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Instructional Designer / Knowledge Content Specialist

HTC Global ServicesAuburn Hills, MI🇺🇸United StatesPosted 7 Jul 2026

Why This Role Stands Out

This role offers a fantastic opportunity to shape critical knowledge resources and directly impact user understanding through innovative content creation, especially with AI integration. You'll thrive here if you possess a talent for transforming complexity into clarity and are eager to contribute to a well-respected company. Apply today to leverage your skills in a role that values precision and clear communication.

Quick Overview

Work Type
On Site
Level
Mid Senior

Job Description

Job Title

Instructional Designer / Knowledge Content Specialist

Overview

We are seeking an Instructional Designer / Knowledge Content Specialist to design, structure, and maintain clear, user-centered process documentation and knowledge assets. This role is responsible for transforming complex processes into intuitive, actionable content for both internal users and customer-facing channels, including AI-powered tools. The ideal candidate will ensure that knowledge resources are accurate, accessible, and aligned with business processes to support effective information sharing and self-service.

Key Responsibilities

  • Develop and maintain Standard Operating Procedures (SOPs) and Work Instructions (WIs).
  • Translate complex workflows into clear, structured, and easy-to-follow documentation.
  • Ensure documentation aligns with established business processes.
  • Apply document control standards, including version control, ownership, and updates.
  • Create and optimize content for AI chatbots and virtual assistants.
  • Develop clear, conversational, accurate, and compliant customer-facing content.
  • Ensure content supports self-service and first-contact resolution.
  • Design decision trees, guided workflows, and troubleshooting documentation.
  • Structure content to help users navigate complex scenarios and make informed decisions.
  • Collaborate with subject matter experts to validate documentation and workflow logic.
  • Design content with a user-centered approach for internal and external audiences.
  • Improve the usability and accessibility of knowledge assets.
  • Standardize documentation formats, templates, and naming conventions.
  • Identify documentation gaps and continuously improve knowledge effectiveness.
  • Convert complex business processes into structured and easy-to-understand documentation.
  • Optimize existing documentation to improve clarity, usability, and efficiency.
  • Develop content suitable for multiple audiences, including employees, customers, and AI-powered platforms.

Required Qualifications

  • Demonstrated experience developing structured process documentation, including SOPs and work instructions.
  • Experience translating complex processes into clear, user-friendly documentation.
  • Strong content optimization and documentation improvement skills.
  • Experience creating user-centered knowledge content.
  • Ability to develop documentation for both human users and AI-assisted knowledge platforms.
  • Strong written communication and documentation skills.
  • Bachelor's degree preferred; candidates with relevant experience will also be considered.
  • Experience with AI/chatbot content or knowledge platforms is a plus.
  • Background in instructional design, technical writing, or knowledge management is preferred.
  • Portfolio or writing samples showcasing structured documentation are preferred.
  • Experience with Visio and Salesforce is preferred but not required.
  • This position requires working onsite five days per week.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

#LI-Onsite #LI-AW1

Skills

Salesforce
Instructional Design

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