Knowledgebase Content Specialist (Information Technology)

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 improvements.

Cross-functional Collaboration:

• Work closely with Subject Matter Experts (SMEs), Support, and Ops teams to gather accurate information and validate updates.
• Provide training and support to internal teams on how to use and contribute to the knowledge base.
• Assist in the development of training materials and programs to enhance user understanding and engagement with the documentation.

Minimum Qualifications

• Proven experience as a Knowledgebase Content Specialist, Technical Writer, or similar role in content development and management.
• Strong writing, editing, and proofreading skills with a keen eye for detail.
• Excellent communication and organizational skills, with the ability to work collaboratively with cross-functional teams.
• Proficiency in content management systems (CMS) and documentation tools.
• Experience with knowledge base platforms and tools such as Microsoft SharePoint, Aha! Knowledge, or equivalent.
• BS in English, Communications, Technical Writing, or a related field.

Preferred Qualifications

• At least 4 years of experience in technical writing or content development in a software or technology environment.
• Familiarity with Agile methodologies and software development processes.
• Knowledge of healthcare technology solutions or pharmacy management systems is a plus.
• Experience in utilizing AI technologies for content development and management.
• Ability to perform root cause analysis and recommend improvements to existing processes.
• Experience in conducting knowledge audits to identify and clean up outdated or redundant content.
• Strong skills in writing user-centric documentation that is intuitive and clear.

Why SoftWriters?

• Mission-Driven: Our mission is simple yet powerful: Empower LTC Pharmacies, Save Lives.
• High-Tech Office: Our new, open, high-tech office on the North Shore of Pittsburgh offers stunning views of the city and is located directly on the water.
• Work-Life Balance: Enjoy our hybrid work policy with paid parking and core office days on Tuesday, Wednesday, and Thursday, flexible hours, and a Remote-Work Bank for remote work on core office days.
• Competitive pay and benefits including 100% paternity leave, floating holidays, 401k match, and more
• Core Values:
• Innovators, Thought Leaders, Teachers: We foster a culture of continuous learning and innovation.
• Accountability and Ownership Delivers Results: We believe in taking responsibility and delivering excellence.
• Customers Determine Our Success: Our customers are at the heart of everything we do.
• Operate with Unyielding Integrity: We uphold the highest standards of honesty and ethics.
• One Team, Family Spirit: We work together, support each other, and celebrate our successes as a family.

Note: This position will not sponsor VISA and is hybrid based in Pittsburgh.

At SoftWriters, you will only be limited by the bounds that you set for yourself. If you work at a place that you love, Sundays will no longer be dreaded. Come be a part of a team where your passion for technology, leadership, and customer service will make a real impact.

Ready to make a difference? Apply now and join!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

 This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Product