Operations Knowledge Architect: Clear, Scalable SOPs

TALENT Software Services; Virginia (MN); On-site; USD 85,000 - 120,000; Full time

Job summary

TALENT Software Services in the United States seeks an Operations Knowledge Author to transform complex business processes into clear, actionable knowledge for our Operations teams. You will convert information from multiple platforms into structured content, aligned with product releases and governance standards, enabling fast, accurate customer service at scale.

This role emphasizes knowledge-as-data, modular content, and accessibility.

Qualifications

• 3+ years writing and editing content explaining complex processes and product functionality.
• Experience with troubleshooting content (job aids, agent-facing articles).
• Familiarity with Windows, macOS, iOS, Android for writing instructions across platforms.
• Ability to translate technical information for non-technical audiences.
• Ability to read and interpret vendor documentation for content material.
• Strong writing and editing skills to simplify complex information.
• Knowledge of metadata, taxonomy, and accessibility standards.
• Experience with enterprise knowledge platforms (SharePoint, ServiceNow, Confluence).
• Familiarity with AI-assisted authoring tools and content analytics.

Responsibilities

• Research, write, and edit clear, actionable knowledge articles, guides, and workflows that support Operations teams in delivering efficient, high-quality service.
• Translate complex, technical, or policy-driven information into clear, user-friendly content for diverse audiences.
• Develop and maintain content aligned with upcoming product and program releases, ensuring Operations has the right information at the right time to support customers.
• Consolidate information from multiple products and platforms into unified, searchable knowledge assets.
• Collaborate with subject matter experts to document key procedures, best practices, and lessons learned.
• Tag, classify, and maintain knowledge content using governance standards to improve searchability and consistency.

Skills

Knowledge content development

Technical writing

Translate complex information

Metadata and taxonomy

Accessibility standards

Enterprise knowledge platforms

AI-assisted authoring

Collaboration with SMEs

Tools

SharePoint

ServiceNow

Confluence

Job description

TALENT Software Services in the United States seeks an Operations Knowledge Author to transform complex business processes into clear, actionable knowledge for our Operations teams. You will convert information from multiple platforms into structured content, aligned with product releases and governance standards, enabling fast, accurate customer service at scale.

This role emphasizes knowledge-as-data, modular content, and accessibility.