The Learning Design & Development Specialist (Knowledge Management Author) is a content authoring (technical writing) role with a solid understanding of industry standards and writing principles to create instructional/procedural content. The role requires deep understanding of performance-based learning. A key competency is the ability to break down information in a systemic and consumable manner to support learning and on the job performance. Strong communication and diplomacy skills are required in the handling of potentially complex/sensitive information. Consulting with and influencing business stakeholders is a core responsibility. A strong focus on quality and timeliness of deliverables is imperative.
Responsibilities:
" Writes technical/procedural content to assist front line staff (contact center, branch) with job performance.
" Adheres to defined Knowledge Management writing standards and instructional design best practices to optimize the end-user experience (accessibility, findability, usability, etc.).
" Analyzes and sizes work effort for knowledge management requests .
" Conducts quality reviews on procedural content to ensure adherence to writing and quality standards.
" Meets productivity and quality goals.
" Performs administrative knowledge management tasks (archiving, copies, mechanical revisions).
" Identifies inconsistencies or discrepancies in knowledge content.
" Assesses risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.
" Escalates, manages, and reports risk with expediency and transparency.
" Consults with USPB requestors/stakeholders around work prioritization and quality.
" Participates in the Learning (Instructional Design) process by conducting needs assessments; task analysis; and research of knowledge management components.
" Works with subject matter experts to develop knowledge management solutions for assigned projects, based on the outcome of analyzing business needs, performance goals, and audience.
Qualifications
" 2-5 years experience of knowledge management and/or technical writing experience.
" Experience with the content writing/authoring tools.
" Knowledge of KMS systems (intake, authoring, workflow, governance, end-user experience, etc.)
" Understanding knowledge management principles, theories, and best practices
" Clear and concise written and verbal communication skills
" Proficient in Microsoft Office with an emphasis on MS Excel
" Self-motivated and detail oriented
" Adult education in a financial services and/or corporate setting a plus
Leadership Skills:
" Ability to establish and/or build trust with teams, colleagues, and leaders
" Effective written and oral communication skills
" Ability to influence peers, direct manager, and specific business partners
" Ability to network and partner with colleagues and business partners
" Demonstrate adaptability; work well in ambiguous situations
" Model personal development
" Ability to work in a matrix organization
" Work well in a team environment
" Possess effective listening skills
" Possess effective, solution-oriented problem-solving and negotiating skills
" Ability to stay customer-focused
" Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes
Note that the Learning Design & Development Specialist may work in an adaptive, self-managed, cross-functional Agile development team where additional duties may arise including, but not limited to:
" Support the intake of new learning request through consulting and needs analysis as well as implementation of final product (including building and influencing key relationships across HR, L&D and the business); measure business outcomes.
" Supporting design and development of training solutions using a variety of learning tools and modalities in partnership with business and learning partners
" Observing and/or facilitating created curricula in both classroom and virtual environments and collaborating with key partners to ensure learner success
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Job Family Group:
Human Resources------------------------------------------------------
Job Family:
Talent, Development, Learning & Engagement------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location Full Time Salary Range:
$77,400.00 - $108,000.00------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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