Knowledgebase Content Specialist

SoftWriters, Inc.; Pittsburgh (Allegheny County); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work policy

Remote-Work Bank

Birthday PTO

Floating holidays

Paid parental leave

401(k) with company match

Medical, dental, and vision coverage

Job summary

SoftWriters, Inc. is seeking a Knowledgebase Content Specialist to develop and maintain high-quality documentation for LTC pharmacy software solutions.

You will write user guides, help content, FAQs, release notes, and maintain a robust knowledge base, partnering with product, support, and operations teams. The role requires strong writing/editing skills, CMS experience, and the ability to translate complex information for technical and non-technical audiences in a collaborative, fast-paced

Qualifications

• Bachelor's degree in English, Communications, Technical Writing, or related field.
• Proven experience as Knowledgebase Content Specialist, Technical Writer, Content Manager, or similar role.
• Exceptional writing, editing, proofreading, and communication skills with strong attention to detail.
• Experience creating user-friendly documentation for technical and non-technical audiences.
• Proficiency with CMS, documentation tools, and knowledge management platforms.
• Experience with platforms like Microsoft SharePoint, Aha! Knowledge, or comparable solutions.
• Strong project management and organizational skills; ability to coordinate reviews and meet deadlines.
• Ability to collaborate with SMEs, Product Management, Support, and Operations.

Responsibilities

• Develop, maintain, and enhance internal SOPs, process docs, and training materials.
• Create and update customer-facing content (User Guides, Help Guides, FAQs, release notes, knowledge base articles).
• Manage documentation lifecycle: planning, drafting, editing, review, publishing, maintenance.
• Maintain organized knowledge base; ensure accuracy and relevance.
• Leverage AI tools and modern CMS to improve quality, efficiency, and usability.
• Conduct knowledge audits and root-cause analysis to identify gaps and improvements.
• Coordinate deliverables across projects and releases; balance priorities and deadlines.
• Collaborate with SMEs, Product Management, Support, and other stakeholders to gather and validate content.

Skills

Writing

Editing

Proofreading

Communication

Attention to detail

Content creation

CMS

Education

Bachelor's degree in English/Communications/Technical Writing

Tools

Microsoft SharePoint

Aha! Knowledge

Jira

Azure DevOps

Monday.com

Job description

Job Category: Product
Requisition Number:KNOWL018839

More than a technology company.

Empower LTC Pharmacies. Save Lives. Build the Future of Healthcare Technology.

About SoftWriters

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.

What You'll Do

• 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.

What We're Looking For

Required

• 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.

Preferred

• 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.
• 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.

Why You'll Love Working Here

Meaningful Work: Your contributions will help pharmacies, healthcare organizations, and internal teams access critical information that supports patient care and operational excellence.

Modern Work Environment: Brand new, high-tech office with stunning Pittsburgh city views, located directly on the North Shore waterfront.

Recognized Top Workplace: Consistently voted one of the best places to work in Pittsburgh.

Work-Life Balance

• Hybrid work policy with flexible hours
• Remote-Work Bank for additional flexibility
• Paid parking provided
• PTO day on your birthday
• Floating holidays
• 100% paid parental leave
• 401(k) with company match
• Comprehensive medical, dental, and vision coverage
• Life and disability insurance

Growth-Focused Culture

• Continuous learning and development opportunities
• Cross-functional collaboration
• Clear career advancement paths
• Opportunities to work with emerging AI-driven content and knowledge management technologies

Our Values in Action

• 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.

Note: This position does not sponsor work visas and requires ability to work hybrid from our Pittsburgh office. Relocation assistance is not provided.

Equal Opportunity Employer/Protected Veterans/Individuals withDisabilities
The contractor will not discharge or in any other manner discriminateagainst employees or applicants because they have inquired about,discussed, or disclosed their own pay or the pay of another employeeor applicant. However, employees who have access to the compensationinformation of other employees or applicants as a part of the iressential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).
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