Training Development Advisor/Knowledge Management - National Life Group

22 Apr 2019 3:45 PM | Anonymous

Company: National Life Group


Position Description:

Learning & Development Advisor – Knowledge Management Technical Writer


Responsible for the creation, maintenance and oversight of high-quality knowledge base content for technical and non-technical audiences. You will work closely with our Subject Matter Experts (SMEs) to create knowledge articles for our operation’s knowledge repository.

Key Responsibilities:

  • Independently research, write, and publish standard operating procedures, including policies, procedures, process maps, and other supporting documents that are used by a wide audience with varying skill levels.
  • Curate and maintain the online knowledge repository.
  • Assess organizational documentation gaps by conducting analysis to identify gaps between existing documentation and user’s needs and develop content in response to assessment.
  • Collaborate with company “subject matter experts” to ensure content integrity, accuracy, consistency and mirroring with training programs, both internal and external.
  • Assist in creating documentation to support training initiatives, including procedures and reference and user guides.
  • Conduct ongoing content reviews to ensure knowledge base and support tools are accurate, effective and meet users’ needs.
  • Proactively manage prioritized project plan, schedule, deliverable tracking, and status.
  • Interview subject matter experts to translate basic to complex policy, procedure and system documents, which may include talking points/scripting to be used both on the job and in training.
  • Identify opportunities and recommend improvements to internal processes and procedures.
  • Establish and maintain documentation standards, processes, templates, and publication architecture.
  • Establish metrics and reporting to communicate value of knowledge solution and resulting usage to leadership team.
  • Maintain partnerships with stakeholders to ensure the delivery of comprehensive, accurate and effective documentation that meets the business units’ needs.
  • Assists with Line of Business communication needs.
  • Stay current on knowledge management trends, methodologies, and measurement processes to ensure effectiveness.
  • Practice excellent interpersonal skills to be able to relate to different levels of the organization and work effectively with vendors, act as a liaison between the business and IT.

Job Requirements:

  • Bachelor’s degree required, or 5 years of specific job-related experience may be substituted
  • 5+ years’ experience within Financial Services Industry – preferably Annuity or Life Insurance
  • Minimum of three years of experience as a technical writer/curriculum developer
  • Proven experience with one or more Standard Business Writing Methodologies (i.e., Information Mapping)
  • Demonstrated writing, editing and document production skills (has intermediate business writing methodology skills, preferably information mapping)
  • Ability to communicate complex technical concepts and ideas, both verbally and in written form clearly and accurately
  • Expertise in MS Office Suite, SharePoint, Visio, and Information Mapping
  • Strong interpersonal skills and sensitivity to deal effectively with individuals from different cultures, along with professional maturity and confidence in communicating results with peers and various levels of management
  • Must possess the analytical skills to create meaningful and effective documentation
  • Aptitude to learn new processes quickly and the ability to present content in a simplified manner
  • Must possess excellent technical product operational, systems, and application knowledge
  • Possess organizational skills to multi-task, meet deadlines and be able to work independently
  • Possess a strong desire to learn new technologies, the curiosity to figure out how things work, and a passion for improving the user experience
  • Prioritize about the customer experience, never settle for good enough, and continually inspire others to advocate on behalf of the customer
  • Perform other duties as assigned
  • Must be able to pass a background check

Samples of work will be required

National Life Group® is a trade name of National Life Insurance Company, Montpelier, Vermont and its affiliates.

Resumes may be sent directly to


14070 Proton Rd. - Suite 100
Dallas, TX 75244


Phone: 972-233-9107 ex. 224

Fax: 972-490-4219

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