SOP & Process Documentation Specialist (Contract)

Insight Global; Philadelphia (Philadelphia County); On-site; USD 55,000 - 83,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

DCFSA

401k with employer matching

Paid time off

Paid sick leave

Job summary

Insight Global's client is seeking a detail-oriented Technical Writer to create, maintain, and improve operational documentation for customer service and business operations. You will work with SMEs, stakeholders, and training partners to translate processes into clear SOPs, job aids, and reference guides.

The role requires gathering information, identifying gaps, and developing process maps and training materials, with an emphasis on accuracy and clarity.

Qualifications

• 2–5+ years of experience in technical writing, process documentation, SOP development, or related areas.
• Experience independently creating SOPs, process maps, workflow documentation, job aids, or training materials.
• Experience interviewing SMEs and gathering information to document processes.
• Ability to convert verbal or partially documented processes into clear written documentation.
• Strong written communication, editing, and proofreading skills.
• Excellent attention to detail and organizational skills.
• Strong stakeholder management and collaboration skills.
• Ability to manage multiple projects with limited oversight.
• Experience in insurance, financial services, customer service, operations, or process-driven environments preferred.
• Bachelor’s degree or equivalent professional experience in related field.

Responsibilities

• Create, edit, and maintain SOPs, work instructions, process maps, job aids, quick-reference guides, and other operational documentation.
• Interview SMEs and employees to understand and document business processes from start to finish.
• Translate complex processes into clear, concise procedures.
• Identify gaps and opportunities to improve existing documentation.
• Create visual process flows and workflow documentation using process-mapping tools.
• Maintain standardized documentation templates, version control, and change histories.
• Partner with training and business teams to develop learner guides, knowledge articles, onboarding materials, and supporting documentation.
• Maintain and organize documentation within knowledge bases and repositories.
• Document procedural changes, system enhancements, and updates to business processes.
• Support implementation and operational initiatives with procedural documentation.
• Review documentation for accuracy, consistency, quality, and compliance.
• Manage multiple documentation projects and priorities while meeting deadlines.

Skills

Technical writing

SOP development

Process documentation

Stakeholder management

Independent work

Editing

Education

Bachelor’s degree in Technical Writing or related field

Tools

MS Word

MS Excel

MS PowerPoint

Visio

Miro

LMS

Job description

Insight Global's client is seeking a detail-oriented Technical Writer to create, maintain, and improve operational documentation for customer service and business operations. You will work with SMEs, stakeholders, and training partners to translate processes into clear SOPs, job aids, and reference guides.

The role requires gathering information, identifying gaps, and developing process maps and training materials, with an emphasis on accuracy and clarity.