Learning Design & Development Specialist (Knowledge Management Author)

The Learning Design & Development Specialist (Knowledge Management Author) is a content authoring (technical writing) role with a solid understanding of industry standards and writing principles to create instructional/procedural content. The role requires deep understanding of performance-based learning. A key competency is the ability to break down information in a systemic and consumable manner to support learning and on the job performance. Strong communication and diplomacy skills are required in the handling of potentially complex/sensitive information. Consulting with and influencing business stakeholders is a core responsibility. A strong focus on quality and timeliness of deliverables is imperative.

• Writes technical/procedural content to assist front line staff (contact center, branch) with job performance.
• Adheres to defined Knowledge Management writing standards and instructional design best practices to optimize the end-user experience (accessibility, findability, usability, etc.).
• Analyzes and sizes work effort for knowledge management requests .
• Conducts quality reviews on procedural content to ensure adherence to writing and quality standards.
• Meets productivity and quality goals.
• Performs administrative knowledge management tasks (archiving, copies, mechanical revisions).
• Identifies inconsistencies or discrepancies in knowledge content.
• Assesses risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.
• Escalates, manages, and reports risk with expediency and transparency.
• Consults with USPB requestors/stakeholders around work prioritization and quality.
• Participates in the Learning (Instructional Design) process by conducting needs assessments; task analysis; and research of knowledge management components.
• Works with subject matter experts to develop knowledge management solutions for assigned projects, based on the outcome of analyzing business needs, performance goals, and audience.

• 2-5 years experience of knowledge management and/or technical writing experience.
• Experience with the content writing/authoring tools.
• Knowledge of KMS systems (intake, authoring, workflow, governance, end-user experience, etc.).
• Understanding knowledge management principles, theories, and best practices
• Clear and concise written and verbal communication skills
• Proficient in Microsoft Office with an emphasis on MS Excel
• Self-motivated and detail oriented
• Adult education in a financial services and/or corporate setting a plus

• 401k matching
• Health insurance
• Flight privileges