Knowledge Management Technical Writer

Randolph Brooks Federal Credit Union - San Antonio, TX

Full-time - Entry Level

San Antonio, TX

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Technical Writer will be responsible for creating, organizing, writing, and editing operational procedures and technical articles for the Knowledge Management (KM) Program. This role involves collaboration with the knowledge management team and subject matter experts to ensure that documentation is accurate, consistent, and compliant with established guidelines. The position also focuses on enhancing the member and employee experience through effective information management and the introduction of AI tools to streamline content creation.

Responsibilities

• Collaborate with subject matter experts (SMEs) to gather accurate and relevant information for documentation.
• Ensure that content aligns with user needs, business goals, and KM methodologies.
• Gather feedback from users to improve knowledge base content quality.
• Review, create, edit, and maintain clear and comprehensive documentation for internal and external audiences for accuracy and adherence to style guidelines.
• Organize and manage content requests or questions in the KM ticketing systems, including version control.
• Provide updates in a timely manner and meet demands as outlined in the service-level agreements (SLAs) of the KM program.
• Support cross-functional teams with documentation needs.
• Update and maintain different article types in the knowledge base.
• Ensure consistency, clarity, and simplicity in all documentation.
• Assist in implementing and using AI tools for automated document generation and content suggestions.
• Apply basic knowledge of AI-driven grammar and style-checking tools.
• Participate in training on AI-related documentation tools and technologies.
• Utilize cognitive ability to suggest or identify trends to implement opportunities in alignment with the overall KM organizational goal.

Requirements

• High School Diploma or G.E.D.
• Minimum of 1 year experience as a technical writer (within a Bank or Credit Union preferred).
• Strong analytical and problem-solving skills, ability to break down complex problems quickly.
• Highly organized and deadline oriented with demonstrated attention to detail; strong meeting organization and facilitation skills.
• Ability to adapt well to change in priorities and/or guidelines.
• Ability to work independently in a fast-paced environment and complete projects on time with minimal supervision.
• Proficient in Microsoft Office products (Word, Excel, PowerPoint, and Project) and industry standard project management tools.
• Excellent written, verbal, and interpersonal communication skills with an acute ability to listen attentively and communicate effectively throughout all levels of the organization.
• Desire and ability to work well in a team environment.
• Familiarity with Prompt Engineering as a skill set.
• Open to obtaining Artificial Intelligence (AI) certification(s) within 12 to 24 months of entering the role.

Nice-to-haves

• Knowledge-Centered Service (KCS) or Knowledge Management (KM) certification is a plus.
• Bachelor's degree in English, Communication, or Journalism.
• Certification in Prompt Engineering.
• Experience in using AI tools such as ChatGPT, Perplexity, Claude, or Microsoft Copilot to enhance writing and content creation processes.
• Knowledge of how AI can be leveraged to create, edit, and maintain high-quality documentation.

Benefits

• 401(k) with matching incentives — up to 10 percent
• Competitive pay
• Medical, vision and dental benefits available to employees and their families from the first day of employment
• Tuition reimbursement plans
• Life insurance
• Pharmacy discount programs
• Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
• Paid time off
• Parental leave
• Company-paid benefits include: Long-term disability, Basic life insurance, Wellness program, Credit-monitoring service, Employee assistance program, Training and volunteer opportunities