Knowledge Management and Technical Communication Specialist (Hybrid)

Guardian Life Insurance Company; Bethlehem (Northampton County); On-site; USD 59,000 - 89,000; Full time

Job summary

Guardian Life Insurance Company in the United States is seeking a Knowledge Management and Technical Communication Specialist to create, maintain, and optimize SOPs, knowledge articles, procedures, and learning assets for FPRS operations.

The role blends technical writing, knowledge management, AI enablement, and targeted training, translating complex regulatory information into clear content, applying standards, and supporting AI-driven knowledge retrieval and continuous improvement across the

Qualifications

• Bachelor's degree preferred or equivalent professional experience in Technical Writing, Communications, Business, Education, Knowledge Management, Information Science, Organizational Effectiveness, or a related field.
• 3+ years of experience in technical writing, process documentation, knowledge management, business analysis, instructional design, or related discipline.
• Exceptional written communication skills with the ability to simplify complex information.
• Experience documenting business processes, procedures, workflows, or operational requirements.
• Strong stakeholder management and collaboration skills.
• Ability to independently manage multiple projects and competing priorities.
• Strong analytical skills and attention to detail.
• Proficiency with Microsoft 365 applications i.e. Microsoft Copilot, ChatGPT Enterprise, or similar generative AI tools to improve productivity or knowledge workflows, SharePoint, Teams, and document management platforms.

Responsibilities

• Create, maintain, and optimize SOPs, knowledge articles, procedures, and learning assets.
• Translate complex operational, regulatory, and technical information into clear, user-focused content.
• Apply documentation standards to promote consistency, usability, and operational effectiveness.
• Design knowledge assets that support self-service and AI-powered knowledge retrieval.
• Assist with disseminating organizational communications and updates.
• Develop organized, scalable knowledge repositories and governance practices.
• Monitor content usage and feedback to identify improvements.
• Align documentation with changes to products, systems, policies, and procedures.

Skills

Technical writing

Knowledge management

Stakeholder management

Project management

Analytical skills

Attention to detail

Cross-functional collaboration

AI tools proficiency

Education

Bachelor's degree or equivalent

Tools

Microsoft Copilot

ChatGPT Enterprise

SharePoint

Teams

Job description

The Knowledge Management and Technical Communication Specialist will create, maintain, and optimize FPRS operational knowledge standard operating procedures (SOP’s) and learning assets that improve business performance and colleague effectiveness. This role combines technical writing, process documentation, knowledge management, AI enablement, and targeted training support to ensure colleagues have access to accurate, actionable, and easy-to-find information. The specialist will use approved AI and productivity tools to streamline documentation workflows, improve knowledge accessibility, and support continuous improvement across FPRS operations.Key ResponsibilitiesKnowledge Strategy & Content DevelopmentCreate, maintain, and continuously improve SOP’s, knowledge articles, procedures, and operational learning assets.Translate complex operational, technical, and regulatory information into clear, concise, user-focused content.Apply documentation standards that promote consistency, usability, and operational effectiveness.Design knowledge assets that support both colleague self-service and AI-powered knowledge retrieval.Assist with creating and disseminating small-scale FPRS organizational communications and updates.Knowledge Management & GovernanceDevelop and maintain organized, scalable knowledge repositories that make information easy to find, understand, and apply.Partner with stakeholders to define knowledge ownership, governance practices, review cycles, and quality standards.Monitor content usage, effectiveness, and user feedback to identify improvement opportunities.Ensure documentation aligns with changes to products, systems, regulations, policies, procedures, and operating models.AI Enablement & InnovationLeverage approved generative AI tools, including Microsoft Copilot, to accelerate documentation creation, maintenance, analysis, and quality assurance.Identify opportunities to improve operational efficiency through AI-enabled workflows, automation, and modern knowledge management practices.Promote responsible AI use in documentation and knowledge management processes.Business Partnership & Change EnablementPartner with operational leaders, subject matter experts, project teams, technology partners, and frontline colleagues to understand business needs and documentation requirements.Support business initiatives, digital transformations, automation efforts, and process changes through effective knowledge and communication strategies.Facilitate knowledge capture sessions, process discovery workshops, and stakeholder interviews.Communicate project status, risks, and deliverable expectations clearly across business stakeholders.Learning & Performance SupportDesign performance support materials that enable employees to access information at the moment of need.Support targeted learning initiatives and small-scale training when documentation alone does not address performance needs.Recommend modern approaches to knowledge delivery based on user behavior, business priorities, and operational needs.Required QualificationsBachelor's degree preferred or equivalent professional experience in Technical Writing, Communications, Business, Education, Knowledge Management, Information Science, Organizational Effectiveness, or a related field.3+ years of experience in technical writing, process documentation, knowledge management, business analysis, instructional design, or related discipline.Exceptional written communication skills with the ability to simplify complex information.Experience documenting business processes, procedures, workflows, or operational requirements.Strong stakeholder management and collaboration skills.Ability to independently manage multiple projects and competing priorities.Strong analytical skills and attention to detail.Proficiency with Microsoft 365 applications i.e. Microsoft Copilot, ChatGPT Enterprise, or similar generative AI tools to improve productivity or knowledge workflows, SharePoint, Teams, and document management platforms.Preferred QualificationsExperience with supporting an operations and service organization.Knowledge of Individual Insurance, Disability Insurance, Life Insurance, Annuities, or related financial products.Experience implementing or administering knowledge management platforms.Salary Range:$59,110.00 - $88,660.00The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.Our PromiseAt Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.Inspire Well-BeingAs part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.Equal Employment OpportunityGuardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.AccommodationsGuardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail]. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.Visa SponsorshipGuardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.Notice Regarding Guardian’s Use of Artificial Intelligence in RecruitmentAs part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to [e-mail], making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via [e-mail], at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here.Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.