Documentation Specialist II

Job Description:

General Summary

The Documentation Specialist II develops, maintains, and governs operational documentation that supports Customer Solutions customer‑facing staff to include Customer Service, Collections, System Exceptions, Back Office, Fraud, and Recovery. This role is responsible for translating complex processes, system functionality, and policy requirements into clear, accurate and user‑friendly documentation within Salesforce Knowledge, the enterprise knowledge management system. Operating with a high degree of autonomy, the Documentation Specialist II partners closely with Operations, Product, Compliance/Legal, Product Shared Services, Application Development, Training, and Subject Matter Experts (SMEs) to ensure all documentation is accurate, timely, compliant, and aligned with company standards and regulatory requirements.

In addition to content development, this role owns documentation lifecycle management, supports change enablement through agent communications, performs knowledge system administration, and analyzes documentation effectiveness to drive continuous improvement in the agent and customer experience.

• Documentation Development and Governance Develop, edit, and publish procedural documentation, process flows, system navigation guides, and reference materials that standardize customer‑facing operations. Translate system enhancements, business process changes, and regulatory updates into clear, actionable documentation for frontline agents. Apply documentation standards, templates, and plan‑language best practices to ensure content is consistent, easy to understand, and usable in a fast‑paced contact center environment.
  
  Own documentation lifecycle management, including version control, periodic reviews, updates, and retirement of outdated content. Ensure alignment and consistency across all documentation related to the same processes, products, or customer interactions.
• Collaboration and Change Enablement Partner with business owners, product owners, SMEs, Compliance/Legal, and Training to gather requirements and validate documentation accuracy. Serve as a liaison across functional teams to support operational readiness for system releases, policy changes, and process updates. Support AI‑enabled and agent‑facing technology initiatives by participating in requirements reviews and User Acceptance Testing (UAT) to validate documented processes against system functionality, identify documentation or process gaps, and ensure documentation updates align with call center workflows.
  
  Develop and manage agent communications and alerts related to procedural, policy, and system changes, ensuring timely awareness and adoption.
• Knowledge Management System Administration Serve as a functional administrator for Salesforce Knowledge, including maintenance of article types, workflows, roles, permissions, and approval processes. Maintain taxonomy, metadata, and organizational structures to optimize content searchability and usability. Manage feedback functionality and partner with stakeholders to address content issues or enhancement requests. Support maintenance and administration of related learning in knowledge platforms (e.g., Percipio) as required.
• Work Request Intake and Prioritization Support the Sr. Director of Operations Readiness in managing documentation and training work requests, including reviewing submissions, validating scope, and ensuring appropriate supporting materials are provided. Assist in prioritizing and assigning work requests based on complexity, urgency, and resource capacity. Serve as backup for assigning work requests to Documentation Specialists and Trainers, and manage assigned projects to ensure timely completion.
• Reporting, Analysis and Continuous Improvement Maintain and analyze knowledge management reporting, including article usage, search effectiveness, feedback trends, and agent engagement metrics. Communicate insights to key stakeholders and recommend documentation improvements based on data and agent feedback. Facilitate focus groups or feedback sessions, when needed, to evaluate content usefulness and…