Instructional Designer

Henry Schein One (HSOne) is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients.

In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care.

Our Commercial division supports private dental practices through three leading practice‑management solutions:
Dentally, our cloud‑based platform for modern digital clinics;
Dentrix, a trusted and widely adopted on‑premises solution; and Power Practice, a long‑standing Canadian practice‑management system known for its reliability and strong customer loyalty.

• Contract Rate: $60-70 per hour (40-hours a week)
• Duration: 6 months with a possibility of extension
• Location:
  
  Surrey, BC near Guildford Mall

This role sits at the center of product, support, and enablement, shaping how knowledge is created, scaled, and experienced across the organization and by customers. You’ll build clear, intuitive documentation and impactful learning experiences that drive product adoption, reduce support friction, and enable teams to perform at their best.

This is a hybrid position
, with twice per week in the office to support collaboration and team connection. Our office is conveniently located across from Guildford Mall in Surrey, BC
.

• Partner with Product, Support, Sales, and Customer Training to plan and deliver high-impact documentation and enablement content
• Create and maintain help center articles (how-to guides, troubleshooting, FAQs, release updates) aligned to product functionality
• Design and build onboarding and training materials, including role-based learning paths for internal teams
• Translate complex workflows into clear, structured formats (step-by-step guides, decision trees, checklists, quick reference materials)
• Develop scalable learning assets such as job aids, slide decks, facilitator guides, and microlearning content
• Own the end-to-end content lifecycle: intake, prioritization, creation, review, publishing, and ongoing optimization
• Collaborate with subject matter experts to validate accuracy and drive content forward across multiple stakeholders
• Use data and feedback (search trends, ticket themes, CSAT, usage metrics) to identify gaps and continuously improve content
• Establish and maintain documentation standards, including templates, style guides, and content structure
• Ensure content is accessible, inclusive, and easy to understand using plain language and best practices
• Maintain a single source of truth across platforms (Help Center, LMS, internal tools), reducing duplication and inconsistencies
• Support product releases by documenting new features and updating impacted content ahead of launch

• 5+ years of experience in technical writing, instructional design, enablement content, or knowledge management (preferably in a SaaS or product environment)
• Experience with video or interactive learning tools (e.g., Rise 360, Loom, Camtasia, Walk Me, Pendo)
• Proven ability to create both customer-facing documentation and internal training/onboarding materials
• Strong writing skills with the ability to communicate complex ideas clearly and concisely for different audiences
• Solid understanding of instructional design principles, including adult learning, content structuring, and knowledge checks
• Experience working cross-functionally and managing multiple priorities in a fast-paced environment
• Ability to quickly learn technical concepts through hands-on exploration, testing, and SME collaboration
• Familiarity with documentation tools (e.g., Zendesk Guide, Confluence, Notion, Intercom, Salesforce Knowledge, or similar)
• Working knowledge of content operations, including version control, workflows, and publishing governance
• Comfort using data and analytics to evaluate and improve content effectiveness

• Exposure to API or integration-focused documentation
• Experience supporting customer training programs or sales enablement initiatives

• Intro/screening call with our Recruitment Team
• Short online behavioral and cognitive assessment via the Predictive Index
• Virtual Interview with Hiring Manager
• Onsite panel technical interview

At Henry Schein One, hiring is always human first: every application is personally reviewed, every interview is human-to-human, and we only use AI tools to support listening and accuracy, never to replace real connection.