Managed Learning Services (MLS), Knowledgebase Writer

Department:  Global Performance Solutions - Managed Learning Services

Who are we?

The MLS team provides dedicated and specialized services to different clients, working directly with TELUS International and external clients to identify business needs and deliver solutions that target performance gaps, strategic opportunities, and business challenges.

What is this role?

As a Knowledgebase Writer, you create, manage, publish, and maintain high-quality content in a knowledge base. You work closely with subject matter experts to identify content gaps and ensure accurate, clear, and relevant content.

Main Responsibilities:

• Create, edit, update, and publish various types of content, ensuring it is clear, concise, relevant, user-friendly, and compliant with style guidelines/ company standards 

• Maintain an organized structure of the knowledgebase to facilitate easy navigation and quick access to information 

• Partner with subject matter experts to identify and address content gaps 

• Perform knowledge management tasks such as creation and assignment of announcements about new content and policies

• Perform improvements to the knowledge bases resulting from end-user feedback and metrics analysis 

• Manage knowledge base article workflow, investigating proposed articles, creating new ones, copying from existing ones, obtaining necessary approvals from the client, and publishing the articles where required

Communication/stakeholder relations

• Ability to present during meetings and flex the communication style based on current needs (stakeholder, project, team, business, etc).

• Communicate daily and negotiate with stakeholders to manage expectations and deliver on agreed-upon timelines

• Strong written communication skills with the ability to develop job aids, document business rules, etc.

• Attend weekly calls to provide updates and check the projects' progress with the Stakeholders

• Planning and time management to ensure timely delivery of tasks and exceed quality expectations from Stakeholders

• Maintain confidentiality and build effective relationships with other internal departments within TELUS Digital

Requirements:

• Schedule flexibility - Required

• Commitment to be in the role for at least 1 year

• Worktype: Hybrid

• Completed the position-specific required course from the Learning Multiverse Fundamentals - Desirable

Skills & Knowledge :

• English -  B2 - Required 

• Oral and written comprehension

• Appropriate use of language

• Excellent writing and editing skills with a strong attention to detail 

• Basic understanding of technical concepts and ability to simplify complex information 

• Proficient use of content management systems and documentation tools 

• Expertise in research to ensure content accuracy 

• Good communication skills 

• Strong desire to collaborate with subject matter experts

• Willingly accepts feedback and actions to improve future work products

• Ability to use existing procedures to solve standard problems; ability to analyze information/ standard practices to make judgments

• Experience with Guru and Salesforce is a plus.

• Ability to work with a high-performing team and become a strong contributor

Studies and Experience:

• 1+ years of experience in roles related to content management systems - Desirable

• University student in Information Technology, Business Administration, Pedagogy, or similar