Documentation Specialist

Laura Mac is seeking a Documentation Specialist to support the creation, organization, and maintenance of internal and external documentation, training materials, and knowledge base content. This role focuses on translating complex processes and systems into clear, accurate, and easy-to-use documentation that supports employee performance and learning.

• Create, edit, and maintain knowledge base articles within Confluence
• Serve as a documentation specialist by organizing, standardizing, and improving internal documentation
• Develop training materials, job aids, process guides, reference documentation and video
• Support new hire onboarding by creating and updating orientation and learning documentation
• Partner with subject matter experts to gather requirements and document workflows and systems
• Review and update documentation to reflect system, process, or policy changes
• Apply documentation standards, templates, and style guidelines to ensure consistency and usability
• Assist in improving knowledge base structure, navigation, and content clarity
• Incorporate feedback to continuously improve documentation quality and effectiveness
• Translate written documentation into video where applicable

• 2–4 years of experience as a Technical Writer, Documentation Specialist, or similar role
• Experience documenting technical systems, tools, or operational processes
• Familiarity with knowledge management platforms, preferably Confluence
• Strong writing, editing, and information-organization skills
• Ability to work collaboratively with cross-functional teams

• Experience in the mortgage industry, financial services, or fintech
• Background in technology, help desk, or SaaS environments
• Experience creating onboarding or training documentation
• Familiarity with learning management systems (LMS)

• Collaborative, team-oriented work environment
• Opportunity to contribute to learning, onboarding, and knowledge management initiatives
• Exposure to both business operations and technology teams
• Ability to make a visible impact on how information is created, shared, and maintained