Knowledgebase Content Specialist
RXinsider LTD.
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Benefits offered by this job
Job summary
SoftWriters is seeking a Knowledgebase Content Specialist to create and maintain documentation that enables employees, customers, and partners to leverage our software solutions effectively. The role focuses on clarity, consistency, and continuous improvement across our knowledge ecosystem.
You'll develop internal SOPs, customer-facing user guides, FAQs, and release notes, coordinating with Product Release Manager and other stakeholders in a hybrid Pittsburgh office.
Qualifications
- Bachelor's degree in English, Communications, Technical Writing, or related field.
- Proven experience in knowledgebase content/technical writing roles.
- Exceptional writing, editing, proofreading, and communication skills with strong attention to detail.
Responsibilities
- Develop, maintain, and enhance internal SOPs, process docs, and training materials.
- Create and update customer-facing content like user guides, help guides, FAQs, release docs, and knowledge base articles.
- Manage end-to-end documentation lifecycle: planning, drafting, editing, reviews, publishing, maintenance.
- Maintain organized, accessible knowledge base aligned with products and processes.
- Leverage AI tools and modern CMS practices to improve content quality and usability.
- Perform knowledge audits and root cause analyses to identify gaps and inefficiencies.
- Coordinate deliverables across projects/releases with stakeholders; meet deadlines and quality expectations.
- Collaborate with SMEs, Product Management, Support, and Operations to validate content.
Skills
Education
Tools
Job description
More than a technology company.
SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately. As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care.
We're seeking a Knowledgebase Content Specialist to join our growing team and help shape the future of healthcare technology. In this role, you'll create and maintain the critical documentation that empowers employees, customers, and partners to successfully leverage SoftWriters' solutions, while driving clarity, consistency, and continuous improvement across our knowledge ecosystem.
Hybrid - Pittsburgh, PA (Core office days: Tuesday, Wednesday, Thursday)
Product Release Manager
- Develop, maintain, and enhance high-quality internal documentation including Standard Operating Procedures (SOPs), process documentation, and training materials.
- Create and update customer-facing content such as User Guides, Help Guides, FAQs, release documentation, and knowledge base articles that support exceptional user experiences.
- Manage the full documentation lifecycle, including content planning, drafting, editing, stakeholder review, publishing, and ongoing maintenance.
- Maintain a well-organized and accessible knowledge base, ensuring information remains accurate, relevant, and aligned with evolving products and business processes.
- Leverage AI-powered tools and modern content management practices to improve documentation quality, efficiency, engagement, and usability.
- Conduct knowledge audits and root cause analysis to identify documentation gaps, outdated content, process inefficiencies, and opportunities for improvement.
- Coordinate documentation deliverables across multiple projects and product releases, balancing competing priorities while meeting deadlines and quality expectations.
- Partner closely with Subject Matter Experts, Product Management, Support, Operations, and other stakeholders to gather information, validate content, and drive knowledge-sharing initiatives.
- Bachelor's degree in English, Communications, Technical Writing, or a related field.
- Proven experience as a Knowledgebase Content Specialist, Technical Writer, Content Manager, or similar documentation-focused role.
- Exceptional writing, editing, proofreading, and communication skills with strong attention to detail.
- Experience developing user-friendly documentation for both technical and non-technical audiences.
- Proficiency with content management systems (CMS), documentation tools, and knowledge management platforms.
- Experience with platforms such as Microsoft SharePoint, Aha! Knowledge, or comparable knowledge management solutions.
- Strong project management and organizational skills with the ability to manage multiple initiatives, coordinate stakeholder reviews, and consistently meet deadlines.
- Demonstrated ability to collaborate effectively across cross-functional teams and translate complex information into clear, actionable documentation.
- 4-7 years of technical writing, knowledge management, or content development experience within a software or technology environment.
- Experience utilizing AI technologies and automation tools to improve content creation, maintenance, and user engagement.
- Familiarity with Agile methodologies, software development lifecycles, and product release processes.
- Healthcare technology, long-term care pharmacy, or healthcare software experience.
- Experience conducting knowledge audits, performing root cause analysis, and recommending process improvements.
- Experience planning and executing large-scale documentation initiatives across multiple teams and stakeholders.
- Familiarity with project management and collaboration tools such as Jira, Azure DevOps, Aha!, Monday.com, or similar platforms.
- Strong ability to create intuitive, user-centric documentation that improves adoption and reduces support burden.
Your contributions will help pharmacies, healthcare organizations, and internal teams access critical information that supports patient care and operational excellence.
Brand new, high-tech office with stunning Pittsburgh city views, located directly on the North Shore waterfront.
Consistently voted one of the best places to work in Pittsburgh.
- Hybrid work policy with flexible hours
- Remote-Work Bank for additional flexibility
- Paid parking provided
- PTO day on your birthday
- Floating holidays
- Competitive salary
- 100% paid parental leave
- 401(k) with company match
- Comprehensive medical, dental, and vision coverage
- Life and disability insurance
- Continuous learning and development opportunities
- Cross-functional collaboration
- Clear career advancement paths
- Opportunities to work with emerging AI-driven content and knowledge management technologies
- Innovators, Thought Leaders, Teachers:We invest in your growth and encourage knowledge sharing.
- Accountability and Ownership:Take initiative, own outcomes, celebrate wins.
- Customer-Centric:Direct connection to the pharmacies and patients we serve.
- Unyielding Integrity:Ethical decision-making in everything we do.
- One Team, Family Spirit:Collaborative environment where everyone's success matters.
Join a team where your ability to create clear, impactful documentation directly supports healthcare technology solutions that improve lives. We're looking for a detail-oriented communicator who is passionate about knowledge sharing, continuous improvement, and helping users succeed through great content.
This position does not sponsor work visas and requires ability to work hybrid from our Pittsburgh office. Relocation assistance is not provided.
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