Documentation Specialist II
Elevate, Fort Worth, TX, United States
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.
Principal Duties And Responsibilities 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Own documentation lifecycle management, including version control, periodic reviews, updates, and retirement of outdated content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
Parter 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 identify opportunities for improvement
Support audit and regulatory requests by providing accurate, current documentation and reporting as needed
Professional Credibility and Expertise
Serve as a subject matter expert recourse for documentation standards, knowledge system functionality, and best practices
Provide guidance and consultative support to stakeholders seeking to improve clarity, consistency, and effectiveness of operational documentation
Maintain strong working knowledge of internal business processes, products, and regulatory requirements affecting Customer Solutions
Experience And Education
Associate’s degree in a business-related field, or equivalent experience
2 to 3 years’ experience as a technical writer, or equivalent experience, or 3 to 4 years’ experience in training with experience in a customer service type role within financial related industry, either face to face or on the phone
Experience converting informal communications and documentation into an articulate, concise finished product for publication
Proficient in content creation and maintenance of Knowledge functionality within Salesforce.com
Proven reporting and documentation experience
Proficient in MS Word, Excel, PowerPoint, and Visio
Skills, Abilities, And Core Traits Communication and Collaboration
Strong written communication skills with ability to explain complex information clearly for end users
Ability to build trusted partnerships and work effectively across multiple functional teams
Analytical and Problem-Solving
Strong analytical skills to identify gaps, inconsistencies, and improvement opportunities in documentation and processes
Ability to translate information from multiple sources into accurate, actionable content
Execution and Ownership
High attention to detail with the ability to manage multiple priorities and deadlines
Ability to work independently, take initiative, and follow work through to completion
Strong planning and organizational skills with structured, disciplined approach to work
Customer and Compliance Focus
Demonstrated customer‑centric mindset with a strong focus on the agent and customer experience
Commitment to accuracy, integrity, and adherence to regulatory and company standards
Professional Attributes
Adaptability and flexibility in a fast‑paced, changing environment
Humility, curiosity, and willingness to learn and continuously improve. Professional judgment and integrity in delivering results and communicating outcomes
California Employee Privacy Policy | Family & Medical Leave Act | Employee Polygraph Protection Act |E-Verify
Elevate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr
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.
Principal Duties And Responsibilities 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
Parter 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 identify opportunities for improvement
Support audit and regulatory requests by providing accurate, current documentation and reporting as needed
Professional Credibility and Expertise
Serve as a subject matter expert recourse for documentation standards, knowledge system functionality, and best practices
Provide guidance and consultative support to stakeholders seeking to improve clarity, consistency, and effectiveness of operational documentation
Maintain strong working knowledge of internal business processes, products, and regulatory requirements affecting Customer Solutions
Experience And Education
Associate’s degree in a business-related field, or equivalent experience
2 to 3 years’ experience as a technical writer, or equivalent experience, or 3 to 4 years’ experience in training with experience in a customer service type role within financial related industry, either face to face or on the phone
Experience converting informal communications and documentation into an articulate, concise finished product for publication
Proficient in content creation and maintenance of Knowledge functionality within Salesforce.com
Proven reporting and documentation experience
Proficient in MS Word, Excel, PowerPoint, and Visio
Skills, Abilities, And Core Traits Communication and Collaboration
Strong written communication skills with ability to explain complex information clearly for end users
Ability to build trusted partnerships and work effectively across multiple functional teams
Analytical and Problem-Solving
Strong analytical skills to identify gaps, inconsistencies, and improvement opportunities in documentation and processes
Ability to translate information from multiple sources into accurate, actionable content
Execution and Ownership
High attention to detail with the ability to manage multiple priorities and deadlines
Ability to work independently, take initiative, and follow work through to completion
Strong planning and organizational skills with structured, disciplined approach to work
Customer and Compliance Focus
Demonstrated customer‑centric mindset with a strong focus on the agent and customer experience
Commitment to accuracy, integrity, and adherence to regulatory and company standards
Professional Attributes
Adaptability and flexibility in a fast‑paced, changing environment
Humility, curiosity, and willingness to learn and continuously improve. Professional judgment and integrity in delivering results and communicating outcomes
California Employee Privacy Policy | Family & Medical Leave Act | Employee Polygraph Protection Act |E-Verify
Elevate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr