Learning Content Creator

Role Responsibilities:

• Apply adult learning theory and instructional design theories to create and publish engaging knowledgebase articles in ServiceChannel University (SCU) for new and existing products and features
• Develop learning solutions (written articles microlearning videos animations and visualizations) for quarterly releases and weekly maintenance updates
• Become an advanced-level subject matter expert by researching growing and maintaining deep knowledge of ServiceChannels products and solutions
• Collaborate with Product Managers and Technical Program Managers to learn about upcoming feature releases in an agile environment
• Gain knowledge of real-world examples of platform usage by ServiceChannel customers and adjusting SCU to include such examples
• Maintain SCU standards for consistency across multiple Confluence spaces
• Ability to design professional visualizations and illustrations

Skill and Qualification Requirements:

• English proficiency
• 2 years of training instructional design or technical writing experience; knowledge of Every Page is Page One concepts
• Strong attention to detail. Ability to take technical information and relay it in easy-to-understand ways for learners across the learning spectrum
• Solid researching project management and time management skills
• Ability to manage multiple platform modules within a portfolio
• Enthusiastic about technology with demonstrated technical capability; experience training at a technology company or relevant consultancy
• Previous hands on experience designing visualizations and illustrations to enhance learning content without using too many words
• Previous hands on experience with another SaaS or CMMS platform
• Passion to build relationships with Product and Engineering teams and other teams within and outside of Customer Success to become an advanced-level subject matter expert for modules across the platform
• Excellent written and verbal communication strong interpersonal skills
• Collaboration and teamwork. While most of the role is an individual contributor team members support each other through cross-training reviewing content remote communication methods procedures client/provider expectations and training development efforts

Tools and Systems Used:

• Servicehannel
• Slack
• Microsoft Suite & Teams
• Sharepoint
• Atlassian (Confluence / Jira)
• Techsmith Camtasia
• Adobe Captivate