Audits:


* Investigate unclear processes, surface documentation breakdowns, and propose improvements to existing SOPs.


* Identify outdated, inconsistent, or redundant knowledge and proactively clean it up.

User Feedback and Continuous Improvement:


* Collect and analyze user feedback to identify areas for improvement in documentation.


* Continuously monitor and update documentation based on user feedback, product updates, and new feature releases.


* Work with the product team to incorporate user feedback into the documentation roadmap and prioritize improveme...