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. **Responsibilities:** Note that the **Knowledge Management Author** may work in an adaptive, self-managed, cross-functional Agile development team where additional duties may arise including, but not limited to: + 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. + Support the intake of new learning request through consulting and needs analysis as well as implementation of final product (including building and influencing key relationships across HR, L&D and the business); measure business outcomes. + Supporting design and development of training solutions using a variety of learning tools and modalities in partnership with business and learning partners + Observing and/or facilitating created curricula in both classroom and virtual environments and collaborating with key partners to ensure learner success. **Qualifications** + 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 **Leadership Skills:** + Ability to establish and/or build trust with teams, colleagues, and leaders + Effective written and oral communication skills + Ability to influence peers, direct manager, and specific business partners + Ability to network and partner with colleagues and business partners + Demonstrate adaptability; work well in ambiguous situations + Model personal development + Ability to work in a matrix organization + Work well in a team environment + Possess effective listening skills + Possess effective, solution-oriented problem-solving and negotiating skills + Ability to stay customer-focused + Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes **Qualifications** + 2-5 years' experience of knowledge management and/or technical writing experience. + Advanced English level + 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 **Leadership Skills:** + Ability to establish and/or build trust with teams, colleagues, and leaders + Effective written and oral communication skills + Ability to influence peers, direct manager, and specific business partners + Ability to network and partner with colleagues and business partners + Demonstrate adaptability; work well in ambiguous situations + Model personal development + Ability to work in a matrix organization + Work well in a team environment + Possess effective listening skills + Possess effective, solution-oriented problem-solving and negotiating skills + Ability to stay customer-focused + Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes **Skill/Experience** + **Technical Writing & Clarity:** Demonstrated ability to produce clear, concise, and accurate procedural content, instructions, and documentation for a technical audience. + **Content Management System (CMS) Proficiency:** Experience with knowledge management platforms and content authoring tools (e.g., SharePoint, Confluence, Zendesk Guide) for creating, publishing, and maintaining articles. + **Understanding of Call Center Operations:** Familiarity with call center workflows, agent needs, common customer inquiries, and the operational environment to create highly relevant and actionable content. + **Information Architecture & Organization:** Strong ability to structure and organize complex information logically, using headings, bullet points, and other formatting to enhance readability and searchability. + **User Empathy & Problem Solving:** Capacity to understand the end-user (call center agent) perspective, anticipate their questions, and provide solutions that efficiently guide them through procedures. ------------------------------------------------------ **Job Family Group:** Human Resources ------------------------------------------------------ **Job Family:** Talent, Development, Learning & Engagement ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ **Most Relevant Skills** Please see the requirements listed above. ------------------------------------------------------ **Other Relevant Skills** For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ _Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._ _If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.