Learning Design & Development Specialist (Knowledge Management Author)

Citi; Mississauga; On-site; CAD 77,000 - 108,000; Full time

Job summary

A global financial services firm in Mississauga is seeking a Learning Design & Development Specialist to create instructional content. The role emphasizes strong technical writing and knowledge management skills, alongside the ability to influence stakeholders. Candidates should have 2-5 years of relevant experience and a thorough understanding of performance-based learning. The organization values teamwork, quality, and effectiveness in a dynamic environment.

Qualifications

• 2-5 years of experience in knowledge management and/or technical writing.
• Clear and concise written and verbal communication skills.
• Understanding of knowledge management principles and best practices.

Responsibilities

• Writes technical/procedural content to assist front line staff.
• Conducts quality reviews on procedural content.
• Consults with stakeholders around work prioritization.

Skills

Knowledge management

Technical writing

Communication skills

Detail oriented

Microsoft Office proficiency

Team collaboration

Education

Experience in knowledge management and/or technical writing

Tools

Content writing/authoring tools

KMS systems

Microsoft Excel

Job description

The Learning Design & Development Specialist (Knowledge Management Author) is a content authoring (technical writing) role with a solid understanding of industry standards and writing principles to create instructional/procedural content. The role requires deep understanding of performance-based learning. A key competency is the ability to break down information in a systemic and consumable manner to support learning and on the job performance. Strong communication and diplomacy skills are required in the handling of potentially complex/sensitive information. Consulting with and influencing business stakeholders is a core responsibility. A strong focus on quality and timeliness of deliverables is imperative.

Responsibilities

• Writes technical/procedural content to assist front line staff (contact center, branch) with job performance.
• Adheres to defined Knowledge Management writing standards and instructional design best practices to optimize the end-user experience (accessibility, findability, usability, etc.).
• Analyzes and sizes work effort for knowledge management requests.
• Conducts quality reviews on procedural content to ensure adherence to writing and quality standards.
• Meets productivity and quality goals.
• Performs administrative knowledge management tasks (archiving, copies, mechanical revisions).
• Identifies inconsistencies or discrepancies in knowledge content.
• Assesses risk when business decisions are made, demonstrating consideration for the firm’s reputation and safeguarding Citigroup, its clients, and assets.
• Escalates, manages, and reports risk with expediency and transparency.
• Consults with USPB requestors/stakeholders around work prioritization and quality.
• Participates in the Learning (Instructional Design) process by conducting needs assessments; task analysis; and research of knowledge management components.
• Works with subject matter experts to develop knowledge management solutions for assigned projects, based on the outcome of analyzing business needs, performance goals, and audience.

Qualifications

• 2-5 years experience of knowledge management and/or technical writing experience.
• Experience with the content writing/authoring tools.
• Knowledge of KMS systems (intake, authoring, workflow, governance, end-user experience, etc.).
• Understanding knowledge management principles, theories, and best practices.
• Clear and concise written and verbal communication skills.
• Proficient in Microsoft Office with an emphasis on MS Excel.
• Self-motivated and detail oriented.
• Adult education in a financial services and/or corporate setting a plus.

Leadership Skills

• Ability to establish and/or build trust with teams, colleagues, and leaders.
• Effective written and oral communication skills.
• Ability to influence peers, direct manager, and specific business partners.
• Ability to network and partner with colleagues and business partners.
• Demonstrate adaptability; work well in ambiguous situations.
• Model personal development.
• Ability to work in a matrix organization.
• Work well in a team environment.
• Possess effective listening skills.
• Possess effective, solution-oriented problem-solving and negotiating skills.
• Ability to stay customer-focused.
• Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes.

Note that the Learning Design & Development Specialist may work in an adaptive, self-managed, cross-functional Agile development team where additional duties may arise including, but not limited to:

• Support the intake of new learning request through consulting and needs analysis as well as implementation of final product (including building and influencing key relationships across HR, L&D and the business); measure business outcomes.
• Supporting design and development of training solutions using a variety of learning tools and modalities in partnership with business and learning partners.
• Observing and/or facilitating created curricula in both classroom and virtual environments and collaborating with key partners to ensure learner success.

Job Family Group

Human Resources

Job Family

Talent, Development, Learning & Engagement

Time Type

Full time

Primary Location Full Time Salary Range

$77,400.00 - $108,000.00

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.